FGCU Florida Institute of Government Presents "Turn Every Customer into an Ally" Workshop
9/20/2007

WHO FGCU Florida Institute of Government, for managers, supervisors and employees from both the private and public sectors

WHAT "Turn Every Customer into an Ally" half-day workshop from the Florida Institute of Government's Communication and Interpersonal Skills Program. For individuals whose job involves contact with the public, the seminar helps participants to perform their job with greater ease and leads to improved customer satisfaction. Libby Anderson is instructor for the program.

WHEN 8:30 a.m. to 12:30 p.m., Friday, Oct. 19

WHERE Student Union 214

WHY To learn how to:
 Effectively respond to complaints that result in a satisfied customer
 Listen with empathy and communicate using positive body language
 Develop telephone skills that win over customers
 Understand the words to use and not to use to maximize effectiveness with customers
 Know the five basic needs of customers and how to not just meet but to exceed them

COST $69 (includes continental breakfast)

CONTACT Joanne Hartke at (239) 590-7815 or jhartke@fgcu.edu

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