Archive: Training

Training Alone Won’t Fix a Dysfunctional Culture

Posted by Kristin Baird It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...

4 Steps to Make Training Stick

Posted by Kristin Baird https://youtu.be/mYHYe_cf6DM Training is more than a one-and-done approach. To make your training stick, you need to follow a 4-step process: pre-work, training, coaching and finally, reinforcement. Coach, Mentor & Model Service BehaviorsTrain, Retain & SustainService Recovery Is More Than a CouponTraining is ...

Volunteers Enhance Patient Experience

Posted by Kristin Baird When it comes to improving the patient experience, don’t forget volunteers. Healthcare organizations benefit from millions of hours of volunteer time and energy every year, yet I rarely see stellar training on customer service. They are often ...

No Shortcuts on Frontline Service Training

Posted by Kristin Baird https://youtu.be/u2cqLg6GnLM Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and said, “I’ve read all this before on https://www.salesforce.com/hub/crm/crm-system-benefits/ and thought I got it. But today’s training forced ...

The Triple Crown in Patient Experience

Posted by Kristin Baird When it comes to creating a consistently positive patient experience there are three key words every leader and team member must adhere to. They are persistence, insistence and consistence. https://youtu.be/u2cqLg6GnLM It is not unusual for us to enter into ...

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