Service Heroes

BHC's CEO named "Mover and Shaker" by Training magazine, 11/02

Reality learning. No actors, just real people who excel at service!

Baptist Healthcare is the site of one of the greatest customer service turnarounds ever!  Once a Hospital full of apathetic employees, Baptist now consistently leads a national customer satisfaction database.  Find out why in this true story/ documentary-style look at one of the world's most inspiring workplaces.

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!

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

Format: Video
Length: 15 mins.
Additional Materials:
Leader's Guide and Powerpoint Presentation