BEGIN:VCALENDAR VERSION:2.0 PRODID:-//ChamberMaster//Event Calendar 2.0//EN METHOD:PUBLISH X-PUBLISHED-TTL:P3D REFRESH-INTERVAL:P3D CALSCALE:GREGORIAN BEGIN:VEVENT DTSTART:20150915T160000Z DTEND:20150915T190000Z X-MICROSOFT-CDO-ALLDAYEVENT:FALSE SUMMARY:Whistler Experience: Moments of Power (Vancouver) DESCRIPTION:Registration for this event is now closed. To be added to the waitlist please contact Sarah MacWilliams\, Events Project Manager at sarah[AT]whistlerchamber.com.\n\n\n\nTo Elevate Your Service\, First Elevate Your People\n\n\n\nParticipate in the Whistler Experience\, a world-class customer service training program. \n\nThe Whistler Experience "4 Moments of Power" training session explains how teams and individuals can leverage the moments of Context\, Expertise\, Liking and Problem Solving to deliver great service. These four principles of human psychology when used properly and embedded within operations have been statistically proven to win over customers and create unforgettable experiences.\n\n\n\nEach principle offers a remarkable blending of theory & practicality to elevate the customer experience:\n\n The Power of Context: highlights how shaping the environment for the customer and employee will reframe how they see things.\n The Power of Expertise: highlights the research that shows customers respond more favorably to front-line workers that can speak knowledgably but in an accessible way (avoiding acronyms\, for example). Research also demonstrates we are hardwired to follow and believe experts. The Whistler Experience taps into the science that teaches people how to become experts and best demonstrate their expertise.\n The Power of Liking: highlights the research that proves humans are hardwired to like people (and brands) that create connections. Businesses can embed specific systems that actually make customers "fall in love" with their brand experience and ensure they return or become advocates.\n \n \n \n\n \n Normal\n 0\n \n \n \n \n false\n false\n false\n \n EN-US\n X-NONE\n X-NONE\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n \n\n\n /* Style Definitions */\n table.MsoNormalTable\n {mso-style-name:"Table Normal"\;\n mso-tstyle-rowband-size:0\;\n mso-tstyle-colband-size:0\;\n mso-style-noshow:yes\;\n mso-style-priority:99\;\n mso-style-parent:""\;\n mso-padding-alt:0in 5.4pt 0in 5.4pt\;\n mso-para-margin-top:0in\;\n mso-para-margin-right:0in\;\n mso-para-margin-bottom:10.0pt\;\n mso-para-margin-left:0in\;\n line-height:115%\;\n mso-pagination:widow-orphan\;\n font-size:11.0pt\;\n font-family:"Calibri"\,"sans-serif"\;\n mso-ascii-font-family:Calibri\;\n mso-ascii-theme-font:minor-latin\;\n mso-hansi-font-family:Calibri\;\n mso-hansi-theme-font:minor-latin\;}\n\n\n The Power of Problem Solving: outlines the research around how recovering from a failed service interaction in a specific way can actually create a happier customer than if the business had never fumbled at all. By embedding certain service recovery systems into their operations businesses can actually drive impressive customer satisfaction scores.\n\nTakeaway the expertise to:\n\n\n Build better relationships\n Deliver world class service\n Sell more effectively\n\nHighly recommended for:\n\n\n Sr managers responsible for shaping a world-class service structure\n Leaders looking to deepen their service culture\n Teams interested in learning the systems that drive high service scores\n\nGuest Speaker: Mark Colgate\n\nAward winning Professor of Service Excellence and Associate Dean at the University of Victoria Gustavson School of Business\n\nLinkedIn\n\nPreviously the GM of Customer Satisfaction with the Commonwealth Bank of Australia\, Mark is known for his down-to-earth presentation style. In 2013\, Mark Colgate received The Harry Hickman Award for Teaching Excellence.\n\nRead more about Mark Colgate in The Globe and Mail here \n\nCancellation Policy: Payment is non refundable for cancellations made within 3 business days of the event\, or non attendance on the day.\n\nIf you have registered and paid for an event or training\, you will be automatically added to the attendance list. X-ALT-DESC;FMTTYPE=text/html:Registration for this event is now closed. To be added to the waitlist please contact Sarah MacWilliams\, Events Project Manager at sarah[AT]whistlerchamber.com.
\n
\nTo Elevate Your Service\, First Elevate Your People
\n
\nParticipate in the Whistler Experience\, a world-class customer service training program. \;
\nThe Whistler Experience "\;4 Moments of Power"\; training session explains how teams and individuals can leverage the moments of Context\, Expertise\, Liking and Problem Solving to deliver great service. These four principles of human psychology &ndash\; when used properly and embedded within operations &ndash\; have been statistically proven to win over customers and create unforgettable experiences.
\n
\nEach principle offers a remarkable blending of theory &\; practicality to elevate the customer experience:\n
    \n
  1. The Power of Context: highlights how shaping the environment for the customer and employee will reframe how they see things.
    2. \n
  2. The Power of Expertise: highlights the research that shows customers respond more favorably to front-line workers that can speak knowledgably but in an accessible way (avoiding acronyms\, for example). Research also demonstrates we are hardwired to follow and believe experts. \; The Whistler Experience taps into the science that teaches people how to become experts and best demonstrate their expertise.
    3. \n
  3. The Power of Liking: highlights the research that proves humans are hardwired to like people (and brands) that create connections. \; Businesses can embed specific systems that actually make customers &ldquo\;fall in love&rdquo\; with their brand experience and ensure they return &ndash\; or become advocates.
    4. \n
  4. The Power of Problem Solving: outlines the research around how recovering from a failed service interaction in a specific way can actually create a happier customer than if the business had never fumbled at all. By embedding certain service recovery systems into their operations businesses can actually drive impressive customer satisfaction scores.
    5. \n
\nTakeaway the expertise to:\n\n\nHighly recommended for:\n\n\nGuest Speaker: Mark Colgate
\nAward winning Professor of Service Excellence and Associate Dean at the University of Victoria Gustavson School of Business
\nLinkedIn
\nPreviously the GM of Customer Satisfaction with the Commonwealth Bank of Australia\, Mark is known for his down-to-earth presentation style. In 2013\, Mark Colgate received The Harry Hickman Award for Teaching Excellence.
\nRead more about Mark Colgate in The Globe and Mail here >\;>\; \;\n\n

Cancellation Policy: Payment is non refundable for cancellations made within 3 business days of the event\, or non attendance on the day.
\nIf you have registered and paid for an event or training\, you will be automatically added to the attendance list. \;

\n LOCATION:Sheraton Vancouver Wall Centre\, Pavilion Ballroom UID:e.2416.207 SEQUENCE:3 DTSTAMP:20260525T213319Z URL:https://business.whistlerchamber.com/events/details/whistler-experience-moments-of-power-vancouver-09-15-2015-207 END:VEVENT END:VCALENDAR