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ELK RIVER MUNICIPAL UTILITIES EDUCATION 1 SEMINAR REPORT <br /> DATE 11/6/2014 <br /> EMPLOYEE NAME Jolene Fenn Jansen <br /> TITLE OF EDUCATION/SEMINAR Great Expectations-Finishing Well with an Angry Customer <br /> ORGANIZATION SPONSORING EDUCATION SEMINAR Resource Training Solutions <br /> DATES ATTENDED 11/6/2014 <br /> LOCATION Sartell, MN <br /> WHY DID EMPLOYEE CHOOSE TO ATTEND I am always up for some extra training that will <br /> help me in my job- <br /> WHAT INFORMATION WAS LEARNED BY ATTENDING It was a very good refresher and <br /> motivator relating to excellent customer service. There were some very good points- <br /> "Between stimulus and response there is a space. In that space is our power to choose our response. In <br /> our response lies our growth and freedom. "Viktor E. Frank) <br /> This quote was given at the end and was incredibly inspiring. <br /> It was a good reminder that an upset customer really just wants to be heard <br /> and empathized with, even if we can't do what they're asking us to do. An upset customer has a lot of <br /> emotion behind what they are communicating-don't take it personally. <br /> WAS INFORMATION CONVEYED TO SUPERVISOR AND CO-WORKERS AND TO WHO <br /> All of the CSRs attended the training so we did discuss the seminar on the way home. I only had a <br /> chance <br /> to tell Jennie that I enjoyed it but didn't give her details. <br /> d. l / ,: '1 41..1 <br /> G ATURE <br /> l <br /> 138 <br />