Northern New Jersey Chapter of Learning and Performance Professionals

Career Transition Special Interest Group

Program Agenda:
7:00–8:15  Program Presentation
8:15–9:00  Introductions/Networking

October 8, 2009

7 – 9 PM
Register at: http://nnjastd108.eventbrite.com

Informal Networking at 5:30 PM
http://www.thebarnnj.com/
10% if you bring your NNJ ASTD Registration Confirmation

Great Customer Service:
Differentiating yourself from your Competition

Register is required:

http://nnjastd108.eventbrite.com

This meeting is free

Location
Cedar Hill Christian Reformed Church

422 Cedar Hill Ave, Wyckoff, NJ 07481-2219, (201) 652-3245
Get directions

Park in the back, entrance on the right.

Contact:
Alicja Lisnow (SIG Chair): a_lisnow@yahoo.com
201-519-0545

Are you looking to differentiate yourself from your competition? In a commoditized world, would you like to make yourself stand out? 

Susan Hoekstra, customer-service strategist and author of the widely-acclaimed book The Service Journey, helps companies deliver customer service experiences that drive retention and growth. She teaches you how to get inside the mind of your customers (or hiring managers) so you deliver an experience that delights.

In this interactive session you will discover that great customer service is deliberate and can be learned.  Susan will talk about how to:

·         Differentiate yourself from your competition through your delivery of customer service

·         Identify the triggers that set-off people and how to avoid these booby traps

·         Avoid the expressions that drive managers nuts…and the ones that cause them to fall in love with you

·         Be proactive in your delivery of customer service

Susan will be sharing insights from The Service Journey.  You'll be prepared to provide customer service in ways that will knock their socks off and reap the benefits of a satisfied clientele.

Door Prize:   Signed copies of her book The Service Journey

Career Transition SIG:

Speaker:  Susan Hoekstra, Susan Hoekstra & Associates

Everyone is welcome to attend.

The Northern NJ ASTD Career Transition SIG provides a professional forum for participants seeking new career opportunities in various professions.  Many members of the SIG group are professionals in Training and Development.

The SIG’s goal is to provide space for networking, exchange of resources, contacts, information, mutual support and learning, and job leads for those seeking new career opportunities.

Membership information and benefits about NNJ ASTD is posted on www.nnjastd.org.

Resume Review or Mock Interviews:
Time permitting Workshop may include Peer Resume Reviews, or Mock Interview Questions.

30 Second Introduction:
My name is xxx, I am a xxx professional - looking for xxx, my target companies are xxx, or my target industry or location is xxx

Susan Hoekstra is founder of Susan Hoekstra & Associates, and is an experienced senior manager, service presenter, trainer and consultant who spent the past 25 years working with multi-sized, fast-paced, highly-volatile companies in various industries. Over the years, she has developed a penchant for developing service strategies that positively impact the clients' experience and that drive growth and value to clients, employees and shareholders.

Susan’s passion lies in helping companies and individuals deliver the best experience possible, in order to reap the benefits of a satisfied clientele.

Susan is the author of The Service Journey, a service strategy book, and publishes the blog.theservicejourney.com, with customer-service tips and best-practice ideas.

More information about Susan can be found on her website www.theservicejourney.com.