customer experience

Workshop Overview

High performance companies face different day-to-day challenges but share a strategic secret: they succeed by creating a thriving culture of total quality service. The delivery of excellent service must be viewed as a way of life within an organization, not an add-on to the employee’s job responsibilities. This means ingraining it into the culture of the organization so that it becomes known that “service excellence” is simply business as usual. It starts with identifying the higher purpose of the organization and identifying the employee behaviors to consistently achieve that higher purpose. It also means looking at the systems and processes in place to sustain a culture of service excellence and the leadership actions that are necessary to ensure they stay in place.

Available Dates:

May 8, 2019, Chamber of Commerce of West Alabama, 8:30am - 12:00pm


Workshop Outline

Title Overview
Day 1
  • Top Reasons Why Customers Leave a Business

  • What Creates Loyal Clients

  • What is "Inculturation"?

  • Importance of Teamwork

  • Four Critical Elements to Create an Ideal Customer Experience

Workshop Leads

Elizabeth Lary

Elizabeth Lary

Elizabeth Lary is a consummate team builder, proven leader and skilled problem solver with a passion for connecting people and helping organizations succeed. She has more than two decades of experience in sales, human resources, fundraising, event planning and program management.

Ms. Lary is currently the administrative coordinator of clinical services at the University Medical Center on The University of Alabama’s Tuscaloosa campus where she leads a team of 24 admission staff members. In this role, she is responsible for training staff to provide efficient and excellent customer service to medical center patients while fostering a collaborative team environment. 

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