TourismTALK: Customer Service & Leadership
$69.00 members / $89.00 non-members
Customer Service 101 – 4 HOURS
Salt Lake City- November 9, 1:00 - 5:00PM
Great service – what’s in it for you?
Creating memorable experiences
You are on stage everyday
Our words, tone and body language
Service “cuss words” to avoid
Tone on phone
Proactive vs. reactive service
Delivering great customer service by understanding who our customer is
Working together as a team by understanding our co-workers personality
Coaching for Leaders – 4 HOURS
Salt Lake City- November 9, 8:00 - 12:00PM
St. George- November 10, 1:00 - 5:00PM
Delivering great coaching and feedback
Defining what you expect
· Diagnosing behaviors
· Delivering coaching
Where to coach, When to coach
What to coach on / behaviors and attributes
Empathy during coaching
Positive and constructive coaching
Using a coaching “Blueprint”
Brad J. Anderson / Consultant
Brad J. Anderson and the team at Blueprint Creation have built a worldwide fan club, using a distinctive high-energy and fun teaching style, to show thousands of people how to increase revenue and improve their customer service.
Brad’s ability to comfortably connect with individuals across a broad professional spectrum works to create an amazing training style. He consistently scores top marks on post-session evaluations by offering dynamic and heartfelt presentations which include solid content, hands on activities, games, and personal stories. “In my experience, people remember more when they’re engaged and entertained,” he says. His sales and service programs have played to applause throughout The Americas, Europe, Asia and Australia.
Throughout his career, he has had the opportunity to facilitate presentations and provide consulting services to many of the world’s largest hospitality and tourism related organizations, including Accor Hotels Group, Best Western International, Carlson-Rezidor Hotel Group, Choice Hotels International, Hilton Worldwide, Hyatt Corporation, Intercontinental Hotel Group, Lowes Hotels & Resorts, Marriott International, Vantage Hospitality, and Wyndham Worldwide as well as various boutique and independently managed hotel and restaurant properties.
As natural leader, Brad spent 15 years prior to launching Blueprint Creation, in various sales, human resource and operational positions with Ritz-Carlton, Hilton and the Trammel Crow Company-Wyndham Hotels & Resorts. He also spent nearly 8 years with Signature Worldwide working as a Training Account Manager. While with Signature, he was responsible for the development and delivery of customer service and sales training for an international portfolio of hospitality, restaurant, multi-family/apartment communities and call center clients.
Beyond Brad’s industry experience, he holds advanced degrees in Hotel, Restaurant and Tourism Management from Fox Valley College and from the University of Wisconsin-Stout’s School of Hotel Administration. Additionally, he is accredited with numerous certifications from the American Hotel and Lodging Association Educational Institute.
Brad will invite you to discover everything your team needs to know when it comes to delivering consistent sales and service in an unforgettable way.