by John J. Pelizza, Ph.D.

         This program is designed to help participants deliver effective customer service.  Providing quality customer service is essential if an organization is going to be strong and competitive.  Dr. Pelizza will share the specific principles that govern customer service and personal effectiveness.  The application of these principles will allow employees to be more effective in their work environment as well as their personal life.

Participants will learn how to:

1. ◦    Recognize the most important factor in customer service
   

2. ◦    Have a positive attitude
   

3. ◦    Attract new customers
   

4. ◦    Improve customer service
   

5. ◦    Recognize why organizations lose customers
   

6. ◦    Build positive relationships with customers
   

7. ◦    Increase customer loyalty
   

8. ◦    Get referrals from current customers
   

9. ◦    Implement the key commandments of superior customer service and retention
   

by John J. Pelizza, Ph.D.

         Dr. Pelizza will share the latest principles that govern effective communication. Participants will learn how to communicate with power in their business and personal lives. The application of these principles will create energy, balance and improve productivity in their lives.

Participants will learn how to:

1. ◦    Apply the AUF model of communication
   

2. ◦    Be an outstanding listener
   

3. ◦    Give balanced feedback
   

4. ◦    Use words that positively influence people
   

5. ◦    Use 7 keys for effective listening
   

6. ◦    Recognize sender and receiver barriers
   

7. ◦    Confront a person with a problem
   

8. ◦    Help people work through disagreement