Dear Tracy,

ICTT's May Supervisors' Connection Presents:
Customer Service: Balancing the Two Sides of Service

Successful businesses and organizations put customers (internal and external) at the center of every decision and transaction.  Excellent customer service requires both business (core) and human (care) level skills – interacting with customers and executing requests. 

In this information-packed workshop you will:

• Explore the value of customers
• Be introduced to the Four Governing Forces of Service
• Work with several concepts:  The Human-Business Model, An Effective Internal/External Interaction Model, Moments of Truth and the Loyalty Theory

Facilitated discussion led by Betsy Day, an experienced trainer and customer service provider. Betsy is a corporate instructor for the Institute of Corporate Training and Technology at NSCC. She partners with executives, managers/supervisors, and front-line staff to increase performance improvement by focusing on human level skills of effectiveness and relationship building.

To register for this event, please download our registration form and then:

• Fax to: NSCC 978-236-1220 OR
• Mail payment and registration form to:
  Cheryl Hines
  North Shore Community College – ICTT
  181 Elliott Street
  The Cummings Center, Suite 121E
  Beverly, MA 01915

For group information, please contact Cheryl Hines at chhines@northshore.edu.

Please Note: Space is limited.

Cancellations must be received one week prior to event to receive a refund.