Building Industry Asociation of Washinton and CT Consulting


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Building Industry Asociation of Washinton and CT Consulting

Customer Service in an Anti Government Age

Customer Service in an Anti-Government Age : A Five Part Series

Parts I, II & III
* Part One: Creating a Fair Process - Because You Can't Always Provide the Desired Outcome
* Part Two: Communication that Enlists Cooperation
* Part Three: Resolving Counter Conflict
Date: Tuesday, August 23, 2005
Time: 10:00 am Pacific - 1:00 pm Eastern
Place: Your desktop
Length: 90 minutes
Cost: $95.00 (With appropriate code the cost will be adjusted on your registration form. If you have questions, please call 1-800-752-5446)


Parts IV& V
* Part Four: Identifying Customer Needs and Managing Expectations
* Part Five: Creating A Customer Service Strategy
Date: Thursday, August 25, 2005
Time: 9:00 am Pacific - 12:00 pm Eastern
Place: Your desktop
Length: 60 minutes
Cost: $65.00 (With appropriate code the cost will be adjusted on your registration form. If you have questions, please call 1-800-752-5446)

Caryn Tilton
Caryn Tilton

Description:
In this era of tax reform and anti-government sentiment, public employees are constantly faced with the challenge to improve their service image. Shrinking budgets and increasing citizen demands can make this a seemingly impossible task. In this course, participants will learn how to turn "Moments of Misery" into "Moments of Magic" while dealing with internal and external customers professionally and positively.

Presenter:

Caryn Tilton
Caryn Tilton has owned and operated Caryn Tilton Consulting since 1984. For the past twenty years, the company's primary focus has been organizational development and employee management programs for both public and private organizations. Ms. Tilton has taught classes in local universities and dozens of organizations. She has authored personnel policy manuals, supervisory guidelines, and management and frontline employee training curriculum. She has also developed employee performance review models, compensation models, and comprehensive management systems. Working with local government leaders, Ms. Tilton developed Board Dynamics a governance model for elected and appointed officials.

As a consultant, Ms. Tilton has restructured and reorganized departments and organizations. She has led process redesign teams and taken local governments and private companies through in-depth strategic planning and business plan preparation.

Speaking at local and national conferences Ms. Tilton has presented keynote and breakout sessions for public and private sector associations.

In 2003, Caryn Tilton Consulting LLC created a new Online Division offering live web-based seminars to people around the world! The Web Design Team at CTC builds e-Learning Centers for associations, government organizations and corporations across the country. Please visit the CTC Web Site www.ctconsulting.com for a complete list of web seminar topics and call Caryn at 1-800-752-5446 if you are interested in an e-Learning Center for your organization.

In 2005, Ms. Tilton wrote a business plan for a non-traditional group purchasing organization, National Purchasing Partners. As Vice President for the new venture, Ms. Tilton works with Health Resource Services and Intermountain Healthcare in providing reduced cost purchasing opportunities to member organizations in fifty states.


Who Should Attend: Employees who have daily contact with the customer - in person and on the phone.

Participants Receive:

•  Key Points Summary
•  The Eight Practical Problem Solving Steps
•  Incident Review Form
•  Words to Use - That Encourage Cooperation

   

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