Ms. Donna Cutting
Presents: Beyond Training: Building a Culture of Red Carpet Customer Service
Networking and lunch: 11:30am
Program: 12:00pm - 1:00pm
In today's marketplace, the experience you provide your customers is your differentiation factor and your competitive advantage. The training & development department is key to your efforts, but the reality is that it takes people at every level of the organization to build a service culture.
A focus on customer service is more than just a one-time training event, but an ongoing process that includes dedication to continuous improvement. Walk away from this session with immediately implementable action ideas for creating a vision for customer service; ensuring that leadership drives the change; and involving people at every level to see a real culture shift as a result of your training.
Participants will learn:
- The three stanchions (or pillars) of a red carpet customer service culture
- What to include in customer service curriculum
- How to make your customer service training engaging, before, during and after
- Specific steps leadership must do to drive the training
- Actionable ideas for getting your entire team involved in improving the customer experience
The training department is an integral part of building a culture of red carpet customer service, but it takes the entire team to ensure you have highly engaged employees delivering an exceptional customer experience.
Speaker Bio: Donna Cutting, CSP is the author of two books on customer service. Her most recent book, “501 Ways to Roll Out the Red Carpet for Your Customers,” was named by Forbes columnist Shep Hyken as one of the best business books of 2015. As the Founder and CEO (Chief Experience Officer) of Red-Carpet Learning Systems, Inc., she leads a team of customer service experts that train organizational leaders turn prospects into delighted customers; and delighted customers into raving fans. Also an in demand keynote speaker Donna has presented, consulted and developed training programs for a variety of customers in the senior living and healthcare; hospitality and entertainment; financial; and other fields.
Don't forget to bring a business card and place in the basket at check-in to be eligible for the $295.00 Grand Prize Drawing!
Networking and lunch will be available starting at 11:30am, and the program begins promptly at 12:00pm. Let us know of any dietary restrictions upon check-in at the registration desk.
Cancellation requests/refunds will be honored within 48 hours notice if paid in advance. Payment will be due for no-shows.
Location
Rothchild's | 8807 Kingston Pike | Knoxville, TN
