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•  Keynote Presentation:
  This address will be tailored to the individual needs of the client. Any supporting documentation the client provides will be used to assist in preparation. The client can expect customization, some independent research, specific handouts and possibly a site visit to gain first-hand knowledge of the operations if close to the Twin Cities or an area John Tschohl is visiting.
  
• 4-hour Seminar:
  The presentation will be tailored to the client and their marketplace. Information received on your organization will be read and used appropriately in the presentation. Independent research will be conducted.
  
• 8-hour Seminar:
  This can be a highly dynamic, in-depth seminar to help you drive the service strategy with your leadership team and employees. The length of time allows discussion with the participants and a very customized presentation.
  
• There is no limit to the number of participants in any presentation.
  
• Multiple dates and programs are subject to discounted pricing.
  
• A confirmation deposit is required at the time of contracting.
  
  Fees
  For John Tschohl fees or schedule contact your speaker bureau.

  TRAVEL AND ACCOMMODATIONS
  
  We strive to keep travel costs to a minimum as a courtesy to our clients. Travel costs are prorated between engagements whenever possible. First class or business class airfare is requested on flights of two hours or more. Hotel reservations should be made by the client, guaranteed for late arrival and billed to the master account for the event. Confirmation should be sent to John Tschohl. Expenses billed to the client immediately following the event will include airfare, ground transportation, related meals, and other out-of-pocket expenses. On international trips we charge $100 to cover all the miscellaneous expenses.
  
  PROGRAM MATERIALS
  
  Basic handout materials, customized to the client for reprinting, are provided at no additional cost. Autographed copies of John's customer service books, Loyal for Life, which focuses on service recover and empowerment, Achieving Excellence Through Customer Service, which focuses on implementation and management of quality service; e-Service: Speed, Technology and Price Built Around Service, which shows you how to leverage e-commerce through an e-service strategy; The Customer Is Boss, which helps consumers challenge bad service; Ca$hing In: Make More Money, Get A Promotion, Love Your Job, which shows service professionals how to make more money, get a promotion, and love their job; and FEELINGS, which provides customer service skills for employees, are available to be purchased in quantity by the organization or by the individual attendees at the close of the session. These practical books focus on quality service skills and techniques that can reinforce and expand the message communicated during the presentation. All books purchased before or at the event will be autographed and often personally inscribed.
  
  
  FOLLOW-UP
  
  Audio and video taping of John's presentation should be discussed in advance. When used properly, this can enhance an event and afford those who were unable to attend the opportunity to become involved. Some of our clients have asked us to submit articles for newsletters or publications preceding or following an event to build the momentum. Post event questions and comments are welcome in our office by telephone or letter. We feel this follow-up service is an important part of our service to our clients and participants.
  

May 28, 2004