1. IACC Annual ConventionMaking The Most Out Of Client IssuesJuly 11, 2010 Presenter Terri Boettcher Vice President BC Services, Inc.

2. Client Satisfaction Reputation Management Pursuing Excellence Client Issues Issues with Client Resources Agenda

3. Making your clients feel Valued, Wanted, and Loved! Face to Face Meetings Respond Promptly Be Friendly and Approachable Defined Customer Service Policies Attention to Detail Anticipate your clients needs Honor your Promises Client Satisfaction

4. On line Reputation Community Involvement Gossip Referrals Internal Behavior Others: Reputation Management

5. Attitude The Value of Listening Performance Success Pursuing Excellence

6. Remittance Invoices Recoveries Reports Customer Service Others: Client Issues

7. Bad Data or Lack of Data File Layout/Changes No Documentation Responding to Requests Remittance and Recalls Frequent Disputes Others: Issues With Clients

8. Surveys Web site Social Media Books: The Little Big Things Getting Naked Others: Resources

9. A leader's job is to look into the future and see the organization, not as it is, but as it should be.~ Jack Welch

10. Thank You Evaluations Door Prize