No More Seats Remain!

Watch for an announcement of next seminar in Spring 2023

What's Included: 

  • days of interactive and impactful Customer Service Training
  • Printed course workbook
  • 45-minute Individual Coaching Session (via Zoom) for each attendee within 60 days after the seminar
  • 25% Discount on Future Coaching Sessions
  • Breakfast on both days, Lunch on Day 1 
  • Coffee, juice, soft drinks, water, and snacks on both days

Learning Objectives:

  • Learn a teachable, repeatable customer service process and system 
  • Increase understanding of how to put the customer first
  • Develop a stronger position and image to customers
  • Solidify bonds of trust with customers
  • Enhance and increase customer and employee satisfaction and retention. 
  • Understand the real reasons why customers buy and continue to buy
  • Grow your company's revenue and profit

Who This Training Is For: 
Anyone in your organization who has face-to-face or telephone interactions with your customers on a daily basis. This includes all service and sales growth leaders, such as:

  • Account Executives
  • Outside Sales Representatives
  • Inside Sales Representatives
  • Customer Service Representatives
  • Customer Service Managers
  • Customer Service Supervisors
  • Business Owners
  • General Managers
  • Route Managers
  • Route Supervisors
  • Route Trainers
  • High-Performing Route Service Representatives

Special Discounts Available!

  • $100 off all registrations prior to 5:00 p.m. MDT on October 7, 2022. Register NOW!
  • $50 off second and subsequent registrants from the same company 

Space is Limited. Register Now!


Here is what some recent attendees have said:

  • David was excellent, and the presentation was very informative. I learned a lot and plan on using many of the techniques given in the seminar to assess customer value and our approach to customer retention.
  • This seminar had high value! The content was current and the advice was immediately applicable to my business.
  • David was fun, engaging, and very interactive. He kept us engaged and promoted lots of healthy and productive discussions!

Course Description

Customer service is the face and voice of a company to its clients and customers. Great companies have been brought down and powerful products have vanished because of a lack of good customer service. Customer Service teams who implement systems are able to impress customers and clients, increase customer retention and satisfaction, and build a stronger sales pipeline through increased referrals.

In this interactive and impactful seminar, you will learn the strategies and systems that have been proven to boost customer satisfaction and retention, resolve conflicts between your business and clients, and to build company image and position. The systems, plays, and theories taught in this course will boost any Customer Service team to perform with greater results on a consistent basis. And, perhaps best of all, these methods are teachable and repeatable, yielding long-term results and boosting your bottom line!

Propeller Solutions Coach is a Griffin Hill-certified coach and trainer. We train, coach, and mentor teams and individuals using the Griffin Hill Customer Service System to help you improve customer satisfaction and customer retention.

Agenda

Thursday, December 8

07:30 - 08:00Registration
Breakfast (provided)
08:00 - Noon
  • The Relationship Between Customer Service and Customer Satisfaction & Retention
  • Calculating the Cost and Value of Customer Acquisition and Retention
  • What We Can Learn from Great (and not-so-great) Customer Service Organizations
  • Understanding "Value" and the Reasons People Make Buying Decisions
  • Why Companies Lose Customers
Noon - 1:00Lunch (provided)
1:00 - 5:00
  • Master the Fundamentals of Customer Service: Empathy, Common Sense, Common Courtesy, and Common Decency
  • The Customer Service System: A Teachable, Repeatable Process to Ensure Customer Satisfaction, Retention, and Revenue Growth
  • Dealing With Uh Oh! or... How to Handle Emotional Situations, including How to Apologize and How to Handle Objections
  • The Power of a Fulfillment and Follow-up Process in Ensuring Greater Customer Satisfaction, Creating Customers Who Evangelize on Behalf of Your Business, Filling Your Pipeline, and Increasing Profit
  • Creating the Right Culture for Retention and Growth
  • Interviewing and Hiring for Customer Service Skills
EveningDinner and/or Entertainment on Your Own
A list of suggested restaurants and entertainment will be provided.


