TG Regional Training Agenda Atlanta, Georgia, November 18, 2009
8:00 a.m.	Registration
8:30 a.m.	Crafting the Keys to Customer Service In this session, you'll develop an understanding of how to build a customer-focused environment in the financial aid office; identify your internal and external customers and work together to define world-class customer service; review current research on customer service in the financial aid industry and identify specific steps you can take to improve customer service in your office and on your school campus.
9:30 a.m.	Break
9:45 a.m.	Dealing With Difficult Students Do your student or parent customers sometimes get frustrated or angry? Are you ever faced with a student or parent who is upset and expects you to do something you just can't do? Explore a six-step model to defuse emotional customers and deal with difficult situations. The financial aid professional will participate in role-playing exercises based on real financial aid scenarios.
11:00 a.m.	Break
11:15 a.m.	Making a Difference One Student at a Time Using an inspiring video from award-winning photographer DeWitt Jones, this seminar helps you take the time to affirm your strengths and celebrate everything that's right in the financial aid industry. Participants will hear about recent trends in the financial aid industry that throw a spotlight on the difference you make in the lives of your students and their families.
12:30 p.m.	Lunch
1:30 p.m.	Director's Wrap Up

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