Description

The Whistler Experience: Create a Powerful Service Culture
 
Great cultures don’t just happen; they require discipline, hard work and energy. In short, like other parts of great businesses, they require investment. Yet it’s one of the areas we least explicitly spend time on.
 
This session examines (using case studies and research) the key cultural elements Whistler firms must invest in to create the foundation for business success. This session starts by examining what culture is and what a strong culture looks like. It then looks at the four parts of strong cultures:

1. Vision and strategy
Great service organizations have a clear vision and strategy that all employees buy into and are excited by. Organizations without a clear vision and strategy make it harder for employees to know how to be successful in their role in achieving organizational success. We look at the elements of a powerful strategy and vision.

2. Leadership
Great service organizations have strong leadership that model desired behaviours. We look at the leadership behaviours prevalent in successful service companies and examples of people whose leadership behaviour has, almost single-handedly, created a strong service brand.

3. Strength of the HR System
Great service organizations have strong HR systems which means having robust HR processes in place will reinforce the service culture every day with high functioning teams and employees who love working for the company. We look at the research on how to build employee engagement and strong teams and how to design HR processes that reinforce service culture through the right employee behaviours.

4. Customer Service
You cannot have a strong service culture without actively ensuring that there is a service values framework. It is important that employees understand the right behaviours to deliver service excellence on the front-line.  A strong culture of service recognizes great service when it happens, and ensures there are coaching systems in place that allow for employees to continually improve. We end this session by linking back to the 3Rs and how they help create a service values framework. 

Key Takeaways:

• The elements of how to create and sustain great organizational cultures
• How to set up systems that reinforce a strong service culture
• The importance of coaching to continuously guide a culture 

Highly recommended for: supervisors, managers and owners

Guest Speaker: Dr. Mark Colgate
Award winning Professor of Service Excellence and Associate Dean at the University of Victoria Gustavson School of Business
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Previously 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.
Read more about Mark Colgate in The Globe and Mail here >> 

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