Delivering Excellent Service: Envisioning a Culture for Quality

Larry White, Second Nature Learning Services Inc.

In North America, 80% of the jobs and 60% of the GNP comes from providing services, not products. So, it’s not surprising that, for service organizations, the consistent delivery of high quality service is the key to building market share and to producing a higher return on investment than your competitors. But, how do you create the environment you need in order to deliver those first-rate services? You do it by focusing on culture and the specific behaviours people need to fit in. In this interactive workshop, participants work both individually and in groups to determine and discuss items that are particularly important in ensuring a culture of quality service delivery and, at the same time, work toward a better understanding of group-based problem-solving.

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