[OPLINLIST] Create a Positive Impression n 8 Seconds Flat

[SWON Libraries]

*This announcement has been posted to several lists.  Our apologies for 
any duplication.
****************************************************************************
*Please forward this message to all interested parties.


    Create a Positive Impression in 8 Seconds Flat
    <http://www.swonlibraries.org/viewevent?id=742>

You have 8 seconds to create a positive customer impression on the phone 
and in person. Learn how to put this "Window of Impression" to work for 
you in creating a great customer 'experience' during this highly 
interactive, content-rich and fun program.

* Assess voice strengths and weaknesses and learn to use your voice as a 
customer service tool
* Explore common vocal errors and antidotes for correction and create a 
Development Plan
* Leverage the Customer Service V.O.I.C.E. Model to enhance the 
'customer experience' image your employees are sending
    What is the value they are feeling and the value they are giving?
* Practice techniques to effectively manage difficult customers
* Examine common errors in listening to challenging customer
* Create P.E.P., Positive Energy Power, that fuels the spirit of 
employees and sparks the interest of your customers


      Date

Tuesday, September 26th, 2006


      Time

9:00 a.m. - 4:30 p.m.


      Location

Indiana Wesleyan, Dayton Education Center, 2912 Springboro Road, Dayton, 
Ohio 45439


      Speaker(s)

Lauren Burnett is the President of the Center for Inner Quality, an 
organization focused on building the character and competency of people 
for high-performance and high-quality life. Lauren is an expert at 
speaking, professional development and management training and provides 
executive and personal coaching services.


      Contributing Member of SWON Libraries

$45


      Friend of SWON Libraries

$45


      Contributing Member of NEO-RLS, NORWELD, or SERLS

$45


      Other

$100

The deadline to register is Monday, September 25th, 2006


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