Monday: The Magic of Customer Service
Have you heard about the “Disney Approach to Quality Service” program? When Fortune 500 Companies send their top leaders to DisneyWorld for this important training, guess who Disney asks to entertain and motivate them? CHRIS BLACKMORE! Other than Mickey Mouse, Chris is the only entertainer Disney trusted with these esteemed clients.
Now Chris brings The Magic of Quality Service to your company and key personnel. Using his hilarious style of presentation and amazing magic, he explains the process of customer relations made famous by the most prestigious and successful business brands in the world.
Tuesday: The Leader’s Role in Building and Sustaining Exceptional Patient Experiences
Unlike typical trainers or keynote speakers, Jake Poore spends most of his time in the trenches of healthcare, working side by side clinical and non-clinical care team members on every step of the patient experience. You may find him shadowing a nurse on a medical-surgical floor, observing pre-op surgery, secret shopping the waiting room of a doctor’s office or conducting patient focus groups.
As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should… he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses. In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began.
Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. For the past 14 years, Jake and his team of experts have been sharing the organizational blueprints needed to build world class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience.
Wednesday: How to Say Anything to Anyone: Setting Expectations for Powerful Working Relationships
Shari Harley, MA and Certified Speaking Professional (CSP) is the founder and president of Candid Culture an international training and consulting firm bringing candor back to the work place, creating a safe haven for employees, managers, and clients to speak honestly. Candid Culture helps corporations, associations, government agencies, schools, and not-for-profits get and keep the right customers and employees by creating better business relationships.
Shari is a business person. Her previous experience includes selling and facilitating for Dale Carnegie Training, conducting customer service training for American Century Investments, leading leadership training and successful planning for OppenheimerFunds, and managing operations across 21, nation-wide locations, with 200 matrixed employees.