Tlo 1 ur Asseac Sr Eeurardeu Ceuritoh Sohfdvo hinouudisac ... · the roles and goals of customer service and show how to set attainable customer service goals and objectives so they

The 1st Annual St. Eustatius Customer Service &

Professional Development Week©

June 3-7, 2019

PHONE: 721.526.2052 | EMAIL: [email protected] | WEB: CSMA2019.com A TPI Affiliated Company

This event is copyrighted by TPI & CMSA.HONORARY SPONSOR:ST. EUSTATIUS TOURISM OFFICE

All Courses are Accredited!

This event is copyrighted by TPI & CMSA. 2

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

MONDAY, JUNE 3, 2019 - LOCATION 1

Schedule of Events

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

THE KEYS TO EFFECTIVE TIME MANAGEMENTLearn how stop losing time and achieve more personally and professionally.

MOTIVATING TEAMS FOR HIGH PERFORMANCEGain knowledge on how to manage work teams for success within your organization.

SALE TECHNIQUES THAT INCREASE PROFITSLearn techniques to engage customers to buy multiple products and close the sale.

CUSTOMER SERVICE BEST PRACTICESLearn best practices in Customer Service that will enhance your business or organization.

HOUSEKEEPING PRACTICES THAT ENSURE GUEST SATISFACTIONLearn how to go the extra mile in guest room readiness and surpass guest expectations.


8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM


Schedule of Events

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

HOW TO HAVE A GOOD WORK ENVIRONMENTLearn methods that will help your employees feel happy in an upbeat, positive work environment that will enhance their performance, improve sales and earn long term customers.

HOW TO DEAL WITH DIFFICULT EMPLOYEESLearn techniques to effectively communicate and support your employees with challenging behavior.

ESTABLISH A COACHING ORGANIZATIONLearn how to coach employees to improve their work performance and receive better performance evaluations.

PREPARE STUDENTS TO STUDY ABROADThis course is for youth professionals, teachers, students, counselors, guardians and parents, participants will learn valuable information on the pros and cons of university life for a successful transition.

THE KEY TO FOLLOW UPThis course will provide participants with effective methods to "Follow up" with clients to close the sale, earn repeat business, build long term relationships and increase profits.


Schedule of Events

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

TUESDAY, JUNE 4, 2019

THE TOP NOTCH SERVERLearn how to enhance the guest dining experience from beginning to end.

THE BEST PRACTICES FOR HOSPITALITY ORGANIZATIONS Learn methods to ensure guest have a memorable experience, become a repeat customer and spread the word about your superior service.

SUCCESSFUL GUEST EXPERIENCE Learn how to ensure all of your hotel outlets are working together to surpass guest expectations.

CUSTOMER SERVICE VS. CUSTOMER CAREQuality customer service is a cornerstone of any successful company. Use the lessons in this course to teach your employees the roles and goals of customer service and show how to set attainable customer service goals and objectives so they can help increase your company’s customer satisfaction ratings. PUBLIC SPEAKINGLearn basic techniques to improve your Public Speaking skills.

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP


Schedule of Events

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

WEDNESDAY, JUNE 5, 2019

TERRIFIC TELEPHONE SKILLS This course is designed to improve telephone communication for individuals that interact with customers on the phone, through role-play and structured critique and feedback techniques

PROBLEM PREVENTIONParticipants will acquire methods of dealing with challenging customers, identifying what causes conflict, preventing it and knowing how to respond appropriately.

THE BEST PRACTICES FOR HOSPITALITY ORGANIZATIONSLearn methods to ensure guest have a memorable experience, become a repeat customer and spread the word about your superior service.

ESSENTIAL SKILLS FOR MANAGERS Learn how to lead, develop and coach work teams to excel in their roles and responsibilities for company-wide success.

EFFECTIVE COMMUNICATION TECHNIQUES FOR TEACHERS AND PARENTS This course is for Teachers, Youth Professionals, Counselors, Parents and Guardians and will provide communication methods that will enrich communication among all parties to ensure student academic success throughout the school year and in after school programs.

