June 13, 2011


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LEWISBURG, Pa. — The Small Business Development Center (SBDC) at Bucknell University will offer the workshop: "Three Keys to Excellent Customer Service," 9 a.m. to noon on June 23 at the SBDC Business Education Center, Room 207 of the Chamberlin Building, 434 Market St. in Lewisburg.

Consultant David Burns, a national business trainer, speaker and consultant with more than 30 years experience helping organizations from micro-businesses to Fortune 500 firms, will lead the workshop. He will address topics such as the importance of front-line customer service representatives, who he says are "the face of any company; "methods of improving your bottom-line through improved customer interactions; customer service etiquette and how to manage difficult customers.

"According to the American Society for Quality, 68 percent of customers who stop doing business with companies (or stop using a particular service or product) do so because of perceived employee indifference," he said. "Whether this employee indifference is real or imagined doesn't matter. Either way, the perception creates a huge negative impact on the bottom-line."

Small business owners and employees who want to improve customer retentions and build positive word-of-mouth buzz should attend this seminar, but the workshop is open to the public.

Registration required
The fee to attend the workshop is $35, including one-year subscriptions to Inc. and Susquehanna Business Life magazines. Registration is required, and seating is limited. To register, call 570-577-1249, e-mail SBDC@bucknell.edu or register online at www.bucknell.edu/script/sbdc/register.asp.

To apply for apply for free and confidential business consulting, go to http://www.bucknell.edu/x8148.xml.

View the complete Bucknell SBDC seminar schedule at http://www.bucknell.edu/script/sbdc/seminars.asp.

Contact: Division of Communications

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