Maine HR Convention: May 11-15, 2020 – Samoset Resort, Rockport, ME


Workshop D: Counter Culture

Thursday, May 14th, 2020 @ 1:00 pm - 2:30 pm

How to Make Every Employee a Customer Experience Champion

What’s it all about? When Michelle Belhumeur first started working at Gorham House 20 years ago, she was deeply unsatisfied with the organization’s work environment. After expressing her concerns, she was challenged to help change the company’s culture. The key she found is for all employees to understand that their co-workers should be treated with the same respect, positivity, and politeness they would show any external customer. She has been doing customer service training, with every employee, ever since. Through Michelle’s stories, you will learn why great customer service – inside and out – is so important to any business. Learn to identify your customer, set ground rules for your company culture, and empower each employee to take ownership of the employee experience.

Why you’ll want to participate in this session.

  • Identify the ground rules of customer service that all employees should know and utilize daily.
  • Navigate difficult decisions and crucial conversations that are necessary to a company culture shift.
  • Take away tools for coaching employees through a culture change, including how to set expectations and hold employees accountable.

Approved for SHRM Credit and HRCI General (HR) Credit.


Program Faculty: Michelle Belhumeur