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP


Schedule of Events

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

THURSDAY, JUNE 6, 2019 - LOCATION 1

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

ATTITUDES FOR SERVICE This course will help you develop the right attitude for top-notch customer service. It will help you build relationships, increase customer satisfaction, and maintain a positive attitude in any situation.

GO ABOVE & BEYOND FOR YOUR CLIENTS Above and beyond is when the company is just a little above average, all of the time. This course focuses on what the best companies do to deliver beyond their customers’ expectations.

ATTITUDES FOR SERVICE This course will help you develop the right attitude for top-notch customer service. It will help you build relationships, increase customer satisfaction, and maintain a positive attitude in any situation.

EXTRAORDINARY OFFICE MANAGERLearn how to combine your Office Manager role with effective leadership skills to contribute, new innovative ideas on how to improve customer relations, enhance service performance, coach colleagues, improve business practices and communicatie effectively while simultaneously managing an efficient front office.

CONFLICT RESOLUTIONThis course will provide participants with approaches to resolve conflict with co-workers, family members and in professional settings effectively to foster better working relationships.


Schedule of Events

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM


$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

FIND A BALANCE IN YOUR LIFEGain knowledge on how to prioritize your life so all elements are balanced and enriched.

EFFECTIVE SKILLS FOR BUSINESS PROFESSIONALSLearn key aspects of professionalism: Email Etiquette, Behavior In Meetings, Dress & Attire, Phone Etiquette, Punctuality, Planning & Personal Branding.

PUBLIC SPEAKING Learn basic techniques to improve your Public Speaking skills.

THE ART OF THE MENU Learn techniques that will enhance your ability to present the menu and simultaneously guide guests to select their perfect meal, exquisite appetizer, exotic drink and a heavenly dessert!

BECOME AND EFFECTIVE ENTREPRENEUR Learn the key principles of operating a business utilizing proven practices that will ensure you succeed.


Schedule of Events

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

FRIDAY, JUNE 7, 201 - LOCATION 1

$150.00PP

$150.00PP

$150.00PP

$150.00PP

LEADERSHIP SKILLS FOR THE BEGINNERSLearn how to effectively succeed in your role as a leader by adopting and learning the basic principles of Leadership.

HOW TO LEAD AN ORGANIZATION FOR HIGH PERFORMANCEThis course will provide diverse leaders with techniques to foster a learning organization and channel employee performance to it's greatest heights. THE ART OF THE MENU Learn techniques that will enhance your ability to present the menu and simultaneously guide guests to select their perfect meal, exquisite appetizer, exotic drink and a heavenly dessert!

LEADERSHIP AT ITS BESTParticipants will be introduced to practices of globals leaders that can be adopted to enhance their leadership style.

REGISTER TODAY! VISIT

CSMA2019.COMTO DOWNLOAD

CONFERENCE SCHEDULE AND REGISTRATION

FORM


Schedule of Events

8:00AM – 10:00AM

10:30AM – 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

FRIDAY, JUNE 7, 2019 LOCATION 2

TOP NOTCH SERVERLearn how to enhance the guest dining experience from beginning to end.

SUCCESSFUL GUEST EXPERIENCELearn how to ensure all of your hotel outlets are working together to surpass guest expectations.

MANAGING EMOTIONS UNDER PRESSURELearn how to control your emotions under stressful situations and find positive outcomes.

HOW TO RUN A PROFITABLE BUSINESS Learn the elements of how to operate profitable company successfully.

$150.00PP

$150.00PP

$150.00PP

$150.00PP

New business ownersHospitality Professionals


Please fill out the following form to sign up for Conference courses. Please scan and email the form to: [email protected]. Please visit our website @ CSMA2019.com to download

conference schedule and registration form.

Name:_______________________________________________________________________________________

Title:_____________________________ Organization:__________________________________

Address:_______________________________________________________________________

City:________________________________State:_____________________ Zip: _________________________

Phone (day): ___________________________Cell Phone:__________________________________

Email:__________________________________________________________________________________

Registration Form



CUSTOMER SERVICE WEEK 2019 SELECTION OF COURSES Check the boxes below for your course selections.

