July 13, 2016
Holiday Inn Chicago SW William Tell
6201 Joliet Rd
Countryside, IL 60525
Greater Chicago Chapter Service Agility- Best in Class Customer Service SeminarLocation: William Tell Holiday Inn, Countryside IL7:00 – 8:00 Registration8:15 – 8:30 Business Meeting Mark Sagel - GCSCTETopics to be covered: Why we respond the way we do? CAN, COULD- ability and physical capability Would – gives respondents a choice Maurer’s Levels of Resistance - Beyond the wall of resistance with our customers Degree of Candor Scale Getting off defenseAssume good intent – of customers, partners and team members, leadersNurturing a culture of respect – for each other, for our customersSeek out moments of connectionShow them what we are made of! Tactics …Verbalizing the desired state or common goal - “In order to….”Taking ownership- “I would like to….”Charting a path forward and seeking agreement “Would it be ok/ alright if we…” When it becomes personal… De-escalation/Recover TacticsAcknowledge “I hear, I see, I am familiarAlign “ I understand, I have had the same experience or similar, I can relate”Assure “I will, I can, I am able to….” Registration: Online registration is available for this event. Please note- In order to register for an event, you must log into the website or create a profile. You don’t need to be a member but you must have an account in the system prior to registering. Once you have logged in, the page will show you the prices as well as a “register myself” button. You must click on the “Register Myself” button before you can click on any of the prices (they will be grayed out prior to clicking the “register myself” button).You also have the ability to register others from your company. Please click on “Register Someone Else” and use the search option to find members or non-members who have a record in the database. If not found, you can create a basic record for new participants. Please include the full name, company and email.