SCI Symposium: Client Care Necessities

Studer Community Institute is a non-profit organization dedicated to our mission of improving the quality of life for all people in the diverse communities we serve. Learn more and get involved at studeri.org

Studer Community Institute

You could 3 credits toward your Leader Certification by attending this symposium. Learn more about certification at ondemand.studeri.org!

Momentum Church - Pensacola

<h2>About SCI Symposiums:</h2>High-performing organizations stand out from the crowd and the rest wonder how they sustain exceptional results. The answer is skills training.According to Forbes, skills training is one of the most underleveraged tools, and continuous learning is the key to sustaining high performance and success. In fact,<ul><li><a href="https://www.forbes.com/sites/davidsturt/2018/03/08/10-shocking-workplace-stats-you-need-to-know/?sh=3efe311af3af#23d35508f3af%20" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">58% of managers said they didn't receive any management training.</a></li><li><a href="https://www.forbes.com/sites/victorlipman/2016/10/01/a-startling-98-of-managers-feel-managers-need-more-training/?sh=713e53aa5e8b" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">98% of managers feel they would benefit from more training</a>.</li><li><a href="https://www.lorman.com/blog/post/39-statistics-that-prove-the-value-of-employee-training" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">70% of employees would be somewhat likely to leave their current job to work for an organization known for investing in employee development and learning.</a></li><li><a href="https://www.lorman.com/blog/post/39-statistics-that-prove-the-value-of-employee-training" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Retention rates rise 30-50% for companies with strong learning cultures.</a></li></ul>This is why we provide high-value, low-cost symposiums: To cover the essential leadership skills needed for successful aspiring, new and seasoned supervisors in a clear, concise format.Regardless of your experience, these symposiums provide the solid skills and supervisory "how-to’s" you need to influence, lead and work well with others. Attend just one or plan out your entire year of growth by signing up to attend them all! NEW! Keep scrolling to learn how to count this symposium toward your <a href="https://studercommunityinstitute.thinkific.com/pages/certification" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">SCI Leadership Certification</a>!

<h2>About the Client Care Necessities Symposium on September 22:</h2><h3>Presented by [Your Company Name Here] </h3><a href="https://www.studeri.org/leadership-contact" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Contact us to claim this exclusive branding and partnership opportunity (which includes 30 seats)!</a>Companies like Disney, Ritz-Carlton, Mayo Clinic, Starbucks and Southwest Airlines all have one thing in common that has earned them world-class status: Their employee training and engagement that drives exceptional service and customer loyalty.Despite your industry or size, keeping your clients happy and loyal is crucial to your business’s long-term success — and it starts with solid engagement and buy-in from every employee from the C-suite to new hires.Join us as internationally acclaimed keynote speaker Jake Poore and two other dynamic presenters take the stage to strengthen the skills that leaders need to build a culture devoted to excellent client service, every time:<ul><li>"Creating Exceptional Customer Experiences — Every Person, Every Day" with Jake Poore, Integrated Loyalty Systems — Exceptional experiences occur when we consistently meet customer expectations on what we provide while exceeding their expectations on how we provide it. Listen as Jake Poore takes you on a journey, looking at some of the best practices and lessons learned from organizations known for their world-class service (think Disney!), delivered consistently and seamlessly through the eyes of their customers. In this engaging presentation, Jake will share his insights and experiences on the secrets to success and provide tools for how to build it within your own service area.</li></ul><ul><li>"Nourishing Client Relationships to Help Business Boom" with Cyndi Leonard, Navy Federal — Strong customer relationships are essential to business success. Just like personal relationships, it is vital to cultivate and nurture them over time. Research has proven that established clients cost less to service and refer new clients more often, without additional costs! Cyndi Leonard will share proven tools and tactics Navy Federal uses to build better client relationships. Learn Cyndi's essential skills from over 15 years of front-line customer service experience to ensure your business keeps booming through the end of 2021 and beyond!</li></ul><ul><li>"30-Minute Deep Dive: Tracking and Measuring Customer Satisfaction" with John Miller, Cox Communications — Don't just collect metrics on customer satisfaction; use them to take action! Learn practical strategies from John Miller to track feedback and use to consistently deliver for your clients.</li></ul><ul><li>"Beyond Transactions: Achieving the Virtuous Cycle of Customer Loyalty" with Jake Poore, Integrated Loyalty Systems — People keep returning to their favorite restaurants – why? They had service that makes them feel individual, important. Customers these days are expecting more from organizations than ever before (no matter what the organization is facing), and as those expectations are rising, our service needs to be rising to exceed those expectations. In this dynamic presentation, Jake Poore will share how the root of customer loyalty is providing your employees with the tools to make an emotional connection with customers, pushing past “just another transaction” at the bakery, supermarket, tire place, or doctor’s office.</li></ul>Who should attend? Great organizations continually invest in training for their team in order to drive results. This course is designed for:<ul><li>High Potential Employees</li><li>New Managers</li><li>Experienced Leaders</li></ul>Need help asking your boss? <a href="https://files.constantcontact.com/0bf93ca7401/a2d2992c-c6e8-41af-a657-c255541e312b.docx" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Use this easy email template to help you!</a>*Please note session titles and descriptions are subject to changes.

