Wednesday, August 24, 2016: 9:00am – 10:00am (PT)
with Ben Schneider (Affiliated Research Scientist)
Learn why service quality is important and takeaway tools for creating a service climate. Benjamin Schneider will present guidelines on what it takes to deliver outstanding service based on company examples and decades of research. He will unpack the service climate journey including customer’s expectations for quality, where service quality resides in the organization, and the experiences that employees have of service quality in your organization.
- Tools for creating a service climate
- Explicit rules for delivering service quality