SCHEDULE

Next workshop:
None scheduled, let me know if you are interested.

I’m guessing, but I’ll bet you feel a good deal of frustration about your job these days. That’s a common problem among service and support executives: You’re supposed to be “the voice of the customer”, you oversee a key area of operations, and you hit regularly home runs on your group’s performance metrics.

But when big decisions are made, no one listens to you. No one seems to give a damn.

If that’s a problem you’d like to take action to solve, I can help.

My name is Phil Verghis, and I know how to earn — and demand — respect for customer service and support executives. I’ve run award-winning support organizations in a high technology company and in academia, and it didn’t take me long to find that my hands were tied. To succeed, I had to make the people I work with listen and take me seriously.

It wasn’t easy, but eventually I learned what works — and doesn’t work — in becoming a persuasive advocate for my customers and for my own staff. And for myself.

In fact, I literally wrote the definitive book on this critical subject — “The Ultimate Customer Support Executive“. This book seems to have hit a nerve among real-world managers like yourself.

But even while I was writing The Ultimate Customer Support Executive, I realized that that the printed page can only take you partway on a journey toward greater respect and influence. So I’ve also created a series of one-day workshop and coaching sessions that can get far more personal and interactive.

Let me tell you a little about the agenda:

First, this is not simply another “motivational” event. The workshop is an interactive, often intense experience, but our discussions are focused on the practical, hands-on problems that senior executives face every day.

We both know that you can’t solve these problems with warm fuzzy feelings — you need tactics and insights that will make you a more effective leader.

In fact, much of my emphasis in this workshop is on ways you can “earn” more respect. Yes, there are moments when we all need to be more aggressive and pound the table (I’ve done it myself). But real influence comes from real accomplishments. And by the end of the day, I guarantee you’ll have a notebook filled with ways to make every aspect of your organization *visibly* better.

This workshop will also give you a chance to have an extended discussion with your own peers — people who can provide meaningful feedback about your toughest career issues. So participation is restricted to senior service and support leaders (no wannabes or wallflowers) and we’ll accept just a few attendees at this event. When we fill these seats, registration will close.

And if you have specific questions, just drop me a note at phil [at] verghisgroup.com or call me at (800) 494-9142 or (617) 395 6613.

I’m looking forward to seeing you soon.

Peace,
Phil Verghis
PS: To ensure audience diversity, a maximum of two people from each organization are allowed. Just register the second person as ‘guest’ for 50% discount off registration for them.

Agenda:

8:30 AM – buffet breakfast (Included)

Module 1: Leadership
Module 2: Becoming the Expert on Your Customer
Module 3: Becoming the Expert on Your Team
Module 4: Defining Your Team’s Role in the Organization
Module 5: Championing for the Customer, Organization and Team
Module 6: Process

Buffet Lunch (included)

Module 7: How to Earn Respect
Module 8: How to Demand Respect

Each participant will get a signed copy of The Ultimate Customer Support Executive