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CSM 2002

Jerry Fritz, Director
Sales and Customer Service Programs
Fluno Center for Executive Education

University of Wisconsin-Madison School of Business


On Tuesday, April 16, 2002 I had the distinct pleasure to sit in on a presentation being made by Steve Simpson of Keystone Management Services at the 2002 World Conference on Customer Service Management held in Orlando, Florida. Steve is the President of his Australian-based organization and I selected his session as I felt the topic addressed would be a unique analysis of a difficult endeavor, that being to create a culture of service. Steve was also highlighted as being one of the presenters for the CSM Executive Summit being held within the conference.

Steve's session included a cutting edge exploration of his UGR's (Unwritten Ground Rules) philosophy, superb real-world examples, a motivational presentation filled with high energy, and a touch of fine Australian humor. I was most impressed with his ability to relate to the audience (200+) and effectively address their questions. I look forward to the next time when I may enjoy another of Steve's pragmatic sessions.

To your continued success

Vicki Schmid
Harcourt Educational Measurement

I wanted to let you know how much I enjoyed your presentation "Making Customer Feedback Strategies Work" at the CSM 2002 conference on April 15. You highlighted some extremely interesting points. You kept me intrigued with a variety of different points. I believe this was a worthwhile session.

Thanks for participating in CSM 2002!

Susan J. Seybert
The International Group, Inc.
Pennsylvania USA

Just wanted to let you know how much I enjoyed your presentation on UGRs: Unwritten Ground Rules. This seems so simple a concept, yet it has a profound impact on many businesses.

I so enjoyed your lecture on this topic that I made sure I purchased the book before I left the conference. I'm only sorry that I was unable to get you to sign it for me. I know this is one that will hit the best-seller list!

Thanks for the insight. I hope you'll be speaking again at next year's World Conference on Customer Service Management.

Gina Hammer
Cambridge, MA

I had the opportunity to hear Steve Simpson on two occasions. Steve had me so intrigued and motivated I couldn't wait to get back to work. His ideas are resourceful and he offers useful examples that can be applied immediately to improve your company's service.

Don't miss out on hearing Steve if you get the chance!!

Donna J. Belser
NYCE Corporation

I have heard Steve Simpson speak twice at HDI (Help Desk Institute) or CSM (Customer Service Management) conferences. I have found his sessions to be well thought out, informative, and interesting. Steve's work always reflects extensive research and an interesting perspective. Most importantly, his sessions are thought provoking and applicable to those of us in a wide range of support capacities. I have no hesitation in recommending him as a speaker.

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