Date: Friday, April 24, 2015
Time: 1:00PM - 5:00PM
Location: KI Showroom in Buckhead, 3575 Piedmont Road, NE, Conference Room Level, Entrance B. Building 14 (in the back), Atlanta, Georgia 30305
Earn 4 PDUs!
Description:
Don’t just talk about providing better customer service – make it a reality! Becoming a Customer Service Star helps both employees and managers examine their attitudes about customer service in five critical areas:
• Having a positive attitude toward customers
• Encouraging customer feedback
• Responding to customer problems
• Developing repeat relationships
• Seeking to exceed customer expectations
The assessment can be used to measure individual performance, build a service team, or identify changes needed in policies or operating procedures.
Course Objectives:
• Create a profile of individual customer service strengths and weaknesses
• Recognize the opportunities to improve customer service and retention
• Identify an individual action plan to enhance service in the 5 key areas
Who should attend:
Becoming a Customer Service Star is appropriate for anyone who has contact with customers . . . internal AND external.
Free Resource:
"Prioritized To-Do Lists: It’s as Easy as ABC-123"
Participants do not need to hold a PMP® certification to attend this course.
Earn: 4 PDUs!
Instructor: James Lee Haner, PhD
Instructor Bio.
James is the Managing Director of James Haner Limited (JHL) Consulting, specializing in “Building Better Businesses.” JHL is an independent firm offering business consulting and project management/leadership services to Fortune 500 companies in the U.S, Europe, Africa, and China. James’ responsibilities have included establishing a corporate Web presence for a Fortune 500 company, creating a successful organization-wide employee development plan, and developing the IT infrastructure for a start-up company in both project management and leadership roles.
James completed his PhD in Adult Education at the University of Idaho and Corillins University. He earned an MA degree in Management from the Claremont Graduate School and took classes with Peter F. Drucker, “the father of modern management.”
James is a contributing author of 140 Project Management Tips in 140 Words or Less, 2010; Making Sense of Sustainability in Project Management, 2011; PMP Practice Makes Perfect, 2011 and 2013; and Program Management: A Life Cycle Approach, 2012.
He is an active member of the Project Management Institute (PMI) and the International Institute of Business Analysis (IIBA).
James was awarded the Dale Carnegie Course “Highest Achievement Award” and earned the Vietnam Service Medal.
Contact James at James@JamesLHaner.com or 904-874-6226 or visit www.JamesLHaner.com.
Date: Friday, April 24, 2015
Time: 1PM - 5PM
Location:
KI Showroom in Buckhead
3575 Piedmont Road, NE
Conference Room Level
Entrance B. Building 14 (in the back)
Atlanta, Georgia 30305
678-533-7095
Note: Entrance B. Building 14 (in the back). Park only in the Bldg. 14 spaces - come around the half circle Driveway to ensure you are in the correct parking spaces.
RSVP: Wednesday, April 22, 2015
Registration Fee:
$ 165 --- PMI Atlanta Chapter Member (discount rate)
$ 222 --- Non-member (standard rate)
PMI Atlanta Calendar of Events: http://www.pmiatlanta.org/events/event-calendar
Please note that walk-ins on the same day as class are not allowed. Registration must be completed on-line in advance of RSVP date provided in course description.
* If you have questions about this class please contact Angelique Dumas Edwards at minisemchair@pmiatlanta.org. If there is an urgent request, please phone (470) 315-1179, (voicemail only, but your call will be returned within 2 business days).