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L&D PROFESSIONALS OF GREATER PHILADELPHIA Life, Liberty, and the Pursuit of Better Training, Yo!
Culture eats strategy for breakfast. They teach that to the cadets at West Point, Annapolis, and Colorado Springs. All the top business schools would impart that same wisdom. You cannot grow business without a solid plan and a vision of the future. Organizations spend countless hours on activities such as developing 5-year plans, creating "blue chip" projects, and of course, hours spent on budgeting and negotiating spend. Without such management techniques, any success may prove accidental. But top-line and bottom-line results often live and die on the front-line. Let's face it - there's a lot of tough competition out there. Every interaction between employees and customers represents a chance for the company to "get it right". Or fail miserably. If your employees do not wow customers you better believe that in the end, the results will show it. But how can organizations create meaningful training that impacts customer service and drives business results?
Join L&D Philly and locally based hospitality educator, customer service consultant, and former 5-Star Concierge Jamie Cooperstein as she explores how the top companies get customer service training right. Hint: You learn great customer service the way you get to Carnegie Hall.
About Our Facilitator:
As a relatable “having done the job herself” facilitator, Jamie has a refreshing delivery and uses a blend of interactive exercises, role playing and team building to coach clients on the necessary components of service excellence. Managers in customer-facing roles are encouraged to reinforce the skills acquired in training in order to create a culture shift.
You don't have to be an upscale brand, or have a large budget or team to effortlessly deliver Five Diamond service. Any business can elevate its service delivery with the right attitude and the right tools. It begins at the top, with upper management having a “customer comes first” mindset that your staff will want to enthusiastically adopt.
Over 74% of millennials say their employers don't provide enough relevant professional development opportunities. Today's companies are struggling to recruit and retain high-performing millennial professionals as a result of their outdated learning and development strategies. In this interactive workshop, Dr. Brandi Baldwin, from the Center for Millennial Engagement, will outline a simple framework to help L&D professionals assess, update, and implement more relevant programming for today's multi-generational workforce.
Dr. Brandi Baldwin-Rana
Dr. Brandi is the CEO at Millennial Ventures Holdings, the parent company to a growing portfolio of women and minority-owned businesses. Prior to her role at Millennial Ventures, she spent over 6 years as a Business and Psychology professor at institutions such as Temple University, Harcum College, and Johns Hopkins. In 2018, she was invited to join the teaching team at the University of Pennsylvania Wharton School, where she currently teaches Management Communication.
After publishing her first book on corporate leadership, Dr. Brandi has become a thought-leader who is tapped by organizations like Discover, Comcast, and the Federal Government to share her unconventional insights on engaging the millennial workforce, leadership, and diversity. Dr. Brandi was also the 2017 commencement speaker at Brightwood College where she shared her perspective on how to achieve "career freedom", a concept that she teaches professionals around the globe.
She was appointed to Philadelphia Mayor Jim Kenney's Millennial Advisory Commission in 2017 and was recently named one of Philadelphia's Most Influential African American's by the Philadelphia Tribune. In 2018, her company Millennial Ventures received the Small Business of the Year Award and the Philadelphia Business Journal awarded her as one of Philadelphia's 40 Under 40.
Harrisburg University is a proud sponsor of L&D Philadelphia, offering Master’s degrees, certificate programs or individual courses in Instructional Design, Instructional Management, or Games and Simulations. Visit their website to discover more