Delivering Excellent Service: Envisioning a Culture for Quality
Larry White,  Second Nature Learning Services Inc.
Thursday, February 7, 2008

Presenting a 1/2 day workshop, a hands-on, train-the-trainer workshop for managers, supervisors and team leaders.

Learn how to:
• Promote high-quality service within your organization; and
• Facilitate effective group problem-solving and decision-making skills.

In North America, 80% of the jobs and 60% of the GNP come from providing services, not products.  So it’s not surprising that for service organizations, the consistent delivery of high quality service is the key to building market share and producing a higher return on investment than your competitors.   But how do you create the environment you need to deliver those first-rate services?  … by focusing on culture and  the specific behaviours people need to fit into that kind of an environment.
 
This interactive learning session will teach you how to train your colleagues and create the kind of culture that delivers top quality service.  You will receive a Participant Booklet for use during the session and a Leader’s Guide on how to deliver the workshop to your own team.

The instructor is an educational and instructional design consultant, Larry White, the founder of Second Nature Learning Services Inc. With more than 25 years of experience that includes 12 years of work with the contact centre industry, Larry will lead participants to an energizing session of self directed discovery and learning.