Do you wish your team was more adept at customer service?
Are you frustrated when employees don’t consistently follow your established customer service procedures?
Do you work with the public and need some new “tools” in your kit?
Great customer care begins with great people. (Northern Nevada has lots of those!) But even great employees can struggle with the demands of public-facing jobs, whether in retail, hospitality, professional services, medicine or government. Any organization is only as strong as its weakest link, and bad word of mouth, online and off, can destroy a company’s good reputation.
All world class customer service organizations have three things in common: they have mastered the three key building blocks of world-class customer care–what I call the “roots,” the “structure,” and the “art.” When you understand how these components work together, you can create authentic, satisfying customer experiences in any business. This process increases customer service representatives’ autonomy and confidence while it increases customer satisfaction.
In the class I draw on my 30+ years in the spa and hospitality sector, during which time I managed and led hundreds of front-line employees and consulted for dozens of other companies. I developed a management seminar that was utilized by Ritz Carlton, Four Seasons, Shangri-La, Peninsula Hotels and Park Hyatt to train their spa directors over the course of nearly 15 years. I’m also a graduate of Hospitality Quotient’s “Creating Wows” program in New York. But this simple approach can be used by any company that delivers customer service, face-to-face or remotely, in any market.
Please join us and “level up” your customer service game! The class is open to business owners and employees alike.
Where: Adams Hub for innovation, 111 West Proctor St. Carson City
When: Tuesday July 25, 12-1 p.m.
How: To register, RSVP to firstname.lastname@example.org or call 775.222.0001.