La mobilisation :

Animated by:

Michel Tremblay
M. Sc. (gestion), HEC Montréal; D. Sc. (gestion)
Professor, HEC Montréal

Gilles Laberge
M. Ps.
Omer DeSerres Chair of Retailing, HEC Montréal

This seminar is available in French only

Service companies must face the daunting challenge of satisfying their customers on a daily basis. The "wow" in the customer experience depends largely on quality of the interaction with company employees, who serve as the front-line ambassadors of the organization and its values. In this context, implementing a work environment that encourages employee engagement and prompts them to deliver excellent service represents a true strategic advantage.

The notion of engagement can nevertheless be difficult to pin down. This seminar was therefore developed to help managers and practitioners adopt an engagement-friendly model, based on recent studies of some of the service industry's foremost corporations. Using a diagnostic approach and tools designed to build a cohesive action plan inspired by cutting-edge organizational practices, participants will be learn how to actively promote employee engagement.