presents

American Management Association Seminars


Leading Extraordinary Customer Service
Seminar No: 05101-XNBB
CEU Credits: 1.2
Length: 2 days


Keep your customers—and attract new ones—by providing superior service!

To successfully compete in today’s challenging business climate—and survive in the long term—organizations need to create customer loyalty by providing remarkable and outstanding service. But that level of service doesn’t just happen; it’s the result of effective service leadership. This seminar is designed to show managers and supervisors how to manage world-class service delivery in their organizations. Developed by Dr. Chip Bell, best-selling AMACOM author of the newly revised Managing Knock Your Socks Off Service, this hands-on seminar guides you through proven approaches for leading service excellence and practical tools as well as tips and techniques you can use to have a real impact on your organization’s bottom line.

How You Will Benefit

  • Achieve a competitive edge for your business
  • Align employees, systems and customers
  • Surpass your customers’ needs and expectations
  • Attract and retain people committed to service excellence
  • Create and sustain customer loyalty
What You Will Cover
  • Relating service quality to business objectives
  • Case studies in leading service excellence
  • Techniques for listening to your customer and gaining a better understanding of their needs
  • A guide for developing a compelling service vision
  • Managing your service delivery systems
  • Why service recovery is important and the elements of elegant recovery
  • Key concepts for solving the people puzzle including principles for picking strong service employees
  • How to be a service leader who mentors others
  • Keeping your employees at the top of their game by recognizing, rewarding and celebrating success
  • The service managers’ function as a role model, trust builder and story teller
  • Crafting the service standards needed to ensure consistency
  • Making your own plan of action
Who Should Attend

First and second level managers, front-line supervisors, department, team and task-force leaders, HR managers and all those who want to improve the quality of service their organization provides to external and internal customers.

Developed by Dr. Chip Bell, best selling AMACOM author of the newly revised Managing Knock Your Socks Off Service.

Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

For information about bringing a course to your site please call 919-480-2550 or email the registry at .

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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

Select date/location & complete form below. Then, click on 'Send'

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After submitting your online registration you will receive registration confirmation and invoice within 7-10 business days. You may pay by credit card or check. Confirmation information will also include location and other pertinent course information.
Always state priority code XNBB to your customer service representative when registering directly by phone.

Note: Prices are subject to change without notice. To confirm the price of your session, select the session above and click “Send”. Discounts apply for groups of three or more people. Call for details. Federal government employees are eligible for special GSA pricing for many seminars.

AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.

New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

Chicago
AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631

San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103

Atlanta
AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309

Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202

If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at . If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.

AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.

AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

You can also register by emailing your registration information to us at or calling us at 919-480-2550.

For additional information and schedules call 919-847-0331.

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