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The Customer is Bothering Me

  • 04 Nov 2010
  • 7:30 AM - 9:45 AM
  • University Club – Main dining room 380 University Ave. Toronto 416-597-1336

The Customer is Bothering Me

Does your strategy create a positive customer experience?

Join us in the second of our new interactive breakfast discussion series, co-sponsored with the Strategic Leadership Forum.

Our guest is Shelle Rose Charvet, author of the international bestseller, "Words That Change Minds". Shelle hits the nail on the head again with her new book: "The Customer is Bothering Me". In this session, Shelle will take us through the steps involved in designing and creating a strategic approach to customers’ experiences that will fit with your customers’ explicit and unconscious needs. With her expertise in below-conscious communication, Shelle will demonstrate how to:

     - Create and implement an easy to run ‘Customer Philosophy’

     - Design the ‘Customer Transaction Process’ to ensure they get the experience you want them to have

     - Deal with the people side of the equation when things go wrong with the ‘Upset Customer Process’

Shelle’s past sessions have received rave reviews from attendees.

Check out her website:   www.WordsThatChangeMinds.com      

Event Details:  

Date:   Thursday, November 4, 2010

Time:   7:30 a.m. - 9:45 a.m.

            7:30 a.m. - 8:15 a.m. - Registration, Networking continental continetal breakfast

            8:15 a.m. - 9:30 a.m. - Presentation and Q & A session


Cost:    CMC-Canada / CMA / SLF Members: $35.00

            Non-Members: $75.00

Prices exclude GST/HST


CMC-Canada and SLF Members are eligible to bring a guest at the member's price. Take this opportunity to invite a colleague or client.

How to Register

Please call Darlene Hoornstra at: 416-860-1515 ext. 4

Registration deadline is on November 1, 2010



University Club – Main dining room

380 University Avenue

Toronto, ON M5G 1R6


About the Speaker

Shelle Rose Charvet, president of Success Strategies, is perhaps best known around the world for her ground-breaking book "Words That Change Minds: Mastering the Language of Influence." It is used as a text book in several university business programs in the U.S. and the U.K., as well as at Coach University. It’s currently available in several languages.

People and organizations seek Shelle out because of her work developing applications for the LAB Profile, the psycho-linguistic tool for uncovering how people get motivated, how they think and make decisions.

Shelle’s background is in social sciences and Neuro-linguistic Programming (NLP).  Shelle lived and worked in Europe as a communication trainer and consultant for clients such as the OECD, IBM Europe, the European Parliament and Commission, the Bank of France and the CERN (European Centre for Nuclear Research), amongst others.

She now travels worldwide to work with clients on their most challenging communication problems. Shelle speaks, conducts learning programs and solves organizational problems throughout North America, Europe, and Asia. She is a Certified NLP trainer, and is invited to conduct programs for the top NLP Institutes world-wide. Shelle also served as the founding president of the Canadian Association for NLP (CANLP). She is the 2009 national president of the Canadian Association of Professional Speakers (CAPS).

Cancellation Policy

Cancellations received in writing before October 28, 2010 will be refunded the full amount, minus a $10.00 handling fee. No refunds will be issued after October 28, 2010. Registrants may send a substitute attendee, with appropriate fee adjustment.

No credits are given for late notices or "no-shows".

In the unlikely case that the event has to be cancelled, registration fees will be fully refunded.






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