Customer service workshops for Operations staff

Chip Bell

Argonne is offering customer service workshops for all Operations staff including those in the Infrastructure Services, Office of the Director and Science & Technology Partnerships and Outreach directorates. The workshops are scheduled for Wednesday, Nov. 28, and Thursday, Nov. 29, 2018. Chip Bell, a renowned authority on customer loyalty and the author of several award-winning national and international best-selling books, will present each session.

The morning session, “Building Partnerships with Customers for Frontline Workers” is for frontline workers while the afternoon session “Leading a Customer-Centric Operation” is designed for managers and group leaders.

All Operations staff are encouraged to attend one of the sessions and can register through the Training Management System (TMS):

1. From your training profile, click the “Enroll in an Elective” button. The “Course Finder” window will appear.
2. Enter “OPS200” for the frontline workers workshop or “OPS201” for the managerial workshop.
3. Highlight the workshop session you wish to attend, and reserve your seat using the icon on the right.

“Building Partnerships with Customers for Frontline Workers” (OPS200)

Distinctive service in the professional world can be vastly different than the approach used by a merchant to win a consumer. Encounters shifts from transaction to relationship. When those you serve feel like valued partners in a power-free relationship, their expectations are typically more realistic, they are more forgiving of mistakes, more ardent advocates and their economic investment in the organization deepens. Research convincingly demonstrates it is the depth of the relationship, not the quality of the product or expertise, which retains the relationship. This powerful and practical keynote is based on Chip Bell’s international best-selling books, “Customers as Partners” and “Dance Lessons:  Six Steps to Great Partnerships.”

• Session 1
  Wednesday, Nov. 28, 2018
  9:30- 11 a.m.
  Building 402 Auditorium
  Add to Your Calendar
• Session 2
  Thursday, Nov. 29, 2018
  9:30- 11 a.m.
  Building 402 Auditorium
  Add to Your Calendar

“Leading a Customer-Centric Operation” (OPS201)

This customer service workshop is designed for managers and group leaders in the Operations divisions.

Go behind the scenes in those organizations renowned for inventive and imaginative service, and you will find leaders with exceptional practices and special competencies. These courageous leaders understand the culture and leader-follower relationships that are most suited for resourcefulness in delivering value-unique experiences that awe, not just wow. Leadership is an echo that best resonates in a setting of responsible freedom, compelling cause, supportive connections, infectious curiosity and affirming excellence. Based on the best-selling books, “Managing Knock Your Socks Off Service” and “Take Their Breath Away,” this powerful presentation leaves audiences with fresh insights and clear instructions on ways to stimulate, nurture and cultivate innovative service.

• Session 1
  Wednesday, Nov. 28, 2018
  1:30 – 3 p.m.
  Building 402 Auditorium
  Add to Your Calendar
• Session 2
  Thursday, Nov. 29, 2018
  1:30-3 p.m.
  Building 402 Auditorium
  Add to Your Calendar

Biography

Chip R. Bell is founder and senior partner with The Chip Bell Group. A renowned keynote speaker, his consulting firm focuses on helping organizations create a culture that supports long-term customer loyalty and service innovation. Prior to starting his company in the 1980’s, he was director of Management and Organization Development for NCNB (now Bank of America). Bell holds graduate degrees from Vanderbilt University and the George Washington University. Additionally, he was a highly decorated infantry unit commander in Viet Nam with the elite 82nd Airborne and a guerilla tactics instructor at the Army Infantry School. His books include: “Take Their Breath Away,” “Managing Knock Your Socks off Service,” “Magnetic Service,” “The 9½ Principles of Innovative Service,” “Wired and Dangerous,” “Customers as Partners” and his newest book, “Kaleidoscope:  Delivering Innovative Service That Sparkles.”  His books have been translated into over a dozen languages.  Global Gurus ranked him in 2018 the #2 keynote speaker in the world on customer service; #1 in North America. Bell has appeared live on CNBC, Bloomberg TV, CNN, ABC, CBS, NPR Marketplace and his work has been featured in Fortune, Wall Street Journal, Financial Times, Forbes, Businessweek, Entrepreneur, Inc. Magazine, CEO Magazine and Fast Company.