With more than 25 years in healthcare, Kristin Baird speaks the language of nurses, senior leadership and management. Her keen understanding of culture development tempered with her practical approach to daily issues in hospitals and clinics is a breath of fresh air.

Kristin earned a BSN from the University of Wisconsin-Madison, and she has clinical experience ranging from public health to critical care. She earned a Masters of Science in Health Services Administration from Cardinal Stritch College in Milwaukee. Baird began consulting in 1991, specializing in healthcare marketing, communications and customer service. She has received more than twenty regional and national awards for healthcare writing, advertising, marketing and public relations.

Kristin is the author of Customer Service in Healthcare, a Grassroots Approach to Creating a Culture of Service Excellence and Reclaiming the Passion: Stories that Celebrate the Essence of Nursing. Her years of experience in healthcare have helped to shape Baird's enthusiastic, yet realistic views that inspire and motivate her audiences toward service excellence.

• CSI Meets the Flintstones: Using New Information to Change Old Ways - Discover how unearthing critical evidence about your patients' experiences can help you creatively fashion new solutions to common service problems. The facts speak for themselves during this humorous and meaningful look behind the evidence presented to you on a daily basis by your patients.
  
  
• Coaching for Service Excellence: The Link Between Management and Performance Improvement - It takes more than one training session to build service skills. If your service initiative just isn't getting any traction, maybe it's time to look at leadership. Weaving customer service practices into the fabric of an organization requires on-the-spot coaching between supervisors or managers and their team members. Are your managers equipped to deal with performance issues? Do they understand how coaching is linked to service improvement? Are they committed to leading the initiative and making it work?
  
  
• Service Recovery: Four Steps to Picking Yourself Up When You Fall Short - Whether it's lost information, long wait times or confusing directions, when something goes awry in a service encounter, your customers are left feeling disappointed and vulnerable. Do your employees understand that they hold the key to winning over a disappointed customer for life? Are they comfortable handling service problems?
  
  
• Customer Service in Healthcare: Creating a Culture of Service Excellence - Based on personal experience, Kristin Baird shares steps to creating a service-centered culture in health care settings. Her witty, yet practical approach leaves her audiences spinning with take-home ideas for implementation. Kristin takes her audiences through the common pitfalls of customer service programs and leaves them with a list of practical tips and feeling inspired to facilitate change.
  
  
• Quality Through the Eyes of the Beholder - the Customer Service Link - Kristin Baird takes her audiences out of the traditional definitions of quality and helps them to see quality through the eyes of their customers. Using storytelling skillfully combined with data, Kristin demonstrates the link between service and a healthy bottom line.
  
  
• Building Leadership Skills that Foster Service Behaviors - Leadership skills are the backbone for any cultural change. Kristin Baird will get you planning some practical steps for fostering an environment that will help shape positive attitudes among employees and reap the benefits of greater patient satisfaction. Her fast-paced session will leave you with a multitude of ideas that you can begin to implement today.
  
  
• Reclaiming the Passion: Celebrating the Essence of Nursing - This motivational presentation developed specifically for nurses will have you laughing, crying and re-affirming your commitment to the nursing profession. Kristin Baird uses storytelling about everyday people and the lessons they learned in trenches of the nursing profession. She reminds nurses to cherish their unique contributions and to reflect upon how their work shapes lives - including their own.