Event Calendar
the Whistler Experience : Create a Powerful Service Culture
Date and Time
Wednesday Nov 15, 2017
1:30 PM - 4:30 PM PST
Location
The Westin
Fees/Admission
All prices are subject to GST. Registration is open until Wednesday, November 15
Single course
Whistler Experience participant
(paid annual fee of $35)$109
Member rate
$149
Future-Member rate
$199
Contact Information
Olivier Dallaire Dumas -
Events Manager 604.932.5922 ext. 24
Send Email
Description
So you already know the Moments of Power and now you want to put them into action!
Register Here
Through his research, Dr. Mark Colgate identified 4 things - FAME – that every organization must get right to build and sustain a service organization. Now you can build your systems to make customer service a key competitive advantage using Dr. Mark Colgate’s easy to remember “FAME” model.
The elements of the FAME model are:
F= Build Frameworks to educate and enable leaders and employees
A= Create Accountability so everyone feels responsible
M= Deliver the Moments of Power
E= Endure through the 3 key disciplines of implementation
Key Takeaways:
- the knowledge to create an organization that differentiates itself through service
- Diagnose where you are at on this journey – identify your gaps and learn how to close them
- A new model, new concepts and new case studies that were not previously presented in the Whistler Experience
Course Prerequisites:
Moments of Power 1-4 (Nov 15, 9am-12.30pm)
Participants who complete three Leadership courses receive a certificate of completion.
Guest Speaker: Mark Colgate
Award winning Professor of Service Excellence and Associate Dean at the University of Victoria Gustavson School of Business
Mark's expertise is in service excellence and coaching. He has taught many courses at undergraduate, postgraduate and executive levels in Victoria/BC, China, Australia, New Zealand and Ireland. Previously the GM of Customer Satisfaction with the Commonwealth Bank of Australia, Mark is known for his down-to-earth presentation style. In 2013, Mark Colgate received The Harry Hickman Award for Teaching Excellence. He has also consulted for many companies such as Toyota, TELUS, Whistler Blackcomb, Four Seasons Hotels & Resorts, Sony, Schneider Electric, Kiwi Experience Tourism Bus Company and the BC Government.
Read more about Mark Colgate in The Globe and Mail here >>
Cancellation Policy: Payment is non refundable for cancellations made within 3 business days of the event, or non attendance on the day.
If you have registered and paid for an event or training, you will be automatically added to the attendance list.