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Retail Training Series

Pricing:





Yates St.



Please reserve: or _____ Seat(s) to: Part 1: Keeping the Customer Satisfied (Tuesday, March 10, 2009) _____ Seat(s) to: Part 2: Retaining Top Talent (Tuesday, March 17, 2009)







_____ Seat(s) to: Part 3: Management Leadership Skills (Tuesday, March 24, 2009)

Douglas St.

View St.

_____ Seat(s) for all three sessions

Fort St.



Quadra St.

Per Seminar: Members $69 + GST ($72.45) Future Members $169 + GST ($177.45)



Blanshard St.

Series of 3: Members $159 + GST ($166.95) Future Members $259 + GST ($271.95)

#100-852 Fort St. Courtyard Entrance

Broughton St.

Contact Information: Name: _______________________________________________

Courtney St.

Company: ____________________________________________ Address: _____________________________________________ Postal Code: __________________________________________ Email: _______________________________________________ Phone: __________________

Fax: ______________________

Payment Information: [ ] enclosed is my cheque in the amount of $ _______________ [ ] charge my credit card in the amount of $ ________________ [ ] Visa

[ ] MasterCard

[ ] American Express

Greater Victoria Chamber of Commerce #100-852 Fort St. Victoria, BC V8W 1H8 p: 250.383.7191 f: 250.385.3552 e: [email protected] www.victoriachamber.ca

Credit Card #: _______________________________________ Name on Credit Card: _________________________________ Expiry date: _________________________________________ Signature: __________________________________________ No refunds will be issued 3 business days prior to these events. Photos may be taken for promotional purposes. Views expressed by the guest speaker are not necessarily the views of the GVCC.

>> To register, go to www.victoriachamber.ca or

fax 250.385.3552 or mail to #100-852 Fort St. Victoria, B.C., V8W 1H8.

LEARN ABOUT: > Keeping the Customer Satisfied > Retaining Top Talent > Management Leadership Skills

RETAIL PEAK

PROGRAM OVERVIEW The Retail Training Series is a series of courses designed to help retailers grow their skills and the skills of their staff in the key areas of customer service, sales and human resource management. Each session is jammed packed with real life examples – skills and ideas that can be applied right away. The PEAK program was designed with retailers in mind and offers participants proven techniques to satisfy all kinds of customers and keep them coming back.

Keeping the ONE Customer Satisfied part

part

TWO Retaining Top Talent Tuesday, March 17, 2009 • 8:30 a.m. – 12:30 p.m. You have great employees – now how do you keep them? When you have a strong corporate image and a positive work environment, your employees develop a more personal connection with the business and are more likely to work hard toward its success. This connection, in turn, motivates them to stay on as productive members of a winning team. This course will help you identify strategies to retain and build top talent. TOPICS INCLUDE: What Really Matters to Employees? Creating Your Work Environment Feedback and Reinforcement A Great Place to Work

Management THREE Leadership Skills

THE SPEAKERS

part

Tuesday, March 10, 2009 • 8:30 a.m. – 12:30 p.m.

Tuesday, March 24, 2009 • 8:30 a.m. – 12:30 p.m.

Not just smile training, this course introduces you to proven techniques for not just satisfying the customer but for satisfying ALL customers and keeping them coming back. You will examine your own influence in creating the service dynamic and explore techniques for improving internal and external customer relationships. You will develop a personal service action plan that can be used back on the job.

Someone who is knowledgeable, talented and skilled can make a great store manager. But when you look at the great business leaders throughout the world, you see they have something more. They have personality characteristics that allow them to excel in motivating others and achieving the very high goals they set for themselves. Three key areas in which they outperform are the “3 C’s of Leadership”— coaching, communication, and compassion. This course focuses on the specific strategies you need to successfully lead your team.

TOPICS INCLUDE: What Is Customer Service? First Impressions Building Relationships Creating A Customer Service Atmosphere

ABOUT

TOPICS INCLUDE: The 3 C’s of Leadership part Becoming an Effective Coach Communication for Leaders Compassion – the Human Side of Leadership

Alanna Burk Master Facilitator Dynamic and outcome-oriented, Alanna brings her background in business development, and personal and organizational capacity building to her work with retail clients through the Retail BC Retail PEAK program. She is active in the community and has a strong voice for change.

Janet Dean Master Facilitator Janet Dean is a long time member of the Retail community in BC and authored the Retail PEAK series of courses. An experienced national and international facilitator, Janet brings her expertise to the frontline through the delivery of the PEAK program today.