Moments of Power

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The Whistler Experience: 4 Moments of Power. To elevate your service, first elevate your people. The Fernie Chamber of Commerce is excited to present a world-class training event on
Wednesday, January 18, 2017, 9:30-3:30 at the Best Western PLUS Fernie Mountain Lodge.

The Whistler Chamber of Commerce and the University of Victoria’s Gustavson School of Business have teamed up to create a one-of-a-kind, executive level customer service training solution called the Whistler Experience. And, we are bringing it to Fernie!

What to expect:
Moments of Power 1-4 teach you how to recognize and apply 4 key principles of human behavior to win and keep customers. After this session, you will walk away with a clear knowledge on how to build better relationships, deliver world class service, and sell more effectively.

Each principle can be applied to elevate the service experience:

• Power of Context: shape the environment for the customer and employee to reframe how they see things
• Power of Expertise: demonstrate professionalism and proactive expertise to execute the most important moment of power
• Power of Liking: build relationships by being personable and recognizing the customer
• Power of Problem Solving: be efficient, friendly and find the right resolution

Participants will enjoy Mark Colgate's lively presentation style, quizzes and opinion polls as well as group discussion.
Who should take this course:

Managers, business owners, and customer service supervisors
Anyone who leads (or aspires to lead) a team

About our speaker: Mark Colgate
Award winning Professor of Service Excellence and Associate Dean at the University of Victoria Gustavson School of Business
Mark's expertise is in service excellence and coaching. He has taught many courses at undergraduate, postgraduate and executive levels in Victoria/BC, China, Australia, New Zealand and Ireland.

Previously the GM of Customer Satisfaction with the Commonwealth Bank of Australia, Mark is known for his down-to-earth presentation style. In 2013, Mark Colgate received The Harry Hickman Award for Teaching Excellence. He has also consulted for many companies such as Toyota, TELUS, Whistler Blackcomb, Four Seasons Hotels & Resorts, Sony, Schneider Electric, Kiwi Experience Tourism Bus Company and the BC Government.

Comments on the course:
"This year we had specific divisions take the Whistler Experience training and we are seeing our guest service scores lift in those departments" - Dave Brownlie, CEO Whistler Blackcomb

Register online now and reserve your seat:
Fernie Ambassadors - $79
Chamber rate - $99
Non-member rate - $129