04/26/2017 | 9:00 am - 5:00 pm
Bryan Williams, B. Williams Enterprise LLC (formerly Ritz-Carlton)
Learn the techniques to take your customer service from great to world class.
In today’s world, customers expect more. Competition is increasing. And the difference between having merely satisfied customers and having fully engaged, loyal customers could mean the difference between your success and failure. So how exceptional is your organization’s service culture?
The Performance Excellence Network is pleased to announce the return of “From Great to World Class: Creating a Service Culture” Workshop. The event will be hosted Wednesday, April 26 from 9:00-5:00 in Bloomington. Attend as a post-conference workshop after the PENworks 2017 conference (enter code “bundle” for an extra $100 off!) or attend just this customer service workshop. Delivered by Bryan Williams of B. Williams Enterprise LLC (and formerly of the Ritz Carlton), the workshop is highly interactive, engaging, and valuable for service professionals, leaders, and other practitioners.
Learn how to emphasize the “power of one” in the service experience and look at potent ways to engage your heart and mind in serving customer needs.
This workshop is designed to not only inform, but to translate intangible concepts into relevant tools, processes, & behaviors.
The “Great to World Class Service” workshop will focus on five essential aspects of strengthening and sustaining a strong service culture:
- Define the “ultimate service experience” and how to implement it
- Power of focusing on continuous improvement
- Importance of self-accountability and peer-accountability
- Articulate your role in driving a culture of service excellence
- Practical tips to make customers feel like you are their advocate
Who Should Attend:
This workshop is for anyone who engages the customer or manages people who do, including service professionals, leaders, and other practitioners. Common businesses include hospitality, healthcare, government, retail, transportation, home services, financial (insurance and banking), real-estate, education and others.
“The Golden Rule is NOT enough, learn why from the energetic professional Brian Williams. Brian’s passion and humor allow attendees to connect with him and be motivated to put simple practices into play. Get takeaways you can put into action readily so that YOUR customers have a memorable service experience. ”
— Dan Nelson, Director of Sales TPI Hospitality (Homewood Suites, Rochester)
About the Presenter:
The workshop will be delivered by Dr. Bryan Williams of B. Williams Enterprise, LLC. Bryan is a keynote speaker, consultant, and author, who is a noted authority on service excellence and leadership effectiveness. Previously, Bryan worked with the world-renowned Ritz-Carlton Hotel Company for ten years. In his last role, he was the Global Corporate Director of Training & Organizational Effectiveness. Brian holds a Doctor of Management in Organizational Leadership.
What previous attendees are saying:
“I have attended many seminars on service and training, but I have never witnessed such a refreshing, clear, and mind-opening presentation as the one Bryan Williams gave us. My colleagues were all inspired and are still talking about it!”
Isabel Morero, Reservations Manager
Marbella Club Hotel, Golf Resort & Spa (Marbella, Spain)
“(Our) conference attendees have high expectations and are looking for substance. Your content and delivery were first rate and the audience was energized. Not surprisingly your session was rated as excellent by the attendees. I thank you for your role in this great achievement and for the motivation you provided.”
Bruce Yarwood, President and CEO
American Health Care Association
“Not only is Bryan a charismatic speaker who is able to engage his audience throughout the session, but he is thoroughly knowledgeable in all matters relating to service excellence…”
Harris Private Bank
“Bryan’s presentation on engaging the customer is brilliant. It has changed the way we train our employees and conduct our business. The ideas he offers are extremely easy to implement and result in loyal, returning customers. Thank you Bryan!”
Maurita and Bob Elias, Owners
The Woodhouse Day Spa
Hurry, seating is limited
Seating is limited to allow for a highly interactive, engaging, and personal learning experience.
You must register to attend.
Investment $325 for members ($650 for non-members); discounts available for teams of three or more from the same organization registering at the same time.
Customer service is critical to ensuring organizational success. Don’t miss this valuable learning opportunity to improve your organization’s service culture! Register today!