Event Details

The Value of Exceptional Customer Service: Techniques for Promoting Customer Loyalty.

This seminar will teach you and your employees the value of exceptional customer service. Attendees will learn the importance of a positive attitude, extra attentiveness to customers, and customer-friendly language. Techniques for dealing effectively with customer complaints and problems will be presented. Finally, employees will learn how to build rapport with customers, use and interpret non-verbal communication, and provide quality customer service over the telephone and through e-mail.

YOU WILL LEARN:

The Value of Exceptional Customer Service

  • The real cost of poor service
  • The least expensive way to the best impression
  • Developing a positive attitude
  • Exceeding expectations
  • Say what you mean and mean what you say

Customer Service Skills

  • Welcoming feedback
  • Saying “yes”
  • Responding without reacting
  • Problem resolution

Lasting Relationships

  • Build Rapport
  • Telephone etiquette
  • Email dos & don’ts


Our speaker is Lauri Brown, an instructor at Vermont Panurgy. She was raised in the hotel industry by parents who placed a high value on quality customer service. As an adult, Lauri began her career with a business degree and an entry-level position with The Flatley Company in the greater Boston area. After three promotions, Lauri returned to Vermont and earned a second degree in Social Relations, inspired to shift her focus to the growing hospitality-model healthcare industry. Twenty years later, as her parents began their own aging process, Lauri left her position as an Executive Director of a successful senior-living community to help meet their growing needs. While spending time with her parents was her top priority, Lauri was driven to create a part-time career for herself doing what she had become most passionate about: developing her employees to their full potential. In 2014, Lauri earned her Master’s degree in Education and has since provided Professional Development and Corporate trainings through Vermont Panurgy.