Tuesday, October 18, 2016
B201 - Give Us a Reason to Come Back10:30 a.m. - 11:15 a.m.
According to Jenny McKenszie, “The Customer is why we are here. If we take good care of them, they will give us a reason to come back. Join a resort librarian and a director of customer experience for highlights of stellar customer service. From the Waffle House to Walgreens, examine why some delight while others fail. Explore tactics for supporting a strong service culture that include hiring passionate people, supporting deviant thinking, eliminating service barriers, secret shopping (yes, secret shopping), and the power of the little word “yes.”
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