Description

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, everyday.
 
There are four key parts of implementing great service to every customer:

1. Ensure all employees are educated and understand the three 3Rs and the key moments of power to ensure consistency.
2. Connect the pieces of the puzzle for employees, such as the company vision, the metrics collected, recognition of great service, leadership time, and the design and refinement of processes. 
3. Getting customer feedback in the hands of customer service employees as frequently and as meaningfully as possible.
4.  Coaching - if employers are coached on the 3Rs and the Moments of Power regularly they are more likely to feel they are growing their career and deliver higher levels of service.

Key takeaways:

•  Master the 3Rs and 2 Essential Moments of Power (Expertise and Liking)
• How to 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
LinkedIn
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.