Healthcare Customer Service Training

Power of One

Make your healthcare customer service training stick like glue

So, how do we get your customer service training to stick like glue?

At Baird Group, we created training modules for healthcare employees that teach essential skills and help them see their individual role in delivering great customer service. To make it stick, we’ve developed a unique training program for directors, managers and supervisors in the following areas:

  • Nursing
  • Registration
  • Food services
  • Schedulers
  • Hospitality
  • Housekeepers
  • Ancillary services
  • Billing

Not every person who works in a healthcare organization takes care of patients, but everyone has customers. Each encounter is an opportunity to be the face of the organization. This licensed training product gives you the tools to sustain your own, ongoing, customized classes. Train-the-trainer sessions, led by Baird consultants, equip your in-house trainers.

Power of One teaches all healthcare staff:

  • The power each person has in shaping the experience
  • How to show empathy in words and actions
  • The behavioral standards for service excellence
  • How to take ownership

Power of One teaches leaders to coach, mentor, model, manage and even hire to build a culture of healthcare customer service excellence.

Phone Training – You’ll Have Them at Hello

Phone calls shape the first impression in just seconds. Mystery shopping research shows that more than one-third of patients calling a hospital or medical practice for the first time will not call back because of a poor experience.

Now, Baird Group trains in-house trainers to help you sustain valuable lessons and be ready for your next new hires.

Frontline participants learn:

  • How telephone experiences can make or break the first impression and build loyalty
  • The five essentials of a great phone encounter
  • Gold standards to uphold for current and future phone encounters (reflections of company-wide customer service standards)

In the Maintaining Quality module, managers learn:

  • How to create organization specific standards
  • How to conduct hiring, training, coaching, and performance appraisals with frontline staff
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Every healthcare interaction should foster trust, but sometimes you fail to live up to a patient’s or family’s expectations. These service failures. When managed well, can help turn raging critics into raving fans.

Did you know… When a customer has a complaint that is handled well as a service recovery, they are statistically likely to be more of a fan of your organization than if everything had gone well in the first place. Learn how to create lasting supporters with Baird’s A+ Service Recovery Training.

The A+ Service recovery system is more than a one-and-done training. The packaging includes:

  • Leader training to become service recovery coaches
  • Frontline training to build service recovery skills
  • Guidelines for setting organization-wide expectations and actions

Frontline Training

This two-hour, hands-on service recovery training session is designed for healthcare employees at all levels. Baird Group uses stories, examples, and practice scenarios to inspire, motivate, and educate participants on how to spot service recovery opportunities and take appropriate action with confidence.

Frontline participants will:

  • Review the importance of healthcare service recovery in creating a positive patient experience
  • Explore the link between service recovery and your organization’s mission, vision, values, and goals
  • Learn the five essential elements of service recovery
  • Recognize and practice both verbal and nonverbal components of service recovery
  • Practice service recovery behaviors for a variety of common situations*
  • Make a personal commitment to take ownership of situations that require service recovery 

*The content can be tailored to your organization using specific service recovery scenarios that attendees can start using immediately.

Leader Training

As with all Baird Group training, we conduct leadership specific training related to service recovery that will make training stick.

Leadership participants will:

  • Define service recovery and discuss why it matters
  • Revisit the five steps of service recovery and specific areas where leaders must play an active role
  • Understand the leader’s primary role in reinforcing training
  • Practice service recovery coaching
  • Explore what else employees need from leaders when it comes to service recovery

Continued Training

To embed service recovery into your organizational culture, we recommend continued training through a licensing option. This option is designed for new staff members and new leaders, as well as periodic refresher training for existing staff. A license will allow you to train staff members on your own, and includes:

  • Electronic copies of all training material including trainer guides for both frontline and leader training, customizable slide decks, and classroom materials
  • The ability to use training material for 5 years
  • Consultation in selecting your training team
  • Online, self-paced introductory training for your trainers
  • One virtual coaching session for your training team
  • One virtual check-in with your training team

*The content can be tailored to your organization using specific service recovery scenarios that attendees can start using immediately.


Virtual Learning

The training sessions listed above are available as virtual events and courses.