Facilitating Change in an Organization's Service Culture
Presenter: Teri Yanovitch
Meeting Description:
Creating world-class customer service doesn’t just happen; nor does any kind of change, for that matter. Change must be planned and led from the top if it is to become ingrained into the fabric of the organization. Our speaker, Teri Yanovitch, will guide us through the change process and apply leadership actions specifically to create a culture of service excellence.
Who Should Join Us? Workplace Learning Professionals who:
- Instruct, or coach managers & leaders
- Facilitate Customer Service
- Need to increase their Business Acumen Understanding
- Want to learn how training fits into the corporate strategy
During this session, we will:
- Identify eight leadership actions required to facilitate a cultural change within an organization.
- Apply these leadership actions in creating a culture of service excellence.
Join us as Teri Yanovitch addresses important areas such as hiring, training, recognition, accountability, and consistency. Participants will learn:
- How to hire employees who fit within the cultural change.
- Where training is most necessary in changing a culture.
- How recognition is key to successful change.
- Mechanisms for management accountability in leading the change.
- A process for ensuring consistent behaviors across the entire organization.
In recent months, the ASTD chapter addressed the need for managing change, viewed from the perspective of the mid-level supervisor interacting daily with the workforce. In our May program, we address the core competency of facilitating change, as viewed by the senior level executive charged with leading an organization through a cultural change.
We hope you will join us.
About Our Speaker:
Teri Yanovitch engages listeners with her genuine approach, rich knowledge, and passionate enthusiasm. Her powerful combination of customer service expertise and real-world quality management helps her move organizations from the status quo of “business as usual” to creating a culture of excellence.
Teri honed her skills with the best of the best. As a former Disney Institute keynote speaker and seminar leader, she shared the best practices developed by the Walt Disney Company with global organizations. And, for more than a decade, she implemented cultural change with Fortune 500 companies as an executive with Philip Crosby Associates (PCA), the company that revolutionized total quality management.
She is the co-author of the highly acclaimed book Unleashing Excellence – The Complete Guide to Ultimate Customer Service and the co-author of Retain or Retrain – How to Keep the Best Ones from Leaving. Her client list includes Johnson & Johnson, AAA, General Motors, Ernst & Young, Subway, Florida’s Turnpike Enterprise, Security Bank, Yokohama Tires and America’s Blood Centers.
Date and Time: Thursday, May 20, 2010
11:30 AM - 12:00 noon: Check-in and Networking
12:00 noon - 1:00 PM: Lunch and Program
Location: Marriott Southpoint
4670 Salisbury Road
Jacksonville, FL 32256
Attire: Business Casual
Fees: Chapter Members - Gold Complimentary
Chapter Members - Other $25.00
Non Members $30.00
$5.00 surcharge for unregistered "walk-ins"
applies to both members and non-members.
ONLINE REGISTRATION FOR THIS MEETING
CLOSES AT 5:00 PM, MONDAY, May 17.
Online registration requires payment by MasterCard, Visa, Discover, American Express, or PayPal.
If you need to arrange for an alternate payment method, please call the chapter administrator at (904) 356-9008.