February Monthly Program

          Practical Magic – Creating a Remarkable  
                          Customer Experience

We are all striving to gain or retain customers, so we seek to
create memorable, unique products and services without spending
a lot of money - especially in our current business climate. Low-
cost excellence is a discipline that’s been employed by Walt
Disney theme parks for decades.  People around the world look to
Disney as a leader in employee courtesy and exceeding guest
expectations. In an economy where folks are cautious with their
discretionary dollars, millions of guests are still going to their
parks in droves.

How do they do it? It’s not from pixie dust; it stems from the real-
world application of fundamental directives and listening closely to
the front line.  This science of service can be effectively adapted
for your teams. During this workshop, a personal take on that
practical magic will be revealed to you.  You’ll discover how
Disney uses - and other organizations apply - these ideas to
create remarkable customer experiences.

In this interactive session you will learn how to:

• find the question behind the question of your client/customer
• help your teams be heroes in the eyes of the customers
• increase your understanding of opportunities to “wow” your
customers
• provide the right tools for the right team members

Register today!

ASTD Competency Model:
The Areas of Expertise defined by the ASTD
Competency Model include ten critical factors
needed to be a successful workplace learning
professional. The Model emphasizes: (1)
foundational competencies, or those that are
important to everyone in the field, and (2) the
specific areas of expertise (AOEs), which are
the specialized knowledge and actions
required by specific roles. This month’s program supports the
Areas of Expertise entitled, Designing Learning and Delivering
Training and the new (coming in March) ASTD Area of Expertise:
Learning Technologies, Instructional Design, and Training Delivery
(Click on the model to enlarge.)  

About our Speaker: Gwen Crowder
Gwen Crowder has trained executives and leaders
from top national and international organizations;
among them: AG Edwards, Lockheed Martin,
Pernod Ricard, Pizza Hut, Mayo Clinic, the
United Center Arena and Bank of America. 
She was Managing Partner of the Florida-based
management training firm Human Architecture,
Inc., a team providing a variety of training
including customer service, change management, corporate
culture, leadership and team building experiences. For the fifteen
years prior, Gwen was an executive trainer and business seminar
instructor for the Walt Disney Company. 

In all of her roles, she has received high praise from the
executives, leaders and teams she has trained. She now
continues that legacy of excellence with EverBank. Some of her
other professional experiences include numerous live and telecast
radio interviews, and hosting a daily television show. 

Gwen grew up in the Jacksonville Beaches area, studied in Europe
for three years, returned to graduate from the University of Florida
and continued with post-graduate work at Rollins College. 

Date and Time: 
Thursday, February 21, 2013
11:30 AM to 11:55 AM: Check-in and  Networking
11:55 AM to 1:15 PM: Lunch and Program

Location: 
Maggiano’s 
10367 Midtown Parkway
St. Johns Town Center
Jacksonville, Fl. 32246

Fees:
Gold Chapter Members      Complimentary
Chapter Members              $25.00
Non Members                    $35.00

Online registration for this meeting closes at midnight
on Tuesday, February 19, 2013.

Walk-ins: A $5.00 surcharge for unregistered walk-ins will apply
to both members and non-members. 

Online registration requires payment by MasterCard, Visa,
Discover, American Express, or PayPal. If you need to arrange for
an alternate payment method, call the Chapter Administrator at
(904) 356-9008.

Can't Show? Please, Let Us Know! We understand that plans
change. To cancel your reservation, email admin@astdnefl.org or
call (904) 356-9008. Program cancellations must be received prior
to 5:00 pm three business days before the event (unless otherwise
noted) to receive a full refund. Cancellation deadlines may be
extended for special events.

ADA Notice:The Northeast Florida ASTD chapter strives to make
all of our programs accessible to people with disabilities or special
needs as defined under the ADA. If you require special assistance
or accommodation to fully participate in this event, please contact
us at admin@astdnefl.org, at least two weeks prior the planned
program so that we may discuss your specific needs.

Media Notice: Chapter representatives may take photos or video
at this event for use in print and/or digital communications. By
attending, you agree that ASTD-NEFL may use your name and
image and/or comments made at this event in all forms and media
for education, promotion, and any other lawful purposes.