WEBINAR: Leading a Culture of Service Excellence (.15 CEUs)
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Event Date: September 8, 2011 10:00 AM - 11:30 AM
Contact: Heather Weishaar, 630-376-1911
Registration Deadline: September 1, 2011
Speaker: Dennis Snow, Snow & Associates, Inc.
It’s in the execution that service excellence strategies become a reality or simply another "flavor-of-the-month" program. Employees watch to see how committed the organization truly is to customer service and take their cues directly from their leaders. In order to effectively implement an organization-wide service excellence strategy, today’s leaders must rely on the skills of a facilitator and idea champion and must walk the talk of service excellence.
Based on the leadership principles Dennis learned, lived, and taught during his 20-years with Walt Disney World, this presentation highlights specific leadership behaviors that bring a service strategy to life and describes how to "hardwire" service excellence into an organization’s culture.
Participants will learn:
- The behaviors that will define your organization’s service culture.
- Hiring processes that ensure that service-oriented individuals are recruited and selected for employment.
- New-hire and ongoing training practices that reinforce your organization’s service culture.
- Effective communications strategies that keep employees focused on the customer experience.
- Techniques for involving employees in the forward movement of the organization and empowering customer-focused decision making.
- Accountability processes that ensure that service excellence is non-negotiable.
Click here to register! |