WEBINAR: Leading a Culture of Service Excellence (.15 CEUs)

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!