ST. MAARTEN CUSTOMER SERVICE WEEK 2017 "RAISING THE BAR FOR CARIBBEAN CUSTOMER SERVICE"

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1 ST. MAARTEN CUSTOMER SERVICE WEEK 2017 "RAISING THE BAR FOR CARIBBEAN CUSTOMER SERVICE" SEPTEMBER 4TH - 8TH Registration starts June 1st and ends August 24th Go to AcademyCSMA.com to download Registration Packet HONORARY SPONSOR & HOST: HOLLAND HOUSE ALL COURSES ARE ACCREDITED SPONSORED BY: TRAINING PROFESSIONALS INTERNATIONAL FIRM

2 Customer Service Week 2017 Grand Opening Schedule of Events MONDAY, SEPTEMBER 4TH 8:00AM - 10:00AM HOLLAND HOUSE 10:30AM - 12:30PM HOLLAND HOUSE 1:30PM - 3:30PM HOLLAND HOUSE 4:00PM - 6:00PM HOLLAND HOUSE Exclusive event to celebrate the 1st Annual St. Maarten Customer Service Week theme: Raising the Bar for Caribbean Customer Service held at Holland House in downtown philipsburg sponsored by

3 Schedule of Events TUESDAY, SEPTEMBER 5TH 8:00AM - 10:00AM CREATING AN INCREDIBLE GUEST EXPERIENCE Attend this course and learn innovative trends to "WOW" your customers. 10:30AM - 12:30PM MANAGE CUSTOMER EXPECTATIONS Learn how to communicate with customers to understand and exceed their expectations. 1:30PM - 3:30PM ATTITUDES FOR SERVICE Attend this session and adopt new skllls to ensure you always have a positive, engaging attitude. 4:00PM - 6:00PM BECOME A CUSTOMER SERVICE LEADER This course will provide skills to become a customer service leader among co-workers and customers. WEDNESDAY, SEPTEMBER 6TH 8:00AM - 10:00AM HOW TO SAY "NO" Attend this course and learn how to say "no" nicely to customers. 10:30AM - 12:30PM SOLVING THEIR PROBLEMS Solving the problem isn t good enough, follow thru will insure customer service satisfaction. 1:30PM - 3:30PM THE ART OF WELCOMING CUSTOMERS Learn the art of delivering an amazing first impression to customers. 4:00PM - 6:00PM GO ABOVE AND BEYOND Gain knowledge of how to leave a lasting expression on diverse customers.

4 Schedule of Events THURSDAY, SEPTEMBER 7TH 8:00AM - 10:00AM OVERCOMING OBSTACLES TO CUSTOMER SERVICE Learn techniques that will allow you to remove obstacles that prevent you from meeting customer expectations. 10:30PM - 12:30PM PROBLEM PREVENTION Learn proactive complaint resolution techniques. 1:30PM - 3:30PM IMPORTANT CUSTOMER SERVICE HABITS Attend this course and examine if your current habits are excellent and be introduced to proven effective habits. 4:00PM - 6:00PM MANAGING EMOTIONS UNDER PRESSURE Learn how to be prepared to handle any situation in a customer service environment. FRIDAY, SEPTEMBER 8TH 8:00AM - 10:00AM TELEPHONE SKILLS INBOUND & OUTBOUND This course will detail the proper etiquette to leave a lasting impression while dealing with customers over the phone. 10:30AM - 12:30PM THE INTERNAL CUSTOMER Focusing on internal customers is just as important as the external customer. 1:30PM - 3:30PM CUSTOMER SERVICE IS NOT A DEPARTMENT. IT'S A PHILOSOPHY. Learn skills to build strong working relationships among all staff to ensure quality guests experiences. 4:00PM - 6:00PM SOCIAL MEDIA SUCCESS Learn proven techniques to drive your customers to post positive social media reviews.

5 Registration Form Please fill out the following form to sign up for Conference courses. Please the form to: REGISTRATION STARTS JUNE 1ST AND ENDS AUGUST 24TH Name: Title: Organization: Address: City: State: Zip: Phone (day): Cell Phone: CUSTOMER SERVICE WEEK 2017 SELECTION OF COURSES Check the boxes below for your course selections. MONDAY, SEPTEMBER 4TH 8:00AM - 10:00AM HOLLAND HOUSE (BOOKED) 10:30AM - 12:30PM HOLLAND HOUSE (BOOKED) 1:30PM - 3:30PM HOLLAND HOUSE (BOOKED) 4:00PM - 6:00PM HOLLAND HOUSE (BOOKED) To REGISTER AcademyCSMA@gmail.com

6 TUESDAY, SEPTEMBER 5TH Registration Form 8:00AM - 10:00AM CREATING AN INCREDIBLE GUEST EXPERIENCE 10:30AM - 12:30PM MANAGE CUSTOMER EXPECTATIONS 1:30PM - 3:30PM ATTITUDES FOR SERVICE 4:00PM - 6:00PM BECOME A CUSTOMER SERVICE LEADER WEDNESDAY, SEPTEMBER 6TH 8:00AM - 10:00AM HOW TO SAY "NO" 10:30AM - 12:30PM SOLVING THEIR PROBLEMS 1:30PM - 3:30PM THE ART OF WELCOMING CUSTOMERS 4:00PM - 6:00PM GO ABOVE AND BEYOND THURSDAY, SEPTEMBER 7TH 8:00AM - 10:00AM OVERCOMING OBSTACLES TO CUSTOMER SERVICE 10:30AM - 12:30PM PROBLEM PREVENTION 1:30PM - 3:30PM IMPORTANT CUSTOMER SERVICE HABITS 4:00PM - 6:00PM MANAGING EMOTIONS UNDER PRESSURE FRIDAY, SEPTEMBER 8TH 8:00AM - 10:00AM TELEPHONE SKILLS INBOUND & OUTBOUND 10:30AM - 12:30PM THE INTERNAL CUSTOMER 1:30PM - 3:30PM CUSTOMER SERVICE IS NOT A DEPARTMENT. IT'S A PHILOSOPHY. 4:00PM - 6:00PM SOCIAL MEDIA SUCCESS

7 WIRE TRANSFER INSTRUCTIONS FOR CSMA CUSTOMER SERVICE WEEK 2017 Put CSMA CONFERENCE in the MEMO SECTION PRINT YOUR RECEIPT - This will grant you admission to the conference. Dear Valued TPI Client, Please find Banking Transfer information for easy direct payments for TPI Services. Windward Islands Bank N.V. TRAINING PROFESSIONALS INTERNATIONAL FIRM ACCOUNT # US$ CRIB number : KVK #: SWISS CODE: WISBSXSM Thank you, TPI s Consumer Financial Department