Service excellence is a cornerstone of thriving organizations. Join Dr. Janet Pilcher as she revisits past episodes with Donna Kirby, Vice President of Experience at the Pensacola Blue Wahoos, to hear how she’s created a culture of service excellence within her team. Hear how Donna transforms customers into loyal fans and learn the three tactics she employs to apply consistent and exceptional service delivery.

This episode addresses questions such as:

• How can practicing reward and recognition for employees positively impact the customer experience?
• How can customer survey results be used to deliver real-time solutions?
• How can leaders empower their employees to tackle challenges and find innovative solutions?

Recommended Resources:Vulnerability is at the Heart of Service Excellence, Service Recovery That Knocks it Out of the Park, Service Excellence: Always Behaviors That Increase Performance Metrics
 
Read and study: Each episode of the podcast aligns with the tactics and principles of our host's book, Hardwiring Excellence in Education: The Nine Principles Framework. In conjunction with that book, you can join the mission to create great places to work, learn, and succeed by leading a book study with your leadership team for Hardwiring Excellence in Education. Our free, on-demand book study offers additional tools and resources created by Dr. Pilcher and our Studer Education leader coaches. Each chapter in the study also features exclusive interviews with influential education leaders sharing how they’re making a difference in their districts and beyond.

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