Event Registration Where

WhereWe Are
We Are Retail
Training Series
Pricing:
Series of 3: Members $159 + GST ($166.95)
Future Members $259 + GST ($271.95)

Per Seminar: Members $69 + GST ($72.45) Yates St.

Future Members $169 + GST ($177.45)

Please reserve:
View St.

Blanshard St.
_____ Seat(s) for all three sessions

Douglas St.

Quadra St.
or
_____ Seat(s) to: Part 1: Keeping the Customer Satisfied
(Tuesday, March 10, 2009) Fort St.
_____ Seat(s) to: Part 2: Retaining Top Talent #100-852 Fort St.
(Tuesday, March 17, 2009) Courtyard Entrance
_____ Seat(s) to: Part 3: Management Leadership Skills
(Tuesday, March 24, 2009) Broughton St.

Contact Information:
Name: _______________________________________________ Courtney St.
Company: ____________________________________________
Address: _____________________________________________
Postal Code: __________________________________________
Email: _______________________________________________
Phone: __________________ Fax: ______________________
Greater Victoria Chamber of Commerce
#100-852 Fort St.
Payment Information: Victoria, BC V8W 1H8
[ ] enclosed is my cheque in the amount of $ _______________ p: 250.383.7191
[ ] charge my credit card in the amount of $ ________________ f: 250.385.3552
e: chamber@gvcc.org
[ ] Visa [ ] MasterCard [ ] American Express
www.victoriachamber.ca
Credit Card #: _______________________________________
Name on Credit Card: _________________________________
Expiry date: _________________________________________
Signature: __________________________________________

No refunds will be issued 3 business days prior to these events.

Photos may be taken for promotional purposes. Views expressed LEARN ABOUT:
by the guest speaker are not necessarily the views of the GVCC.
> Keeping the Customer Satisfied
> Retaining Top Talent
>> To register, go to www.victoriachamber.ca or > Management Leadership Skills
fax 250.385.3552 or mail to #100-852 Fort St.
Victoria, B.C., V8W 1H8.
RETAIL PEAK
PROGRAM OVERVIEW
The Retail Training Series is a series of
courses designed to help retailers grow
their skills and the skills of their staff in
the key areas of customer service, sales
and human resource management.
Each session is jammed packed with real life
examples – skills and ideas that can be applied
right away.
The PEAK program was designed with retailers in
mind and offers participants proven techniques to
satisfy all kinds of customers and keep them coming
back.
Keeping the
part
ONE Customer Satisfied
Tuesday, March 10, 2009 • 8:30 a.m. – 12:30 p.m.
Not just smile training, this course introduces you to
proven techniques for not just satisfying the customer
but for satisfying ALL customers and keeping them
coming back. You will examine your own influence in
creating the service dynamic and explore techniques
for improving internal and external customer
relationships. You will develop a personal service
action plan that can be used back on the job.
TOPICS INCLUDE:
What Is Customer Service? Janet Dean is a long time member
First Impressions
Building Relationships authored the Retail PEAK series of
Creating A Customer Service Atmosphere
part
TWO Retaining Top Talent
Tuesday, March 17, 2009 • 8:30 a.m. – 12:30 p.m.
You have great employees – now how do you keep
them? When you have a strong corporate image and
a positive work environment, your employees develop
a more personal connection with the business and
are more likely to work hard toward its success. This
connection, in turn, motivates them to stay on as
productive members of a winning team. This course
will help you identify strategies to retain and build
top talent.
TOPICS INCLUDE:
What Really Matters to Employees?
Creating Your Work Environment
ABOUT
Feedback and Reinforcement
A Great Place to Work
THE SPEAKERS
Management
part
THREE Leadership Skills Alanna Burk
Master Facilitator
Dynamic and outcome-oriented,
Tuesday, March 24, 2009 • 8:30 a.m. – 12:30 p.m. Alanna brings her background
in business development, and
Someone who is knowledgeable, talented and skilled personal and organizational
can make a great store manager. But when you look capacity building to her work with retail clients
at the great business leaders throughout the world, through the Retail BC Retail PEAK program. She
you see they have something more. They have is active in the community and has a strong
personality characteristics that allow them to excel in voice for change.
motivating others and achieving the very high goals
they set for themselves. Three key areas in which they
Janet Dean
outperform are the “3 C’s of Leadership”— coaching, Master Facilitator
communication, and compassion. This course focuses
on the specific strategies you need to successfully lead
your team. of the Retail community in BC and
TOPICS INCLUDE: courses. An experienced national
The 3 C’s of Leadership and international facilitator, Janet
part Becoming an Effective Coach brings her expertise to the frontline through the
Communication for Leaders delivery of the PEAK program today.
Compassion – the Human Side of Leadership