Service Excellence: How to Deliver a Great Customer Experience

Overview:

Customer service today is hit or miss. Some team members deliver excellent service and others don’t. A chain is only as strong as its weakest link. Your goal is to create an environment where every team member provides exceptional service. In this session, you will learn how to build a culture of service excellence.

What You Will Learn:

• The Power of 1st Impressions
• The Importance of Relationship Over Task
• Inspiring Confidence About Your Product or Service with the Customer
• Changing Common Phrases into Winning Words
• Dealing with Difficult Situations Using the H.E.A.R.T. Model

Presenter: Del Gilbert, Accelerating Excellence

Del Gilbert is the founder of Accelerating Excellence. He speaks, trains, and consults on building high-performance in people and organizations. His dynamic communication style is clear, practical, and engaging. He delivers nearly 100 keynotes, workshops, and presentations annually. Del has held leadership positions in several organizations for 30 years. He served as Chief Learning Officer at St. Joseph Healthcare for 15 years. While at St. Joseph, employee engagement ranked in the upper 20% nationally. In addition, all 6 service lines were ranked in the upper 30% in Patient Satisfaction. Del holds a Bachelor of Arts in Psychology and a Master of Business Administration. He is a Certified Leadership Coach and a Certified Master Trainer.