November 15, 2017 - November 16, 2017 @ 12:30 pm - 12:00 pm
Scott Conference Center
6450 Pine Street, Omaha, NE, 68106
Day 1: Customers, Accountability, and the Service Team
Wednesday, November 15th
12:30 – 4:30 PM
Today’s service employees work in a very fast paced, high performance setting where they are often required to create order out of seemingly chaotic situations. Teamwork and personal responsibility are the hallmarks of a successful service operation. No business will ever succeed if its employees blame, complain, procrastinate, and point fingers in response to critical service failures.
Delivering quality service is a complex process because so many people and factors can affect the outcome of the service experience. Instead of wasting time and energy in finding excuses, service team members need to take a more proactive approach, accepting personal responsibility for correcting the situation, whether it’s part of one’s direct job responsibilities or not.
Nancy’s seminar will help to eliminate negative behaviors that are a detriment to team efforts, identify ways in which people react to change and how it impacts their ability to deliver exceptional service, and create a path to becoming a role model to others by embracing the attitudes that are necessary for success in a service focused construction environment.
Day 2: Conflict Resolution – Managing the Many Faces of Conflict
Thursday, November 16th
7:30 AM Breakfast / 8:00 – Noon Seminar
Conflicts are inevitable! When smart, confident, and assertive people come together to achieve goals in the workplace, conflicts are a certain and sometimes useful result. Conflicts can be a serious problem in any organization, especially when customer service is involved. They may not bring about the demise of a company, but they can certainly hurt performance and lead to the loss of good employees or customers. The long-term success of an organization depends upon the successful redirection of conflicts toward positive goals.
Attendees will learn how to enhance workplace and customer relationships by resolving disagreements in such a way that both parties feel respected in the process. As a result, confidence levels when dealing with conflict will be enhanced, as will relationships with coworkers and customers. Key items discussed include determining the difference between functional and dysfunctional conflicts, anticipating the five ways people might react to conflict, and implementing the appropriate strategies for individual conflict solutions.
Presenter: Nancy Bandy
Nancy Bandy is the managing director of Transitions Consulting Group. She has more than 20 years of corporate training and organizational design experience in the areas of consultative selling, management and instructor development, customer service, performance management, individual and team presentation, change management strategies, and executive leadership. Nancy is one of the most popular and highly acclaimed instructors for MSCA, having taught at numerous MSCA Conferences, the MSCA Sales Institute, and the Service Managers Training Program.
Register below by November 8th.
Please contact Michele Hoffman at 402.592.3330 with any questions.
*Please note if the event of a sell-out, priority will be given to MCA-Omaha Members. Any open spots will be allocated to our Associate Members on a first come, first serve basis.
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Registration is now closed for this event. Please contact Michele at 402.592.3330 for additional information.