Please join us for lunch as we learn customer service best practices from former Ritz-Carlton Global Corporate Director of Training & Organizational Effectiveness Bryan K. Williams. Bryan will speak on a topic we all know is critical to our business – customer service! We all have customers that we must please, whether they are internal customers like our employees, or external customers such as clients, members, or company stakeholders, how we treat our customers is critical to both our success and the success of our company. As HR professionals, we know this is true, but sometimes in the effort to “get things done” we lose sight of how we go about doing those things.
Bryan’s exciting, educational and interactive presentation brings customer service front and center for us all with 7 key principles to engage our customers.
7 Principles to Fully Engage Your Customers featuring Bryan K. Williams
This session is designed to give attendees the knowledge and tools needed to develop a culture of world-class service. Special emphasis will be placed on how to deliver exceptional service…regardless of your industry.
Learning Topics:
• Principle 1 Be eager to serve
• Principle 2 Be welcoming
• Principle 3 Create an inclusive atmosphere
• Principle 4 Create a total experience
• Principle 5 Turn customers into ambassadors
• Principle 6 Offer a gracious goodbye
• Principle 7 Earn your customers’ confidence…reap the rewards
Bio - Dr. Bryan K. Williams, D.M.
Dr. Bryan K. Williams is a consultant, trainer, and author, who focuses on the areas of service excellence and organizational effectiveness. His passion is “to serve others so they may better serve the world”. World-class service, continuous improvement, and purpose-driven leadership are not unique to any specific industry; therefore, providing exceptional service is possible in virtually any setting.
Prior to this current venture, Bryan worked with the world-renowned Ritz-Carlton Hotel Company, LLC for almost 10 years. In his last role with The Ritz-Carlton, he was the Global Corporate Director of Training & Organizational Effectiveness. He assisted with setting and executing the global training strategy for the company, and for its corporate university, The Ritz-Carlton Leadership Center. As a trainer and consultant for The Leadership Center, he regularly traveled globally to teach the concept of “service excellence” in addition to providing consultation guidance. Over the last few years, Bryan has worked with over 100 organizations in industries ranging from Healthcare to Real Estate to Luxury Hotels/Restaurants.
Before his corporate assignment, he was the Director of Training & Quality Management for The Ritz-Carlton, Atlanta, which is a AAA five-diamond property. In that role, he was responsible for all training and quality programs. He partnered with hotel leaders to develop and implement quality and performance improvement initiatives. He joined The Ritz-Carlton, St. Thomas in 1996, and was a contributing member of the hotel’s pre-opening team. Bryan held several positions at the St. Thomas property ranging from busboy to Director of Training & Development.
Dr. Williams attended the University of the Virgin Islands, where he received a Bachelor of Arts in Business Administration, and an Associate of Arts in Hotel and Restaurant Management. He subsequently completed a Master of Arts in Education, then a Doctor of Management with a concentration in Organizational Leadership from the University of Phoenix.
Bryan lives for service, and is very passionate about helping companies reach high levels of service and organizational excellence.
Agenda:
11:00 am - 12:00 pm
Registration, networking and lunch served
12:00 pm - 12:30 pm
Welcome, announcements, speaker introduction by vendor sponsor
12:30 pm - 1:45 pm
Speaker presentation, 1.25 HRCI credits
1:45 pm
Meeting adjourned
Registration for this event will close on September 29. No refunds will be honored after that date.
Registration Information
Event Time: 11:00:00 AM - 01:45:00 PM
Registration Information:
Credits: 1.25 HRCI General Credits
