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Customer Service: Become the Customer

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Westfarms Mall/Conference Room 1500 New Britain Ave, West Hartford, CT 06110
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How can your organization build stronger and more memorable relationships with those you serve?

As we emerge out of a holiday season of shopping and travel – our personal customer service experiences are likely in the front of our minds. What can you learn from your own experiences?

In this workshop:

  • We will venture out into the mall to compare how customer service is seen in a range of stores.
  • Attendees will be asked to reflect on their own stellar and disappointing customer service experiences.
  • From these observations and reflections, participants will develop an effective customer service strategy and culture for their organizations across a variety of industries like retail, service or healthcare.

Learning Outcomes:

  • Learn how companies like Disney, Southwest and Zappos look at creating memorable customer experiences that drive business.
  • Walk away with actionable techniques that can be used by customer facing employees that exceed expectations and inspire customer loyalty.
  • Learn how to assess your organization’s customer experience in order to have more engaged employees that inspire great customer engagement.

Learning Experience led by Dr. Stephen Brand.

Dr. Stephen Brand, Executive Director of Global Learning and Development for Strategic Alliances at Bay Path University, has extensive background in understanding and creating memorable customer experiences. Dr. Brand has studied customer engagement at The Disney Institute, was VP at Liberty Science Center, NJ and ran workshops for their 350 employees and 300 volunteers to exceed guest expectations. He has led workshops on customer (and patient) engagement in museums around the world and at an emergency room in a NJ hospital. Also, he has facilitated a customer service training for 500 volunteers at the Eastern States Exposition (The Big E). Finally, Dr. Brand has studied corporate ethnography that allows one to observe or experience customers’ experiences with new eyes leading to new ways of welcoming and supporting customers throughout their experience with your organization

Cost: 
  • Early Bird: $150.00 prior to January 17, 2018
  • Regular Admission: $195.00 after January 12, 2018

Strategic Alliances is recognized by SHRM to offer Professional Development Credits (PDCsSHRM-CPSM or SHRM-SCPSM