Has customer service changed during the past ten years? Of course it has!

Increased competition, technology with the internet, and amazing changes in communication especially with mobile phones have added additional customer service challenges to our all-ready full plate. This highly interactive seminar will address these issues while emphasizing how great customer service will lead to higher profits.

How this seminar will help you:

You’ll learn about the new found power of the consumer. We will explore the new technology that is used by the public and how it impacts customer service. We will also take a look at a company’s online presence and how it relates to customer service.
You’ll understand the importance of hiring customer service employees. We will outline the vital role of customer service personnel..
You’ll understand specifically how customer service is the key to repeat business. At this seminar, we will discuss particular service skills that maybe foreign to many of our employees. You’ll leave knowing how to use specific techniques to increase business during these difficult times.
You’ll learn how servant leadership can open the door for new customer service opportunities. Great customer service requires great leadership!
You’ll learn how to create a customer service culture that is fun for employees, customers and management. Your new skills will help you reinforce the most positive behavior in everyone. These new skills will help you with your employment, selling and customer service.

Get ready to learn in this fun, interactive and informative seminar!!

About Our Speaker:

Dr. Mark Newton is an expert on Improving Profitability through Workforce Development. Mark recently retired as the Director of the Hotel, Restaurant and Tourism Management Program at Gwinnett Technical College in Lawrenceville, Georgia. Dr. Newton didn’t like retirement. He now teaches Marketing classes at Piedmont College and three online classes at Georgia State in the Cecil B. Day School of Hospitality. Mark also has his own speaking and consulting company called Newton’s LAW (Learning, Achieving and Winning.)

Mark is a graduate of the School of Hotel Administration at Cornell University, and has worked over twenty years in various upper level management jobs in the hospitality industry. Dr. Newton returned to school and earned his Masters and Doctoral Degrees from the University of Georgia. He taught at Gwinnett Tech for over twenty-nine years and earned thirteen, teacher of the year awards including the State of Georgia – Rick Perkins Award.

Dr. Newton is the 2002 member of the year in the National Speakers Association – Georgia Chapter. He is a board member of Explore Gwinnett and an active Sunday School teacher. Dr. Newton can be found speaking and consulting for clients such as Marriott Hotels, Day’s Inns of America, Hospitality Sales and Marketing Association International, Wallis Oil Company, and Certified Oil Company. He has written several published articles such as Employee Retention Strategies, Winning the Recruiting War, Finding Great People, and Managing Your Career.

What Mark is most proud of is his family. He is happily married to Susan for 36 years and they have raised Ally and Ben (twins). Both are college graduates and successful professionals (YAHOO!). Ben and his wife Lisa have two daughters (3 and 1) and Ally and her husband Jon have 15-month-old triplets – 2 boys and a girl.

Lunch is included.

Please contact Stephanie Sokenis, Director, Small Business Development with any questions.

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Small Business - Eat & Educate Workshop: "Customer Service for the 21st Century"