1. C USTOMER S ERVICE S EMINAR Team Synergy

2. AGENDAAGENDA Workshop overview Day 1 : Customer Service Communication Day 2 : Serving International and Domestic Clients Day 3 : Damage Control and Implementation Conclusions & Budget Recommendations Q & A

3. S EMINAR O VERVIEW There are three reasons to use our seminar! 1. It costs 10 times more to acquire a new customer than to keep an old one. 2. Customers will pay more for better service. 3. Poor service is the #1 reason American companies lose business if you dont treat your customers right, someone else will - BOB MIGLANI

4. SEMINAR OVERVIEWSEMINAR OVERVIEW

5. D AY 1 OVERVIEW Registration and Refreshments Introductions and Welcome PowerPoint What is Corporate Culture Corporate Culture and its significance Four Levels of Corporate Culture Changing Corporate Culture

6. D AY 1 OVERVIEW Communication Skills Customer Service Game Elements of Great Service Eighteen Communication Factors Universal Call Path Vocal Charades

7. D AY 2 OVERVIEW Welcome PowerPoint Refreshments Overview of yesterday Keynote Speaker- Timothy Edwards Focus on the Customer

8. D AY 2 OVERVIEW Personalities of clients Dimensions of personality Quiz, which dimensions do you favor? International Clients Statistics Cultural Norms Tips to deal with foreign customers Listening Techniques Semantics Listening techniques

9. D AY 3 OVERVIEW Welcome PowerPoint Refreshments Overview of Yesterday Morning Learning Activities Dealing with Anger The Angry Customer

10. D AY 3 OVERVIEW Keynote Speaker-Frank Candy Customer Service Damage Control

11. D AY 3 OVERVIEW Jeopardy – (5 teams of 20) Lecture and pop quiz on implementation of what you have learned at the seminar Company brainstorm exercise How to implement things you have learned in your business day-to-day Wrap up and SOCIAL !!!

12. C ONCLUSIONS Total Attendees100 Total Cost$ 36,587.00 Total Charged (Including commission) $ 47,563.10 Per Person Cost$ 475.00

13. B UDGET

14. RECOMMENDATIONS Advertise Book venue / Purchase supplies & raffle prizes Confirm speakers/ book accommodations Coordinate Team Synergy travel arrangements Order refreshments & meals Design and print supplies Assemble welcome packets

15. Q U E S T I O N S ?!