Send Page To a Friend

Breakfast Briefing
Date:  Tuesday, April 8, 2003
Time:  8:00 AM – 10:00  am
Continental Breakfast served

Advanced Registration/payment - $25.00
To register, cut & paste the following URL into your browser:
http://www.evite.com/ldennis@knowledgence.com/keepcust

or pay $35 for registration at the door.

Location: The Thomson Solutions Center http://www.thomsoncenter.com
745 Boylston Street, Suite 300
Boston, MA 02116

Directions are at the bottom of the page at the following URL:
http://www.thomsoncenter.com/contact.html

Topic Description:

Customers, like the businesses that serve them, come in all shapes and sizes.  But the one trait that they all share is that they are human.  And human beings seek positive, enjoyable experiences, especially when their (or their company’s) hard-earned money is involved.  While this is not exactly earth-shattering news, it is remarkable how many businesses overlook this concept while trying hard to service their customers.

 Regardless of whether your business serves individual customers one at a time, or the company that employs you serves big accounts from other large companies, the game of commerce is still based upon relationships.  The old adage says that people do business with people they like, and in this seminar, we will discuss ways of creating a likable, enjoyable, and comfortable customer experience, such as:

• We’re All Customers – tapping into our own personal service experiences
• Success in the Details – little things you can do that mean a lot
• Generosity Pays – give a little, and get a lot in return
• The Delicate Art of Saying No – the customer is not always right
• Service Strategy – coordinating the service you are delivering with the service your customers are seeking
• So, Can I See You Again? – developing repeat business

Your Session Leader:

Chuck Dennis brings nineteen years of customer service, trademark research, and business management experience to client engagements.  Believing that all aspects of business lead back to the customer, he strives to build operations that are clean and practical for his client, and strategies that fully serve the interests of the client's customers.  Chuck understands the fragile nature of business relationships, and the numerous choices available these days to customers in any industry.  This is why he believes that anyone who comes in contact with a business, regardless of whether or not they make a purchase, should be considered a customer.  And every customer should be treated with the kindness, courtesy, and attentiveness that you’d bestow upon your saintly gray-haired grandmother.

Prior to joining Knowledgence Associates, Chuck developed his understanding of customer service in the business information industry, serving the legal community with Thomson & Thomson, and the research community with Northern Light Technology.  Now in his third year with Knowledgence Associates, he seeks to help businesses increase their bottom lines by improving the level of service they deliver and the quality of the relationships they build with customers.

Copyright © 2002 knowledgence associates
Send mail to: webmaster@knowledgence.com