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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.