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Event Details

    Putting the CA²RE in Customer Service© -Approved for 1.5 HRCI - General Recertification Credits

    Date: January 21, 2015, 7:00am – 9:00am
    Ericka Carmona-Vega
    Gaithersburg Hilton, 620 Perry Parkway, Gaithersburg, MD 20877
    $45.00 Walk-ins
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    We're excited to welcome guest speaker Dawn Miller Sander, Conflict Transformer, Mediator & Ombudsman with Conflict Transformation Associates.

    About the Program:

    It is obvious that sales and customer facing departments benefit from customer service training because we all know that it takes 12 great customer service experiences to overcome 1 bad customer service experience. When external customers are happy, they buy again and again, thus improving the bottom line of the organization.

    How often do we take this same training and provide it to the teams who serve our internal customers?  HR professionals benefit greatly from customer service training. Why?  Because internal customer satisfaction is equivalent to engagement.  If a company creates high engagement (i.e. high internal customer satisfaction), they have low turnover, high productivity, and high creativity.  If a company has low engagement, they experience high turnover, low morale and lackluster results.  HR professionals focusing on serving the internal customers will increase their value to the organization and increase the bottom line.  Additionally, HR professionals must strategically utilize their customer service skills to effectively communicate to the stake holders and C-suite to sell ideas to positively affect the organizations human capital and mission.

    Course Overview

    In this fast pace world of “do more with less” and “the customer is always right”, we can feel torn between getting the job done and exceeding the customers’ expectations.

    In this Customer Service Workshop, you will engage in discussions and exercises to learn how to put the CA²RE (Communication, Attitude, Accountability, Relationships, Ethics) into your organization’s service.

    You will learn the tools needed to handle the toughest customers, both internal and external customers.  And most importantly, you will learn how to take care of YOU, so you can take care of your customers.

    About the Speaker:

    The practice of conflict transformation is a new and emerging concept in the public and corporate sector; however, it has been used by ombudsmen, mediators and alternative dispute resolution practitioners (ADR) for many years to bring peace to the world.

    The values, tools and practices used in the ADR circle to create peace in the world have been adapted by Conflict Transformation Associates, LLC (CTA) for the business world.   Organizations that embrace this philosophy foster a culture of collaboration in the midst of differing points of view. This culture nurtures an engaged, empowered and highly productive workforce that generates an improved bottom line.

    Dawn Miller Sander completed a 20+ year sales management career with AT&T and moved to work in her area of passion, addressing conflict within organizations using the conflict transformation philosophy and various tools, training and dialog.  After receiving her Master’s Degree in Conflict Transformation at the Center for Justice and Peacebuilding-Eastern Mennonite University, she is now leading the firm CTA using her facilitation, mediation, ombudsman, and training skills to bring transformation to organizations.


    Registration is closed. Walk-ins welcome!