Friday, December 9

07:30 - 08:00Breakfast (provided)
08:00 - Noon
  • Tactics to Ensure Long-Term Customer Relationships
  • How to Avoid Customer Churn
  • Training and Enabling Your Representatives (On-site and On The Phone) to Ensure Renewals, Upsells, Cross-Sells, and Maintain Strong Relationships
  • Creating an Unbreakable Bond with Customers Part I: The Value of Onboarding
  • Creating an Unbreakable Bond with Customers Part 2: Involving The Whole Company
NoonAdjournment

The actual timing of topics may vary and could change without notice.

Your Instructor

David Bernstein

David has a broad range of business experience including extensive work in the following industries: textile and uniform rental, industrial laundry, healthcare laundry, party rental, facility services, hospitality and hotel, and he has even done quite a bit of work in the bicycle and active sports industries.

A Lean Six Sigma blackbelt, David believes strongly in the implementation of proven processes based upon scientific and psychological research, particularly in human behavior, persuasion, and performance.

He has given keynote presentations on four continents, regularly instructs at industry institutes in the areas of sales, customer service, technology, personal & leadership development, and process improvement, and is a frequent presenter at conventions, trade shows, and workshops.


Hotel & Travel Info

Host Hotel:

Hilton Salt Lake City Center
255 South West Temple
Salt Lake City, UT 84101

Discounted Rate: $159 per night (plus applicable taxes and fees). No more seats remain for this seminar. If you have already registered, please contact us for the hotel reservation information.

The Hilton Salt Lake City Center is located about 7 miles from the Salt Lake City International Airport (SLC). You can use Uber, Lyft, taxis, shuttles, or public transportation to get to the hotel, which is also just a seven-minute walk from the shopping, dining, and nightlife at City Creek Center.

Our negotiated discounted rate is available 3 days before and 3 days after the event in case you would like to enjoy Salt Lake City, the nearby resorts, any of the 12 (twelve!) National Parks that are located within a day's drive. This rate includes free high-speed WiFi in your guest room as well as in the meeting room, and discounted on-site parking of $12 per night. Reservations must be made no later than November 16, 2022. In order to receive the discounted rate, you must use Hilton's online reservation system (please contact us for info).

Travel Information:

Salt Lake City International Airport (SLC) is a major hub for Delta Airlines but is also served by Southwest Airlines, Alaska Airlines, American Airlines, Frontier Airlines, JetBlue Airways, Spirit Airlines, and United Airlines. International attendees can fly via Aeromexico, Air Canada, KLM Royal Dutch Airlines, or EuroWings Discover. With more than 90 nonstop destinations, most people can fly to SLC direct! 

Weather & Attire

Typical daytime temperatures in Salt Lake City in the late fall can range from the mid-30s to the mid-50s Fahrenheit. Snow is possible this time of year, but is usually quite light in the Salt Lake Valley and usually does not stick around long. It is extremely rare for snow or other inclement weather to impact flight operations at Salt Lake City International Airport. 

Please plan to dress in business casual attire for the seminar. You may want to bring a light wrap or sweater for indoor comfort since meeting rooms can get chilly, and plan to bring a warm coat or jacket if you plan to walk to dinner.  

Health & Safety

We are committed to providing a safe and comfortable environment for our attendees. At the present time, there are no COVID restrictions in Salt Lake City or at the host venue, but attendees are expected to follow all health & safety guidelines so we will monitor these requirements and we will endeavor to keep you updated should things change. 

Masks are not required, but those who wish to wear them are welcome to do so and we expect all attendees to respect each other's choices in this regard.

Attendees should take a self-assessment of their health prior to the initiation of travel. If you are experiencing any COVID symptoms or otherwise feel ill, please do not attend. Attendees should also take a daily self-assessment while on site and will be expected to forego attendance in the event they are feeling ill or have COVID symptoms. We will have an on-site coordinator to assist anyone who is unable to attend due to health reasons.

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No Seats Remain - Registration is Closed

  • Regular price registration for Empowered Customer Care seminar. Includes seminar, course workbook, breakfast both days, lunch on Day 1, coffee, soft drinks, water, and snacks both days, and follow-up coaching session.


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