<h2>What's Included:</h2>More robust than your average training experience, this symposium includes:<ul><li>A Full Day of Live Training (Either in-person or via Livestream)</li><li>Training Video Recording (Access for 7 days following the event)</li><li>Take-Home Toolkit</li><li>Online Refresher Videos and Resources to Master Content</li><li>"Keep it Sticky" Follow-Up Assignments</li><li>Knowledge Test</li><li>Physical Thank You Card (for whoever sent you to the training — or email template for livestream attendees)</li><li>Breakfast Snack, Coffee and Lunch (in-person attendees only)</li></ul>For questions regarding this symposium, please email Morgan Tufto at mtufto@studeri.org.

<h2>Continuing Education Credits:</h2>Take the guesswork out of development plans with <a href="https://studercommunityinstitute.thinkific.com/pages/certification" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">SCI Leader Certification</a> for leaders of all levels! Individuals enrolled in the program will have 12 months to earn 15 training credits through a combination of our live symposiums and on-demand courses. Learn how to get certified <a href="https://studercommunityinstitute.thinkific.com/pages/certification" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">here</a>!Let us help you earn your <a href="https://www.shrm.org/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">SHRM</a> and <a href="https://www.floridabar.org/member/cle/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">CLE</a> continuing education credits! This symposium is recognized by the following professional organizations for the following number of credits:<ul><li>Approved for (4) SHRM Credits</li><li>Approved for (4.5) CLE Credits</li></ul>Should you have any questions about certification, please email Stephana Gaudin at sgaudin@studeri.org.

<h2>Live Training Safety Precautions:</h2>Keeping you safe and healthy is our TOP priority! We are both sensitive to and cognizant of the COVID-19 pandemic and will focus on ways to keep you safe as we provide our courses. This session is available to you in-person (very limited capacity with social distancing) as well as via Livestream. Please select your choice of format at the checkout. Due to the Delta variant uptick, we will be requiring that masks be worn when moving about throughout the day.We'd also like to thank our in-person safety providers for providing the necessary tools to keep our attendees safe:<ul><li><a href="https://3sixtyprinting.com/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">3SIXTY Marketing</a>: Official Mask Provider</li><li><a href="https://officepride.com/florida/pensacola-downtown/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Office Pride of Pensacola</a>: Official Hand Sanitizer Provider</li></ul>

