Cultivating a Service Culture
This session focuses on how to Cultivate the Service Culture by instigating an internal “want to change” within the organization. This is done by providing something that everyone needs in order to be open to change….a really good “WHY”.
In Erin's presentation, she plans to show two brief videos - both are very powerful.
Erin Gray started her career in Customer Experience – back when it was referred to as “Customer Service”. At RBC Insurance, she started out on the frontline as a Customer Service Representative, and then progressively moved into management roles in financial services, traditional and online retail and most recently the Retirement Living industry.
In her Current role, Erin has developed a Service Culture program that addresses the needs of the residents, their loved ones and the frontline teams that need to deliver it.
Erin holds two bachelor degrees from York University in Anthropology and Communications. She is passionate about creating Customer Experience programs that are innovative, fun and fundamental to creating a true service culture.