Whistler Experience: Create a Powerful Service Culture

Description

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 businesses 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. 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.

3. Strength of the HR System
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
Having a a service values framework ensures employees understand the right behaviours to deliver service excellence. 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 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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Cancellation Policy: Payment is non refundable for cancellations made within 3 business days of the event, or non attendance on the day.
If you have registered and paid for an event or training, you will be automatically added to the attendance list.