<h2>Frequently Asked Questions:</h2><ul><li>Where is the in-person event held? This even is held at Momentum Church, located at 4301 Bayou Blvd, Pensacola, FL 32503. </li><li>When will I get the link to join the livestream? All attendee instructions and the livestream link will be sent out the day before the symposium around 12 p.m. CST.</li><li>If I attend in-person, is lunch included? Yes, lunch is included with your in-person ticket.</li><li>Are there any benefits to registering early? Yes — not only will you save money by registering prior to the Friday before the symposium, but you will ensure your in-person spot! Plus, anyone who registers before August 27 will receive a complimentary <a href="https://www.masterclass.com/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">1-Year MasterClass Membership ($180 value!).</a></li><li>What should I bring? What should I wear? Don't worry, we'll send out a "Know Before You Go" email with all of the details, including where to park, what to bring and what to expect the day before the symposium.</li></ul>

<h2>Our Expert Speakers:</h2><h3>JAKE POORE, <a href="https://www.wecreateloyalty.com/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Integrated Loyalty Systems</a></h3>As Founder and President of ILS, Jake knows what it takes to create and maintain a world-class service organization. He should... he spent nearly two decades at the Walt Disney World Company in Florida helping to recruit, hire, train and align their 65,000 employees toward one end in mind: creating memorable experiences for individuals, not transactions for the masses.In 1996, Jake helped launch the Disney Institute, the external training arm of Disney that sold its business secrets to the world. 80 percent of the people who attended the Institute were from healthcare…and Jake’s passion for helping to improve healthcare began.Just after September 11, 2001, Jake launched Integrated Loyalty Systems, a company on a mission to help elevate the human side of healthcare. Since then, Jake and his team of experts have been sharing the organizational blueprints needed to build world-class patient experiences by helping them design and execute patient-driven cultural blueprints, define the companies’ patient experience strategy and map out and operationalize the ideal patient and employee experience.Team ILS has successfully helped many healthcare organizations make cultural transformations including Kaiser Permanente, Cigna Medical Group, Augusta Health, Dignity Health and their 75 medical practices, Baystate Health, Penn Medicine, Ochsner Health System, National Rehabilitation Hospital, and BJC Healthcare’s Progress West Hospital.Since 2009, Jake has been faculty for the American College for Healthcare Executives (ACHE) teaching a 2-day course sharing the blueprints for designing world-class cultures that drive exceptional patient experiences. Mayo Clinic presented him with the prestigious Ozmun Award in Administrative Excellence.In his free time, he enjoys sailing, golf, and photography. He lives in Orlando with his wife and their three beautiful children.<h3>CYNDI LEONARD, <a href="https://www.navyfederal.org/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Navy Federal Credit Union</a></h3>Cyndi recently celebrated 15 years with Navy Federal Credit Union. She started in the Contact Center and worked in a variety of areas and functions to include Transactions (now Account Services), Credit Cards, Resolution, Supervisor, and Assistant Manager. In October 2016 she detailed into Mortgage as the Assistant Manager of Refinance. In April 2018 she was promoted to Manager of the newly formed Admin department where her teams supported a variety of functions and her staff was mostly comprised of contractors. She grew that team from one AM and 8 Supervisors located at one site to 3 Assistant Managers and 23 Supervisors located in various states. In January 2020, she transitioned back to Processing as the Manager of Refinance Processing.Outside of Navy Federal, Cyndi held several front-line leadership roles with various companies. She holds an Associates in Business Management, Bachelor’s in Business Admin and a Masters in Organizational Leadership. She enjoys learning new things and motivating her staff to work together and achieve great results.<h3>JOHN MILLER, <a href="https://www.cox.com/residential/home.html?utm_id=lfo_sem_goog_bun_gen_z_brnd_norlsa&sc_id=lfo_sem_goog_bun_gen_z_brnd_norlsa_quad1&ca.cr=484302112494&ca.kw=cox%20communications&ca.mt=e&ca.mp=Google&cb.device=c&ca.target=kwd-89719798&SRCHCAMPAIGN=Google+-+Residential+-+Brand+-+BAU+-+Standard+-+FL+GA+-+PST+-+Exact&SRCHKW=cox+communications&ds_kid=43700059466013223&&ca.cr=484302112494&ca.kw=cox%20communications&ca.mt=e&ca.mp=Google&cb.device=c&ca.target=kwd-89719798&SRCHCAMPAIGN=Google+-+Residential+-+Brand+-+BAU+-+Standard+-+FL+GA+-+PST+-+Exact&SRCHKW=cox+communications&ds_kid=43700059466013223&gclid=CjwKCAjwgviIBhBkEiwA10D2jw4y-TSSHU0aY9fOcnq8-PDKOhI5faJ_Zy61cXzCD18KWzKrars9IxoC7eAQAvD_BwE&gclsrc=aw.ds" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Cox Communications</a></h3>John Miller has been employed with Cox Communications for the past 14 years and currently serves as the Director of Direct Sales. In this role, he oversees the daily operations of the Direct Sales team across Florida, Georgia and Louisiana. Under John’s leadership, many of his team members have been recognized nationally for their achievement in revenue growth, customer growth and customer satisfaction.John is best known by his colleagues for creating cultures where employees can grow and develop while achieving best-in-class results. His team has led the country the past 5 years in customer satisfaction.Before joining Cox Communications John held senior leadership roles with Cablevision and Comcast. In John’s spare time he enjoys traveling and spending time with his family.

