QUISPAMSIS, N.B. – The Canadian Cable Systems Alliance announced this week that Nancy Friedman, founder and president of Telephone Doctor, will be the keynote speaker during its awards luncheon on Monday, September 18th.
Her company is a St. Louis-based international customer service and communication skills training firm and Friedman has appeared on shows like Oprah, The Today Show, CNN and Fox News and is one of the world’s leading experts on customer service. Friedman will share her famous Five Forbidden Phrases that customers never want to hear. "During her motivational, laugh out loud presentation, ‘Hell Hath No Fury Like a Customer Scorned,’ Nancy will leave you with ideas, tips and techniques to bolster your bottom line," says the CCSA release.
"More business is lost due to poor service and poor treatment than poor product," she says.
The CCSA AGM in Muskoka September 17 to 19 at the Taboo Resort in Gravenhurst, Ont., begins on the Sunday with a president’s reception. This year’s theme is "Small: The New Big."
Monday is the busiest day with a technical vendor tabletop trade show from 8 a.m. to noon, followed by the luncheon.
And, since the CCSA has launched a regulatory arm, the main panel discussion Monday afternoon will centre on the Canadian policy scene. That will be followed by a members-only meeting and the board of directors will host a dinner that evening and Mardi Gras after the dinner.
With the VOIP decision being reviewed (although a decision is expected well in advance of the AGM) and a television policy review about to get under way, there will be much to discuss during the CRTC-focused panel.
Specific speakers have not yet been confirmed.
Tuesday will be the popular CCSA golf tournament, beginning at 8:30 a.m.
