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DTSTART:20070311T020000
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UID:b57142ae-77ff-4cec-9111-9633bd78e6ac.171914@calendar.missouristate.edu
CREATED:20161006T152658Z
LAST-MODIFIED:20161006T152658Z
LOCATION:Plaster Free Enterprise Center\, Robert W. PCTR 1001
SUMMARY:Creating Exceptional Customer Experiences  
DESCRIPTION:Whether your organization is big or small\, service or manufac
 turing\, it boils down to having customer service skills that enable you 
 to create a profitable and lucrative experience. Many companies forget or
  ignore the fact that customer service has direct impact on profits - esp
 ecially future profits. In today's economy\, customers are questioning va
 lue even with companies they have known for years.\n\n\n\n\n\nSuccessful 
 companies will anticipate customer needs and solve problems before the cu
 stomer knows they even exist. But before you can do this\, you have to st
 art with the basics. During this one-day seminar you will learn ways to i
 ncrease communication with customers in person or over the phone\, techni
 ques for dealing with angry customers\, keeping your composure under stre
 ss\, and much more.\n\n\n\n\n\nKey Information\n\n\nThe Customer Service 
 Mindset\n\n\n\n\n\nThe Service Principle\n\n\n\n\n\nCreating the Customer
  Service Environment\n\n\nLearning What Customers Expect\n\n\nImportant D
 ifferences between Internal &amp; External Customers\n\n\nIs the Customer Alw
 ays Right?\n\n\n\n\n\nManaging Customer Expectations\n\n\n\n\n\nThe Natur
 e of Complaints\n\n\nKey Differences between Face to Face and Over the Ph
 one\n\n\nBalancing Customer satisfactions with Business Results\n\n\nList
 ening to Create Results\n\n\n\n\n\nGetting to the Core of the Issue\n\n\n
 \n\n\nResolve Issues So They Stay Resolved\n\n\nControl the Timing and th
 e Direction\n\n\nHelping to Lead the Other Person to Their Own Solution\n
 \n\nGaining Understanding\n\n\n\n\n\nIdentifying the Real Issue\n\n\n\n\n
 \nRecognizing Emotions\n\n\nAvoiding Misunderstandings\n\n\nListening in 
 Hectic Situations\n\n\nDealing with Emotionally Charged Situations\n\n\n\
 n\n\nControlling Your Own Emotional Response\n\n\n\n\n\nDiffusing Negativ
 e Emotions\n\n\nThe Art of the Apology\n\n\nPersuading Them to Take No fo
 r an Answer\n\n\nBenefits of Attending\n\n\n\n\n\nGet to the essence of a
  problem\n\n\n\n\n\nAvoid misunderstandings by clarifying what others are
  saying\n\n\nPresent each customer with the same\, consistent message\n\n
 \nDeal with difficult customers\n\n\nLearn how to analyze what makes your
  customers happy\n\n\nInfluence others within your organization to become
  more customer-focused\n\n\nRecognize and reward splendid customer service
X-ALT-DESC;FMTTYPE=text/html:&lt;html&gt;&lt;head&gt;&lt;title&gt;&lt;/title&gt;&lt;/head&gt;&lt;body&gt;&lt;p&gt;Wh
 ether your organization is big or small\, service or manufacturing\, it b
 oils down to having customer service skills that enable you to create a p
 rofitable and lucrative experience. Many companies forget or ignore the f
 act that customer service has direct impact on profits - especially futur
 e profits. In today's economy\, customers are questioning value even with
  companies they have known for years.&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Successful compani
 es will anticipate customer needs and solve problems before the customer 
 knows they even exist. But before you can do this\, you have to start wit
 h the basics. During this one-day seminar you will learn ways to increase
  communication with customers in person or over the phone\, techniques fo
 r dealing with angry customers\, keeping your composure under stress\, an
 d much more.&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Key Information&lt;/p&gt;\n&lt;p&gt;The Customer Servic
 e Mindset&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;The Service Principle&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Creatin
 g the Customer Service Environment&lt;/p&gt;\n&lt;p&gt;Learning What Customers Expect
 &lt;/p&gt;\n&lt;p&gt;Important Differences between Internal &amp;amp\; External Customers
 &lt;/p&gt;\n&lt;p&gt;Is the Customer Always Right?&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Managing Customer
  Expectations&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;The Nature of Complaints&lt;/p&gt;\n&lt;p&gt;Key Diffe
 rences between Face to Face and Over the Phone&lt;/p&gt;\n&lt;p&gt;Balancing Customer
  satisfactions with Business Results&lt;/p&gt;\n&lt;p&gt;Listening to Create Results&lt;
 /p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Getting to the Core of the Issue&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Resolv
 e Issues So They Stay Resolved&lt;/p&gt;\n&lt;p&gt;Control the Timing and the Directi
 on&lt;/p&gt;\n&lt;p&gt;Helping to Lead the Other Person to Their Own Solution&lt;/p&gt;\n&lt;p
 &gt;Gaining Understanding&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Identifying the Real Issue&lt;/p&gt;\n&lt;
 p&gt;&lt;/p&gt;\n&lt;p&gt;Recognizing Emotions&lt;/p&gt;\n&lt;p&gt;Avoiding Misunderstandings&lt;/p&gt;\n&lt;
 p&gt;Listening in Hectic Situations&lt;/p&gt;\n&lt;p&gt;Dealing with Emotionally Charged
  Situations&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Controlling Your Own Emotional Response&lt;/p&gt;\
 n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Diffusing Negative Emotions&lt;/p&gt;\n&lt;p&gt;The Art of the Apology&lt;/
 p&gt;\n&lt;p&gt;Persuading Them to Take No for an Answer&lt;/p&gt;\n&lt;p&gt;Benefits of Atten
 ding&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Get to the essence of a problem&lt;/p&gt;\n&lt;p&gt;&lt;/p&gt;\n&lt;p&gt;Av
 oid misunderstandings by clarifying what others are saying&lt;/p&gt;\n&lt;p&gt;Presen
 t each customer with the same\, consistent message&lt;/p&gt;\n&lt;p&gt;Deal with diff
 icult customers&lt;/p&gt;\n&lt;p&gt;Learn how to analyze what makes your customers ha
 ppy&lt;/p&gt;\n&lt;p&gt;Influence others within your organization to become more cust
 omer-focused&lt;/p&gt;\n&lt;p&gt;Recognize and reward splendid customer service&lt;/p&gt;&lt;/
 body&gt;&lt;/html&gt;
DTSTART;TZID=America/Chicago:20161117T090000
DTEND;TZID=America/Chicago:20161117T160000
SEQUENCE:0
URL:https://mdi.missouristate.edu/
CATEGORIES:Public,Alumni,Faculty,Staff
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