Letter from the Chair - Doug Bear from Kitsap County Nelson Boswell authored books about ways to resolve conflict, eliminate stress, and increase energy, creativity and perceptivity. He once said there is a simple but powerful rule…always give people more than they expect to get. Today, more than ever, customers want better service. We live in an “on-demand” society. As customers we want business on our terms, when it’s convenient for me, and delivered the way I want it delivered. One day I shop at the brick and mortar store, the next I’m ordering on their interactive web site. Sometimes I want customer service face-to-face, sometimes on the phone. I want to text, email, tweet, follow and chat…and I want to pay by check, by money order, by certified check, use PayPal, use my credit card, or pay with virtual currency. It’s not one or the other, I want it all…and I want it my way. So, how do we meet a challenge like that? Or, dare I say, how can we give people more than they expect? Plan now to join us at the Signature Customer Service and Support Professional Conference in Las Vegas, NV. The conference, October 25-27, 2010 provides a unique opportunity for concentrated training in the areas customer service professionals ask about the most. You’ll learn strategies, concepts, techniques and tips to meet the changing demands in the customer service industry. Our general keynote sessions provide top–rated speaker’s with messages that challenge your perspective and inspire you to greater success. Breakout sessions provide targeted training in several areas, as well as case studies and workshops. We also offer a tour of Zappos, Inc. where you can see their customer service culture first-hand. You won’t want to miss this tour. Networking is an important part of every conference. The Signature Conference offers an opportunity to learn from your peers who attend. Mastermind sessions bring small groups together to focus on a single topic before the day’s regular program begins. Lunches, provided with registration, create an opportunity to share impressions and build lasting relationships. Select exhibitors offer product information in a “no-sale” environment, allowing you to learn about new technology and products designed to enhance your customer service efforts. The Signature Conference can equip you with the tools you need to help you provide “…more than they expect to get.” Register today and make plans be part of this exciting conference. I’m pretty sure you will leave the conference with more than you expected to get! Sincerely, Doug Bear Kitsap County Public Communications Program Manager Conference Chair