| Creating A Culture of Service Excellence A Complimentary Webinar Series with 
This three (3) session series will focus on building customer service excellence in your organization and is complimentary and open to all FLCMAA Members.
Details on the Go-To-Meeting invitation will be sent out directly to registered participants prior to the call.We encourage you to bring your team into the session and build a training platform for staff around this complimentary series. Workshop #1 Work like you own it! Six Habits of Service Superstars
Wednesday, April 6 9:00am 10:00am Workshop Overview: This session will review the work habits and approach to service that world-class employees have. Special emphasis will be placed on six habits of service superstars. All attendees will leave this session with practical and applicable tools/concepts to use immediately. Learning Topics: Habit #1: How (and who) will I wow today?
Habit #2: Identify customer preferences
Habit #3: Give teammates recognition
Habit #4: Be an ambassador
Habit #5: Develop personal service standards
Habit #6: Own complaints Workshop #2 From Great to World Class
Tuesday, July 12 - 9:00am 10:00 am Workshop Overview: How exceptional is your service culture? "From Great to World-Class" will focus on five essential aspects of strengthening and sustaining a strong service culture. Learn how to incorporate ancient proverbs from various cultures to refocus on key service basics, emphasize the "power of one" in the service experience and look at potent ways to engage your heart and mind. Learning Topics: - Define the "ultimate service experience" and how to implement it
- Power of focusing on continuous improvement
- Importance of self-accountability and peer-accountability
- Articulate your role in driving a culture of service excellence
- Practical tips to make customers feel like you are their advocate
Workshop #3 - Delivering What You Promise
Tuesday, October 4 9:00am 10:00am Workshop Overview: The purpose of this session is to equip attendees with the knowledge and tools needed to develop a sustainable culture of service excellence. It will provide a deeper insight on how to develop a culture of empowerment and lead a service-driven team. All attendees will leave this session with practical tools and concepts to use immediately. Learning Topics: - Building and leading a team that consistently owns it.
- Empowering each team member to deliver exceptional service.
- Fostering a team culture of peer accountability and recognition.
- Common barriers to empowerment and how to overcome them.
- Linking team and individual performance to the vision, mission, and values.
This three (3) session series will focus on building customer service excellence in your organization and is complimentary and open to all FLCMAA Members. Details on the Go-To-Meeting invitation will be sent out directly to registered participants prior to the call. | 
