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August 2019

Webinar: A Conversation with Adrian Paull

August 29 @ 9:00 am - 10:00 am
Exclusively for Board Members, Board Liasons, and CSL Faculty Network Members

Adrian Paull We are excited to announce our second guest in the CSL’s webinar series, “A Conversation With …”. The series highlights insights from distinguished service leaders in Academia and Industry.  The live webinar, exclusively for our board members and CSL network members, will take place on Thursday, August 29 at 9:00 a.m. (AZ/PT) with CSL Executive Director Thomas Hollmann, who will sit down with Adrian Paull, longstanding CSL board member, contributor, advocate, and retired Vice President of Customer &…

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September 2019

Strategic Service Institute – Service Management

September 16 @ 1:00 pm - September 18 @ 12:30 pm
Arizona State University, Tempe Campus, 450 E Lemon St
Tempe, AZ 85281 United States
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Cost Varies

The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence. The Institute offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to deal with these challenges. Module 1 – Service Management Essential toolsets to develop (or improve!) the foundation for outstanding organizational service performance. Participants will return…

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Strategic Service Institute – Advanced Service Leadership

September 18 @ 1:00 pm - September 20 @ 12:00 pm
Arizona State University, Tempe Campus, 450 E Lemon St
Tempe, AZ 85281 United States
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Cost Varies

The CSL revolutionizes service education with SSI, the only program providing an on-campus, executive education experience in service excellence. The Institute offers a rigorous examination of operational frameworks, pragmatic steps to achieve successful implementation and a strong interactive format in which participants are encouraged to share current issues they face and develop action plans to deal with these challenges. Module 2 – Advanced Service Leadership Leverage the tool sets acquired in Module 1 to strategically pilot the organization to the…

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Webinar: Stan Phelps Purple Goldfish – Little Things Create Customer Wow

September 26 @ 9:00 am - 10:00 am
Exclusively for Board Members, Board Liasons, and CSL Faculty Network Members

Stan Phelps Little things make a big difference in customer experience. In this keynote presentation, Stan shares the key ingredients of creating signature added value. We'll cover the 12 different types of purple goldfish in the two main categories of value and maintenance. Little extras such as the importance of follow up and how to handle mistakes.  Stan is very engaging and will challenge you to think about how to position your services/service experience to customers in some new ways. This…

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November 2019

Fall Board Meeting at the Phoenix Convention Center

November 7 @ 8:00 am - November 8 @ 12:00 pm
Phoenix Convention Center, 100 N 3rd Street
Phoenix, 85004 United States
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Free for Board Members and their Guests

Please hold Thursday, November 7th and the morning of Friday, November 8th for a CSL Member Firm Hosted event.  Phoenix Convention Center has agreed to host this fall and we appreciate their generosity!  https://www.phoenixconventioncenter.com/ They have a beautiful facility in the heart of downtown. Thursday, November 7th will look a lot like the events we did at State Farm and at the Perryville Prison with Televerde.  The morning will be focused on content and professional development and in the afternoon,…

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April 2020

Compete Through Service Symposium

April 1, 2020 - April 3, 2020
The McCormick Scottsdale, 7421 North Scottsdale Road
Scottsdale, AZ 85253 United States
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Cost Varies

The annual Compete Through Service Symposium is only conference of its kind that brings the most innovative minds in business and engaging academic thought leaders together to advance the science of service. It is where you will experience in-depth education specifically designed to help you face the challenges of competing and profiting through service. Registration and information on the 2020 program is coming soon. For information on our recent 2018 program, visit wpcarey.asu.edu/symposium.   

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