The Art and Science of Delivering Superior Customer Service

Wednesday, April 12, 2017 1:30 PM - 3:00 PM (Eastern Time (US & Canada))

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This online class carries 1.5 PDHs (Professional Development Hours).

Curriculum Track: Contracts and Risk Management

Member Organization: National Events

Faculty: Charles McIntyre, Director of Marketing, Cochran, Inc. and Harold Glaser, Director of Business Development, Kennedy/Jenks Consultants

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What makes clients choose your firm ... and keeps them coming back? It's the million dollar question. 

The answer? A culture of superior customer service - one that blends the technical experience of engineers and project managers with the emotional component of firm values and psychology.

Join Harold Glaser and Charles McIntyre to learn useful tools that will help you create a customer-focused culture and deliver service that exceeds expectations. You'll examine how other companies combine technology with client service to establish high margins and repeat business from loyal customers. You'll also learn how to:

  • Evaluate your firm’s culture of customer service
  • Lead change within your firm toward a desired culture
  • Identify the components, levels, and evolution of service-based relationships with clients
  • Avoid pitfalls, obtain feedback, and adjust your service to obtain the next assignment


ACEC Members: $199
Non-members: $299

Click here for the faxable registration form


>> Click here to register.


Maureen Brown




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