Workshop Overview

Successful companies know that creating an excellent customer service culture within the organization is vital for sustainability and growth. “WOW-ing” the customer must be viewed as a way of life within an organization so that excellent customer service is ingrained in the mission. From hiring and developing the best team to rewarding excellent service, customer service culture begins with leadership. This workshop will create a positive work environment, decrease turnover and deliver the results of true customer service excellence.

Available Dates:

  • Custom training available on-site or via Zoom Livestream – On your schedule!

Pricing:

  • Pricing information available upon request. Contact Mary Patterson for details.

Workshop Outline

Title Overview
Day 1
  • What’s your Customer Service Culture? Identifying what customer service looks like in your organization.
  • Hiring and developing the best team.
  • Making a lasting, positive first impression on customers.
  • Encouraging and leading the “WOW” customer service experience.
  • The importance of staying actively engaged. The power of listening.
  • The impact of a positive work environment. The true cost of turnover.
  • Rewarding and recognizing excellent service.

Workshop Leads

Elizabeth Lary's photo

Elizabeth Lary

Elizabeth Lary is a consummate team builder; proven leader and skilled problem solver with a passion for connecting people and helping organizations succeed. She received her bachelor’s degree in sociology with a minor in applied data analysis from Bowling Green State University in Bowling Green, Ohio.  Lary has more than two decades of experience in sales, human resources, fundraising, event planning and program management.  A seasoned customer service professional, Lary began her career in 1996 as the human resource and operations manager for McRae’s Department Store in Tuscaloosa, where she managed more than 100 employees and store revenue exceeding $16 million. In 2004, she began serving as assistant director — and later director — of Caring Days Adult Day Care in Tuscaloosa, increasing the center’s revenue and its fundraising to $88,000 annually, up from $50,000 for the previous period.  In 2008, she was honored with the Bright Future Award from the Women’s Division of the Tuscaloosa Chamber of Commerce.  In 2012, Lary joined the University campus community and is currently the Conference and Events Manager in the Division of Community Affairs.

Program Manager

Mary Patterson's PhotoMary Patterson, CPA, SHRM-CP
Phone Number: 205-348-7049
Questions about this program? Contact Mary today!
Mary Patterson works in the Office of Teaching Innovation and Digital Education, Continuing Education and Lifelong Learning at The University of Alabama as Program Manager, where she assists the OTIDE team in designing and implementing professional development and training programs, industrial training programs, and executive education programs. She is a Certified Public Accountant as well as a certified professional in the Society for Human Resource Management. She works closely with HR departments to design custom training to enhance work objectives, increase productivity and build a positive culture.