Description

The Whistler Experience: How to implement the 3Rs for Epic Service
 
It’s one thing to know the key ingredients of service excellence but it’s quite another thing to execute them every single day. This session looks at how to build a system of service excellence so that every customer, every interaction lives up to its billing.
We look at implementing service excellence in the organization and discuss the Kiwi Experience case study – the story of a tourism bus in New Zealand that executes a great experience for every single one of its customers, almost every time. Implementing the three 3Rs and the moments of power is about creating a program of continual work to ensure great customer service is always delivered every interaction, everyday.
 
There are four key parts of implementing great service to every customer:

1. The first part is to ensure that all employees are educated and understand the three 3Rs and the key moments of power, without this education there is a lack of consistency in terms of an approach for each employee. Ultimately this is about managing the customer experience to create a world class service encounter.
2. To ensure implementation occurs integration must happen across everything the firm does. This means connecting the pieces of the puzzle for the employee such as vision of the company, the metrics that are collected, recognition of great service, leadership time, and the design and refinement of processes. 
3. A significant part of implementation is getting customer feedback in the hands of customer service employees as frequently and as meaningfully as possible. In this way each employee understands what the customer is thinking and can change their behaviour based on feedback. 
4. The last piece or integration is coaching - if employers are coached on the 3Rs and the moments of power regularly - based on the observation of the coach or using customer feedback data - then they are more likely to continually grow their customer service skills, feel like they are growing in their career and, critically, deliver higher levels of service.:

Key take-aways:

• Learn about or refresh the 3Rs and 2 essential Moments of Power (Expertise and Liking)
• Apply the 3Rs in typical customer interactions
• Understand the 4 parts of building and sustaining a service system: 3Rs at the front line, Hard-wire accountability, Customer Feedback and Coaching.

Highly recommended for: Aspiring leaders, HR professionals, Supervisors and up

Guest Speaker: 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 >>