<h2>Group Discounts and Sponsorship Opportunities:</h2>We believe learning together as a team is important to overall organizational success, which is why we offer small (5-9 attendees 15%) and large (10-14 attendees 20%) and extra-large (15+ attendees 20%) group discounts. Please email Morgan Milbradt at mmilbradt@studeri.org for more details.Being a symposium sponsor provides you with extensive brand visibility, putting your brand assets in front of an audience of 20-150 people, and gives you an opportunity to make personal connections with attendees during and after the event. Please email Morgan Milbradt at mmilbradt@studeri.org for more details. See sample sponsor recap books below: <ul><li><a href="https://www.dropbox.com/s/zgzbogo6uljdntg/Symposium%20Sponsor%20Recap%20-%20Clark%20Partington.pdf?dl=0" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Clark Partington Sponsor Recap Book</a></li><li><a href="https://www.dropbox.com/s/v41eag4vnu973b3/Office%20Pride%20Symposium%20Recap%20Book%202021.pdf?dl=0" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Office Pride Sponsor Recap Book</a></li><li><a href="https://www.dropbox.com/s/xvx70e75ev3h8pe/Warren%20Averett%20Symposium%20Recap%20Book.pdf?dl=0" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Warren Averett Sponsor Recap Book</a></li></ul>

<h2>Other SCI Live Trainings:</h2>This symposium is the last live training opportunity being offered in 2021. We will continue to provide symposium-format training throughout 2022 with the goal of helping you achieve your goals and get you on the path to high performance. Have a specific training request? Please email Rachael Gillette at rgillette@studeri.org to learn more about our custom on-site team training!Interested in more On-Demand content? Check out our <a href="https://studercommunityinstitute.thinkific.com/" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">incredible On-Demand library</a> of past symposiums, bias training and other specialty courses. Want to build a bundle custom to your team? Please email Stephana Guadin at sgaudin@studeri.org for more information!Don't forget about our biggest live training of them all: <a href="https://www.eventbrite.com/e/126156574711">EntreCon®, our annual business, leadership and entrepreneurship conference</a>! EntreCon® provides attendees with a front-row seat to both local and national speakers, practical knowledge and tools, and first-class networking within our community. <a href="https://www.eventbrite.com/e/126156574711">Secure your 2-day pass today</a> for this year's theme, "THE BIG RESET!" Watch the 2021 promo video below:

<h2>Stay in the Loop:</h2>Want to be notified of future live workshops as soon as they're released? <a href="https://www.studeri.org/newsletter-signup" target="_blank" data-msys-clicktrack="0" rel="nofollow noopener noreferrer">Sign up to receive our emails.</a>

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SCI Symposium: Client Care Necessities

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