Distinctive Customer Service Workshop

Distinctive Customer Service

Keep ‘em happy…Keep ‘em coming back.

This interactive workshop will help you develop the skills to consistently impress the customer as a result of the relationship you and your staff have with the customer. Member retention is dependent on managing this relationship successfully.

Workshop Highlights

This interactive workshop will include:

• Understanding the Customer Satisfaction Formula
• Plotting out the Cycle of Service in your Club
• Learning effective Customer Response Management When Things Go Wrong
• Guidelines to Improve Communication Effectiveness
• Strategies to Differentiate in Customer Satisfaction and create Distinctive
Customer Service for your Club
• Tour of Shad Hall-The Harvard Business School Fitness & Recreation Facility

Date: Thursday, April 1, 2010

Time: 10:00 a.m. – 3:00 p.m.

Location: Harvard Business School
Cumnock Hall-Rm 102

Speaker

Eileen Kassower is Director of Health Development a Town Sports International Company. Since 1989 she has been instrumental in the development of the Company’s Collegiate Fitness and Recreational Management Division. Health Development provides full turn key start up and day to day management services. Managed sites include: Harvard Business School’s Shad Hall, Harvard Universities Malkin Athletic Center, Harvard Law School’s Hemenway Gymnasium, and Georgetown Law Sport and Fitness Center. All facilities currently score high marks in member satisfaction and are frequently lauded as the service benchmark on campus. Eileen has been Past President and presenter for NEHRSA and a past faculty member of the International Health, Racquet and Sportsclub Association (IHRSA) Institute for Professional Club Management.

Directions

From I-90 (Mass Pike) - Take the Brighton and Cambridge exit off the Mass Pike. Bear right toward Cambridge. Continue through the first set of lights and get in the left lane. Turn left onto Soldiers Field Road just past the second set of lights and before the bridge. Turn left onto Western Avenue at the first stopight. Enter Harvard Business School Campus through the Batten Way entrance on the right. Park in Visitor Parking. Cummock Hall is behind the Spangler Building.

From I-93 (North or South) - Take exit 20 for I-90 West (Mass Pike). Take I-90 West to Exit 20 for Brighton and Cambridge. Bear right toward Cambridge. Follow directions above.

From I-90 (Mass Pike) - Take the Brighton and Cambridge exit off the Mass Pike. Bear right toward Cambridge. Continue through the first set of lights and get in the left lane. Turn left onto Soldiers Field Road just past the second set of lights and before the bridge. Turn left onto Western Avenue at the first stopight. Enter Harvard Business School Campus through the Batten Way entrance on the right. Park in Visitor Parking. Cummock Hall is behind the Spangler Building.

From I-93 (North or South) - Take exit 20 for I-90 West (Mass Pike). Take I-90 West to Exit 20 for Brighton and Cambridge. Bear right toward Cambridge. Follow directions above.

Parking Cost - $11

Register Today!
Registration Deadline March 26, 2010