Alexandria Area Economic Development Commission
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Making Great Customer Service Contagious in Your Organization

Event Details

Date and Time: February 26 @ 9:00 am - 12:00 pm

Venue: Alexandria Technical & Community College

Address: 1601 Jefferson St.
Alexandria, MN 56308 United States

Event Website:

According to the Merriam-Webster dictionary, a customer is a regular or frequent buyer. Our customers and how we serve them is not only our lifeline but also the bottom line. Research shows that we never hear from 96% of the people that are unhappy with our organization, our service, or us. Do you really know how you are doing? Learn world-class strategies that work. Turn that one-time customer into a lifetime customer!

Participants will learn:

  • The critical points of encounter to enhance customer experience
  • Five reasons why customers become dissatisfied
  • Why complainers are our most valued customers
  • The strategies to gain and maintain positive customer relations
  • The do’s and don’ts of professional customer service
  • Strategies for consistently delivering world-class customer service

About the presenter: Tom Copeland

Tom has been the nation’s leading trainer, author, and advocate for the business of family child care care since 1981.
He is a licensed attorney and have presented hundreds of business workshops for family child care providers across the country
From 1981 to 2009 he worked at Resources for Child Caring in Minnesota (now called Think Small), where he was director of Redleaf National Institute for 15 years.
He has written nine books on the business of family child care published by Redleaf Press, a division of Resources for Child Caring.

He was on the board of directors of First Children’s Finance, a non-profit organization providing low interest loans and consulting and technical assistance to help family child care providers succeed as a business. They operate in Minnesota, Iowa, Michigan, North and South Dakota, Kansas, Missouri, and Texas.

He graduated from Macalester College (BA) in 1972 and from William Mitchell College of Law (JD) in 1980.