Design Your Organization's Customer Service System
Event Countdown | Oak Brook

Design Your Organization’s Customer Service System

11/12/20 – 11/13/20

Recently, I was discussing customer service with a financial institution’s CEO. I asked her to rate their team’s performance providing experiences that develop long term customer loyalty. Her response was a bit humorous and startling: “Frequently we find excellent customer service is a Happy Accident dependent entirely on a team member’s personality. We need a consistent system.” Ms. M, CEO

Excellent Customer Service should not be a HAPPY ACCIDENT!!

This program guides your leadership team as they construct and implement a SIMPLE “customer service system” that is easily taught.


Design your CS system: Identify desired CS principles and behaviors, teach and unite your team, implement your system, deliver EXCEPTIONAL service, and develop loyal customers.

Customer service system

Who Should Attend

  • C-Level decision makers
  • Core management / supervisors
  • Business owners
  • Key organizational leaders

Prior to program:
Participants will have simple prework.

Following program:
Integrate your new CS system into your team’s “daily routine” with CEP’s support.

High Level Curriculum Review

Trainers: Wallace Long, LCSW, BCD and Diana Patel, MBA

11/12/20 COURSE INFO
8am – 8:15am Check in, Coffee, Conversation
8:15am – Noon STEP ONE: The Foundation Defining Critical Customer Service Principles
  • The Power of Shared Principles
  • Customer Service Paradigm
    • Principles
    • Behavior
    • Your “Daily Routine”
  • The Truth about Your Team
  • Four Critical Questions for Your Team
  • Critical CS Principles
  • Edification
  • Identifying Your Most Important Customer
  • What Your Customers Really Want
  • Mastering Your “Secret Weapon”
  • Customer Alignment
  • Dealing with Difficult Customers
  • Reducing Staff/Customer Conflict
Noon – 1:15pm Lunch on your own
1:15pm-4pm STEP TWO: Designing Your System
  • Identifying Your Team’s CS Vision
  • Linking Behaviors with Vision
  • Teaching / Educating Your Team
  • The Critical Role of Accountability
  • Creating a United Front
11/13/20 COURSE INFO
8am – Noon STEP THREE: Implementation, Teaching Your Team, Accountability
  • The Implementation Process
  • Collaborative Goal Directed Leadership
  • Shaping Your Team’s Daily Routing
  • Setting Boundaries & Limits

This program can also be delivered internally in your organization. Call Diana Patel at (309) 264-1110 for details.

Registration Information & Payment Method

Phone registration: (309) 264-1110

Email registration forms to:

Purchase Orders Accepted

Make checks payable to:
Continuing Education Productions, Inc., PO Box 383, St. Charles, IL 60174
Tax ID: 64-0844253

Classes conducted at:
Hyatt House | 210 W 22nd St. Oak Brook, IL 60523

Tuition: $895 includes TWO organizational leaders. CEP highly recommends sending two representatives.

Call Diana Patel at (309) 264-1110 for all program details.

Space is limited. Reserve your seat today!

Download Flyer
Register Online

Classes conducted at Hyatt House
210 W 22nd St., Oak Brook, IL 60523