March 13 & 14 : This high-impact training is targeted towards all parties involved with the OBC industry. Center team members from all levels, vendors working with centers, and everyone in between will benefit from these sessions to learn how to empower their team to success.

Students should choose one day to attend, as training schedules are the same on both days in order to accommodate all team members.

Driving Revenue through Exceptional Service - Building Loyalty
Receive 1 credit towards the team member certification program in Sales/Marketing.

8:00-9:00AM
Registration and Breakfast

09:00 – 10:30AM
Driving Customer Loyalty
In business you get what you want by giving clients what they want.The Academy will provide an in-depth examination of customer service expectations in our industry and some unexpected areas of increased revenue opportunity at the center and organization level.

ALLIANCE Academy students will discover the truth about why some clients are service users and other are not. All attendees will learn how to position their team members as business consultants to create value and trust in every client interaction.

10:30 – 10:45AM
Coffee Break
Take break, get some coffee and re-energize.

10:45 – 11:30AM
Cultivate Confidence: Create Loyalty
To sell and retain customers, you must believe in your product or service - and believe in yourself. Your selling skills depend, in large part, on your level of self confidence. Create the confidence to present yourself as an industry consultant and truly form a partnership that creates loyalty.

11:30AM – 12:30PM
Improving Communication with Clients
In order to create loyalty with your clients, you must be able to effectively communicate with their different personalities, needs and values. Customize your value proposition for each customer segment to target their specific motives and buying influences.

12:30 – 1:15PM
Lunch on Us
Join us for lunch, catch up on calls and network with your new friends.

1:15 – 1:45PM
Improving Communication with Clients - continued
Instruction on communicating as effectively as possible continues in this session.

1:45 – 2:15PM
How Customers Define Exceptional Service
Customers are usually very clear about what they expect of their service interactions. And they evaluate the service they receive against those expectations. Your role is to manage each customer’s experience. The challenge is to asses each customer, determine what’s most important, and then deliver that during the series of moments of truth that make up the interaction.

2:15 - 2:30PM
Coffee Break
Check in with the office or just relax a little.

2:30 – 4:30PM
The Center Leadership Challenge
We are in the midst of profound and revolutionary changes in the way we live and do business. Intense global competition, the explosion in information and information technology, and the demand for split-second responsiveness and flexibility have put incredible pressures on organizations. Job security is a vestige of the past, employee cynicism is soaring, and individuals are searching for more meaning and purpose in what they do. In order to survive, you must be able to mobilize every team member to participate fully in creating customer loyalty.

Develop and enhance your center leadership skills to motive all team members to strive for excellence in every client interaction.

4:30 – 5:00
Workshop Review and Commitment Action