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ROBIN GETMAN
Serve From Your Heart
Is Good Service Ruining Your Business? The Service Profit Dilemma
Here's the dilemma, in order to be the best at what you do, you need to:
* Attract and retain good people
* Attract and retain loyal customers
* Ensure solid financial performance
So, which "customer" do you serve:
The employee customer?
* The one who represents you and your business in front-line service
* The one who wants you to give more and expect less
The product customer?
* The one the front line is paid to serve
* The one who wants you to give more and charge less
The profit customer?
* The one you're paid to realize
* The one who wants you to give less and charge more?
The answer is “all three.” Explore this thought provoking, substantive topic and learn:
* Prescriptions to maximize employee service, customer service and the bottom
* Tactics to build and manage extraordinary levels of employee and customer satisfaction and loyalty
* Techniques you can apply in your own operation
The Truth About Customer Service Excellence
Imagine being accused of giving consistently excellent service. What evidence would your cusotmers (internal and external) use to convict you? Is it possible the customer isn't always right? Can good service ruin your business? Surprising answer await in this entertaining, revealing and candid session on creating and maintain a culture of service.
What you'll learn...
* 14 Truths about Customer Service Excellence
* Product value from the customer's perspective
* Service promises that should be broken
* The value of serving from the heart
* How four generations perceive and evaluate service and why you should care
Can You Hear Me Now? Communicating for Results
Wherever you go, you see and hear people talking. Cell phone users talk while they shop, walk and drive and barely acknowledge the people who shop, walk and drive beside them!
Friends, family, colleagues and coworkers check caller ID, scroll handheld computers and exchange instant messages as they assure us they’re listening and urge us to “go on…”
We’re talking more and communicating less, "we’re “linked,” “hooked,” “wired,” and longing for connection.
Turn off your phones and tune into laughter as we practice the art of customer-focused communication and affirm the value of connection.
Explore the power of active listening and practice communication techniques designed to help you:
* Enhance communication with customers and coworkers
* Build trust and rapport, deepen connection and grow relationships
* Create transformational (not transactional) service moments
* Be heard by customers, coworkers and supervisors
* Look thinner and younger in just one hour (okay, this one may not be true)
Can You Hear Me Now? Defusing Difficult People and Situations
Sometimes it’s not the person that’s difficult; it’s the situation. Increase your effectiveness by recognizing the difference and learn to respond with grace, confidence and ease.
What you’ll learn:
* How to defuse difficult situations
* How to defuse difficult people
* How to tell the difference!
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Arts & Entertainment Baltimore Zoo
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Arts & Entertainment Field Museum of Natural History
Arts & Entertainment FleetCenter
Arts & Entertainment Guthrie Theater
Arts & Entertainment INTIX (International Ticketing Association)
Arts & Entertainment Knott’s Camp Snoopy
Arts & Entertainment MERSC (MN Employee Recreation & Services Council)
Arts & Entertainment Minnesota Orchestral Association
Arts & Entertainment Minnesota State Fair
Arts & Entertainment Mystic Lake Casino
Arts & Entertainment River Center
Arts & Entertainment Roy Wilkins Auditorium
Arts & Entertainment Xcel Energy Center
Associations AATH (Association for Applied & Therapeutic Humor)
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Auto Luther Auto/Motor Management Corporation
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Faith-based Bethlehem Lutheran Church
Faith-based ELCA (Evangelical Lutheran Church of America)
Faith-based Luther Seminary
Faith-based Thrivent Financial for Lutherans
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Financial Key Bank
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Healthcare High Pointe Surgery Center
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Healthcare Northwest Eye Clinic
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Healthcare Queen of Peace Hospital
Healthcare Quello Clinics
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Healthcare Suburban Radiologic Consultants, Ltd
Healthcare TRIA Orthopaedic Center
Healthcare Veteran’s Administration Upper Midwest Network
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Hospitality Aramark Midwest School Support Services
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Hospitality Baby Routh Restaurant
Hospitality Bar Abilene
Hospitality Caribou Coffee Company
Hospitality Champps Americana
Hospitality CHART (Council of Hotel & Restaurant Trainers)
Hospitality CIRA (Council of Independent Restaurants of America)
Hospitality ColdStone
Hospitality Cuisine Concepts
Hospitality Dakota Jazz Club and Restaurant
Hospitality Earle Brown Heritage Center
Hospitality Fireside Theatre
Hospitality Fitger's
Hospitality Hilton Hotels-Minneapolis
Hospitality Hoosier Hospitality
Hospitality Hospitality Minnesota-UPShow
Hospitality Hospitality Minnesota-Learning Made Fun series
Hospitality Hospitality Minnesota-PhD series
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Hospitality Goodfellow's
Hospitality Jax Cafe
Hospitality Kincaid's
Hospitality Leeann Chin Inc
Hospitality Lucia’s Restaurant
Hospitality Lutsen Resort
Hospitality Marshall Field’s Dining Services (Dayton’s Marshall Field’s Hudson’s)
Hospitality Medina Entertainment Center
Hospitality MLBA (Minnesota Licensed Beverage Association)
Hospitality Monical’s Pizza
Hospitality NACE (National Association of Catering Executives)
Hospitality NACUFS-Region 5 (National Association of College & University Food Service)
Hospitality Newport Sea Grill
Hospitality Pacifica Restaurant
Hospitality Papa John’s Annual Franchise Conference
Hospitality Pizza Inn
Hospitality Ruttger's Bay Lake Lodge
Hospitality Saint Paul Hotel
Hospitality Sasha’s Deli and Grill
Hospitality SFM (Society for Foodservice Management) National Conference
Hospitality SFM on Tour
Hospitality Southern Hospitality, Inc
Hospitality Southview Country Club
Hospitality Subway Shops
Hospitality TCHPA (Twin Cities Hospitality Personnel Association)
Hospitality Tejas
Hospitality The Wausau Club
Hospitality University of Minnesota-Tourism Center
Hospitality Wisconsin Restaurant Association
Hospitality Women’s Foodservice Forum
Insurance Hope Mutual Insurance
Insurance IMT Insurance Co (Mutual)
Insurance Integrity Plus/United Healthcare
Insurance State Farm Insurance Company-North Central Region
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Insurance State Farm Insurance Company-Claims Conference for MN & WI
Insurance State Farm Insurance Company-Heartland Zone
Law MLAA (Minnesota Legal Administrator’s Association)
Law Rider Bennett
Law Robins, Kaplan, Miller & Ciresi
Manufacturing Paragon Machine
Manufacturing Pentair, Inc
Manufacturing Window Lite
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Marketing Tunheim Partners
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Real Estate Burnet Title
Real Estate Canadian Staging Professionals
Real Estate Great Lakes Management Co.
Remodeling Business Networks
Remodeling Feng Shui Practitioners
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Retail Aveda Services Midwest
Retail Delaware North
Retail Handimart/Nordstrom Oil
Retail Lifetouch National School Studios
Retail Marshall Field’s (Dayton’s Marshall Field’s Hudson’s)
Retail Piggly Wiggly Bakery and Deli conference
Retail Target Corporation
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Technology Centron
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Technology Honeywell
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Travel & Tourism Dubuque Chamber of Commerce
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Travel & Tourism MLT Travel Show
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Travel & Tourism Wisconsin Restaurant Association
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