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The program explores proven processes and methodologies for being able to achieve a higher level of job satisfaction through a service excellence mindset.

 Export to Your Calendar 5/18/2018
When: Friday, May 18, 2018
9:00 am - 12:00 pm
Where: CT Nonprofit Center
Hartford, Connecticut 
United States
Presenter: David O’Brien, WorkChoice Solutions
Contact: Katie Breslin

Online registration is available until: 5/18/2018
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Delivering Exceptional Customer Service

Your Guide to Increasing Customer Satisfaction & Job Satisfaction

This interactive and highly motivational workshop is designed to help leaders and teams recognize and appreciate the value and impact of service excellence. Participants will explore proven processes and methodologies to achieve a higher level of job satisfaction through a service excellence mindset. Additionally, participants will learn the tools and skills necessary to expand influence and impact while helping to increase customer and stakeholder satisfaction.


Module One: Creating a Service Excellence Context
  • Exploring service excellence in our world
  • Defining customer needs & expectations
  • Discovering the opportunity to make a difference


  1. Identify and explore customer service scenarios within your organization
  2. Assess the full range of stakeholders and their corresponding expectations
  3. Build awareness of the impact of service excellence
Module Two: Building a Foundation of Customer Satisfaction Excellence
  • The Five Dimensions of customer satisfaction
  • The 1% Factor - differentiating excellent service from poor service
  • Turning customer complaints into “wow” moments


  1. Expand awareness of the key drivers of customer satisfaction
  2. Create a context for increasing customer satisfaction
  3. Explore proven strategies for effectively managing customer complaints
Module Three: Choose Your Attitude
  • Dispelling the positive thinking / learned optimism myth
  • Exploring the thought / behavior correlation
  • Understanding the Attitude - Choice Cycle


  1. Create a context for challenging self-limiting assumptions
  2. Examine the link between thoughts, behavior and service excellence
  3. Explore the critical drivers of attitude, influence and impact

Presenter Information:

Dave O'Brien, President of WorkChoice Solutions, is a trusted provider of leadership and team effectiveness training, coaching and consulting services. He works with a wide range of corporate, nonprofit and public sector clients to help bring about sustainable improvements in organizational effectiveness. His first book, The Navigator’s Handbook, 101 Leadership Lessons for Work & Life is available on-line and in bookstores nationwide. His second book, The Navigator’s Compass 101 Steps Toward Leadership Excellence was released in 2016 and is also available nationwide.

Program Fees:

The Early Bird Rate is available until April 26, 2018:

- $50 for members

- $70 for not-yet-members


Regular registration fees:

- $70 for members

- $90 for not-yet-members 


Payment is due in full upon registration and enrollment will not be guaranteed until payment is received.

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