8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

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$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

THE KEYS TO EFFECTIVE TIME MANAGEMENT

MOTIVATING TEAMS FOR HIGH PERFORMANCE

SALE TECHNIQUES THAT INCREASE PROFITS

CUSTOMER SERVICE BEST PRACTICES

HOUSEKEEPING PRACTICES THAT ENSURE GUEST SATISFACTION

HOW TO HAVE A GOOD WORK ENVIRONMENT

HOW TO DEAL WITH DIFFICULT EMPLOYEES

ESTABLISH A COACHING ORGANIZATION

PREPARE STUDENTS TO STUDY ABROAD

THE KEY TO FOLLOW UP


Registration Form

TUESDAY, JUNE 4, 2019

WEDNESDAY, JUNE 5, 2019




8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

6:00PM - 8:00PM

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$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

THE TOP NOTCH SERVER

THE BEST PRACTICES FOR HOSPITALITY ORGANIZATIONS

SUCCESSFUL GUEST EXPERIENCE

CUSTOMER SERVICE VS. CUSTOMER CARE

PUBLIC SPEAKING

TERRIFIC TELEPHONE SKILLS

PROBLEM PREVENTION

THE BEST PRACTICES FOR HOSPITALITY ORGANIZATIONS

ESSENTIAL SKILLS FOR MANAGERS AND SUPERVISORS

EFFECTIVE COMMUNICATION TECHNIQUES FOR TEACHERS AND PARENTS

ATTITUDES FOR SERVICE

GO ABOVE & BEYOND FOR YOUR CLIENTS

ATTITUDES FOR SERVICE

FIND A BALANCE IN YOUR LIFE

EFFECTIVE SKILLS FOR BUSINESS PROFESSIONALS

PUBLIC SPEAKING

THE ART OF THE MENU

BECOME AND EFFECTIVE ENTREPRENEUR


Registration Form




8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

8:00AM - 10:00AM

10:30AM - 12:30PM

1:00PM - 3:00PM

3:30PM - 5:30PM

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$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

$150.00PP

LEADERSHIP SKILLS FOR THE BEGINNERS

HOW TO LEAD AN ORGANIZATION FOR HIGH PERFORMANCE

*BREAK*

LEADERSHIP AT ITS BEST

TOP NOTCH SERVER

SUCCESSFUL GUEST EXPERIENCE

MANAGING EMOTIONS UNDER PRESSURE

HOW TO RUN A PROFITABLE BUSINESS

PHONE: 721.526.2052 | EMAIL: [email protected] | WEB: AcademyCSMA.com A TPI Affi liated Company

Dear Valued TPI Client,

Please fi nd Banking Transfer information for easy direct payments for TPI Services.

Windward Islands Bank N.V.

• TRAINING PROFESSIONALS INTERNATIONAL FIRM ACCOUNT # 81279201 US$

• CRIB number : 435.165.483

• KVK #: 22775.0• • SWISS CODE: WISBSXSM

Thank you,

TPI’s Consumer Financial Department

WIRE TRANSFER INSTRUCTIONSFOR CSMA CUSTOMER SERVICE WEEK

Put “CSMA CONFERENCE” in the MEMO SECTION• PRINT YOUR RECEIPT - This will grant you admission to the conference.

Wire Transfer Instructionsfor CSMA Customer Service Week

Put “CSMA2019.COM” in the MEMO SECTION• PRINT YOUR RECEIPT - This will grant you admission to the conference.

Make your payment at your friendly Statia WIB location.

Dear Valued Conference Participant,

Please find Banking Transfer information for easy direct payments for the CSMA Conference.

CSMA's Consumer Financial Department

Documents

Tlo 1 ur Asseac Sr Eeurardeu Ceuritoh Sohfdvo hinouudisac ... · the roles and goals of customer service and show how to set attainable customer service goals and objectives so they