Course Objective: Building a World-Class Guest Service Organization
There is a direct correlation between organization success and great Guest service. Think about the companies that excel long-term in their industries—Disney, Southwest Airlines, and Apple, to name a few. All provide exceptional customer service and gain high customer loyalty. They know the benefits of the virtuous customer service cycle and how to use it to achieve revenue growth, higher margins and sustained profitability. You will learn their methods and how to create a world-class Guest service organization for your company that increases sales, reduces marketing and sales costs, and improves income. You will also be challenged in your personal leadership, gaining the knowledge to become a premier leader in world-class customer service.
Course Aims:
This course provides a comprehensive, detailed approach to building a world-class service organization. It begins with personal leadership excellence, then describes how to inspire front-line team members to service brilliance by cultural change and optimized labor management. Beyond just building guest loyalty, this workshop details how to maximize revenue through employee engagement, and prepare for the customer of the future. Unlike some programs that focus on academic learnings and observed behaviors, this workshop is taught by an "in the trenches" proven leader who has first hand experience creating outstanding customer service in various demanding environments.
Why is this course unique?
Unlike some programs that focus on academic learnings and observed behaviors, this workshop is
taught by an "in the trenches" proven leader who has first hand experience creating outstanding
You are not taught by a facilitator, but by Brad Rex himself. Brad has achieved record levels of Guest satisfaction at Disney's Epcot theme park and Hilton's Grand Vacation resorts, while increasing revenue and reducing costs. He shares the secrets of the best customer service organizations in an interactive, fun learning environment.
Brad provides strategic insight and tactical plans, with practical ideas you can take back to your
organization and implement immediately to achieve world-class Guest service.
Key Benefits:
Participants will leave the workshop with the strategies and tactics necessary to create outstanding customer service interactions throughout their organizations. You will learn:
· How to enhance your leadership to inspire your team members to great Guest service
· How to implement the Ideal Labor Management Program™ to ensure the right number of employees at the right time at the right place to provide exceptional service, while minimizing labor costs
· How to recruit, select and train team members that excel in customer service
· How to create a culture that motivates great performance
· How to increase revenue through customized service
· How to create incentive systems that reward great service at low cost
· How to increase revenue and new product offerings through frontline engagement
Who should be attending:
The workshop is designed for senior leaders in service firms and companies dependent on exceeding the expectations of their B2C and B2B customers.
Industries include hospitals and health care, hospitality and travel, retail, technology, internet, financial services and insurance, telecommunications and non-profits. Marketing, operations, human resource, strategy and financial executives will benefit from attending.
Specific titles may include:
· Chief Executive Officers or Presidents
· Chief Operating or Customer Officers
· Chief HR or People Officers
· Chief Marketing and Sales Officers
· Customer Service/Experience executives
· Quality executives and managers
· Hospital administrators seeking to raise HCAHPS scores
· Professionals who want to create a world class service organization
Multiple participants from a company are recommended to maximize the benefits of this workshop.
