Surrounded by vintage posters and memorabilia, over 25 participants gathered at Coca-Cola Canada for CSPN’s first Breakfast Meeting of the year. Treated to a lovely breakfast in Coca-Cola’s nostalgic theater, attendees listened and learned as Roger Pugsley, Director of Customer Service Excellence at Oxford Properties, gave an eye-opening presentation on how Oxford has immersed their employees in their award-winning Customer Service Excellence culture and journey.
With his depth of experience and crystal-clear vision, Roger provided an in-depth look at Oxford’s CX Journey and shared 7 leading methods that participants could leverage into a successful CX culture initiative at their own organizations.
Attendees learned the importance of establishing clear guiding principles and a rooted understanding of a company’s brand promise. Roger explained the immeasurable value in empowering employees to deliver on that brand promise and how open dialogue is vital to deepening awareness and commitment. Roger also shared one of his favorite quotes; “Good Is the enemy of great,” and encouraged everyone to never let a good job get in the way of a great one.
Following the compelling presentation, attendees broke into groups to work together and take a deeper dive into the subject as they collaborated and discussed each of the 7 methods. Collecting together once again, all had the chance to learn from one another as one spokesperson from each group presented how they might implement the 7 methods, which led to a lively and engaging discussion as participants discussed ideas, challenges, solutions, and best practices on how to seamlessly create positive change in their workplace.
Excited to take what they’d learned back to their teams, participants grabbed a final refreshing fountain drink, exchanged business cards and said goodbye to their new contacts, but not before being treated to view Coca-Cola Canada’s sophisticated bottling floor and a tour of their customer contact centre. Participants left the Breakfast Meeting feeling energized and motivated, armed with exciting new ways to build an award-winning culture in their workplace.
To give back to the community that we are so proud to be a part of, CSPN requested that member participants bring non-perishable food items in lieu of registration fees. Everyone outdid themselves! Due to their liberal generosity, CSPN was able to gratefully deliver over 100 pounds of food and diapers to the local area food bank.
CSPN’s Breakfast Meetings are held quarterly and feature expert speakers on emerging Customer Service trends. The next Breakfast Meeting will be held in June 2017. Be sure to subscribe to our email list to learn about this and other exciting CSPN’s events.