December 12, 2017
11:30 a.m. - 1:00 p.m.
People do not remember days, they remember moments – Moments Matter! Your verbal and nonverbal communication with customers can make or break loyalty in a split second. That is because individuals think more about their experiences with people than they do about products and services. Research shows retaining a consumer or sending him/her off to the competition comes down to the sum of countless interactions between customer and employee. These findings will be applicable not only for your clients, but also for the talent you manage.
Joy Dyer serves as Manager of Guest Relations for the Oklahoma City Thunder, having been with the team since 2014. Joy manages the organization’s “CLICK! With Your Guests” customer service training program in support of her department’s vision to be “the most fan-centric organization in professional sports.” She plays a key role in maintaining a fully integrated service strategy throughout the Thunder organization, as well as with its business alliance partners. Investing in the arena’s front-line team members has become her passion.
Fueling her passion is Joy’s background in education and in ministry. She received her bachelor's degree in Educational Ministries from Manhattan Christian College in 1999. Joy serves as the Vice President of Membership for the Central Oklahoma Chapter of the Association of Talent Development (ATD). She also serves her community as part of the Yukon Public Schools Helping Hands volunteer program, Delta Theta Chi women’s sorority, Certified Tourism Ambassadors (CTA), the Council of Hotel and Restaurant Trainers (CHART), Customer Experience Professionals Association (CXPA), National Customer Service Association (NCSA) and Toastmasters International. She is a graduate of the Disney Institute ELEVATE Ambassador program, and she will be joining the Strata Leadership Advisory Council this year. Joy is the mother of two teenage boys and has partnered with her husband in youth ministry for two decades.
If you have already registered but would like to pay for your registration using a credit card online, click the Register button.