Upcoming Events Archived Events Before and After: Jan 17 - Dec 13 - Nov 26

SME Morning Workshop & Luncheon

Location: Metropolitan Ballroom, Hwy 394 & 100 - 5418 Wayzata Blvd. Minneapolis  Directions

Peter Leppik

Morning Workshop
Is Your Call Center Driving Your Customers Away?
Peter Leppik, founder and CEO, Vocal Laboratories Inc.

The quality of your customer service can be a competitive weapon, or it can drive your customers away in droves. In many organizations, customer service is viewed primarily as a cost center, leading to penny-wise and pound-foolish decisions which ultimately cost the organization lost customers and lost profits.

In this presentation, you will learn:
  • How to measure the quality of your customer service
  • The impact of customer service on your larger sales and marketing efforts
  • Common problems, and ways to improve customer service, often at little or no cost

Peter Leppik is founder and CEO of Vocal Laboratories Inc. VocaLabs performs usability, market, and customer-satisfaction assessment of telephone-based services, using its panel of thousands of individuals to provide quality feedback to organizations with rapid turnaround time. Prior to founding VocaLabs, Mr. Leppik spent almost five years at Dain Rauscher Wessels as an industry analyst following companies providing call center and related technologies.

Out of the Blue Creative

Luncheon Presentation
Spontaneous Combustion: Igniting the Spirit of Sales and Service
Molly Cox and Mark Bergren, Out of the Blue Creative

Are you surprised to learn that the most successful salespeople have learned a great deal from the world of improvisation? Lightning-quick responses, razor-sharp powers of observation, confidence and creativity are qualities that can help any salesperson go far.

Molly Cox and Mark Bergren, partners with Out of the Blue, will engage you in their highly acclaimed, interactive program based on their best-selling book, Improvise This! How to Think on Your Feet so You Don't Fall on Your Face, (Hyperion) and the proven technique of improvisation theater.

Be "On Stage" and create your personal spontaneous command performance every day. Shift your energy out for positive enthusiastic relationships. Focus on your customers with laser-beam attention. Gain referrals by interactively listening and using the "Yes…And" technique.

You will laugh and learn while they set the stage and show you that success in service and sales is equal parts inspiration, perspiration and improvisation.

About Our Speakers
Out of the Blue is a "performance keynote," training and comedy entertainment company whose programs are based on the principles of improvisation. Together, the partners Mark Bergren, Molly Cox and Jim Detmar have motivated and coached thousands of people to break through personal barriers, increase sales, better communicate and connect with others. They've also helped millions to lose ten pounds in ten easy minutes! (All right, forget the weight loss thing…) Their combined experience at Disney World's Comedy Warehouse, Brave New Workshop (formerly Dudley Riggs) and solid business and sales experience create what the Pioneer Press calls "A Dynamic Triple Threat Team."