Service Heroes was filmed at the hospital which consistently leads a national customer satisfaction database (excellent for the health care industry). The lessons apply anywhere. The audience watches the story of one of the greatest service turnarounds ever.
Baptist Health Care ranked in the 10th percentile in customer satisfaction just a few years ago. Now they are ranked #1 in an independent survey of over 600 hospitals! BHC’s incredible turnaround makes for one of the greatest customer service stories ever told. At #10 on Fortune’s best workplaces list, they figured out how to be one of the most effective service providers anywhere, any industry. Their main secret is really just common sense: everybody can make a difference and is expected to do so. Watch how they did it and apply their lessons to your own organization! BHC’s CEO was named "Mover and Shaker" by Training magazine, 11/02.
Key Learning Points
- Be ready for moments of truth
- Achieve through change
- Always think "customer"
- Find a way to make a difference
- Teamwork works
- Everyone must be involved, everyone!
- Be a service hero!
Program Contents: Each program from this series comes with a CD containing the Series Leaders Guide (including a separate guide for each program, plus material on the entire series in a broader training context) and 3 PowerPoint presentations for trainers to customize.
Add the following two programs to complete the series or purchase individually
Length: 15 minutes
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