San Francisco, California
London, United Kingdom
MIX is moving to The River Garden!! Please note the location for this workshop!
Seeing the experience of a service interaction through the guest's eyes is at the center of great service delivery, but what happens when it goes wrong? This class will explore some of the ramifications of service failure, and the value of going the extra mile to recover a service failure. How important? Well, here's a hint to think about before we meet in person: It costs from 4 times, to as much as 30 times, to acquire a new customer, compared to retaining an existing one.
Instructor: David Williamson
David Williamson is a services industry management consultant whose clients include businesses in the foodservice industry ranging from food trucks and ski resorts, to New York Times Four Star restaurants. He holds a master's degree in Hospitality and Tourism Management from the Isenberg School of Management at the University of Massachusetts at Amherst, and is currently working towards his doctorate at the Fox School of Business at Temple University in Philadelphia. David has taught courses at the University of Massachusetts at Amherst and Greenfield Community College in all aspects of business ranging from management fundamentals, entrepreneurship, eCommerce, to economics, and hospitality and tourism management. He holds a B.A. in American Studies, Painting, and Music, from Marlboro College. David lives in Marlboro, Vermont with his wife and two sons.
Cost: Free! Register in advance and bring a lunch
Questions? Contact Julie Jansen, email@example.com, 802-258-9204
MIX (Management Ideas Exchange) is a free, lunchtime workshop series sponsored by the Center for New Leadership at Marlboro College. Directors and staff of mission-driven organizations are invited to join us for network opportunities, best practices in organizational success, and the exchange of ideas. These workshops build on the experience of participants to reach new horizons in professional efficacy. Each session will be presented by an instructor from one of the Marlboro graduate degrees in management, or by a regional nonprofit, government, or business leader.
Check out other upcoming MIX events at www.marlboro.edu/hotmix
When & Where
Marlboro College Center for New Leadership
The Center for New Leadership at Marlboro College is a community focused on exploring and applying new approaches to leadership. Working with mission-driven individuals, organizations and coalitions, we build leadership capacity through teaching, coaching and consulting.