Speakers Express Topics - Service Excellence

Pam Bilbrey

  • Customer Service
  • Leadership & Strategy
  • Service Excellence
  • Workforce Issues

Fred Lee

  • Customer Service
  • Managing People
  • Disney Approach to Service
  • Leadership Effectiveness
  • Service Excellence
  • Positive Confrontation
  • Total Quality Management
  • Baldrige Award Criteria
  • Quality Improvement
  • Research on Rewards and Recognition
  • Patient Satisfaction
  • Emotional Intelligence
  • Patient Loyalty
  • Employee Motivation
  • Physician Risk Management
  • Employee Retention (Nursing)
  • Physician Marketing

Peter McGinn, PhD

  • CEO/Board Relations
  • Creating and Sustaining a Culture of Performance
  • Customer Service
  • Executive Coaching: Bringing Out the Best in People
  • Facilitating Meetings and Retreats
  • Governance: Building Shared Vision and Commitment
  • Hospital/Physician Relations
  • Leadership & Strategy: Joining Vision and Action
  • Leading Others, Managing Yourself
  • Team Building & Team Leadership Skills
  • Workforce Issues

Lynn Pierce

  • Customer Service
  • Leadership & Strategy
  • Workforce Issues

Michelle Serbenski

  • Leadership & Strategy
  • Using Baldrige to Lead Your Organization to Excellence
  • Understanding the Baldrige Criteria
  • Creating a Great Place to Work & Becoming an Employer of Choice
  • Building a Culture of Excellence