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Organizational Effectiveness Through Feedback Management
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>> Events
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Dr. Frederick C. Van Bennekom, principal of Great Brook Consulting, frequently delivers workshops and presentations at industry conferences. Workshops that we deliver are:
for a
Survey Workshop
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of newly scheduled workshops.
We target areas where interest has been shown.
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Read
from attendees of Great Brook's Survey Workshops
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View a short online presentation
summarizing the concept of surveying and outlining our courses.
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Has a work colleague attended
one of Dr. Fred's workshops?
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Contact us for a custom private, survey workshop delivered at your company site, which is more cost effective for larger groups to be trained.
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Great Brook is a member of the Resource Center for Customer Service Professionals (RCCSP) Professional Education Alliance.
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Service Insights Newsletter
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Click on the workshop title to see a description and curriculum outline.
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Survey Design Workshop
Survey Data Analysis Workshop
Survey Workshop Webinar Series
Customer Feedback Program Design Workshop
Design for Supportability Workshop
Please contact us if you would like more detailed information about the workshop curriculum.
Currently scheduled workshops are shown below. We typically offer the Survey Workshop series 7 to 10 times each year in various locations in the US -- and we offer private deliveries in your office if you have a number of people to be trained.
Date
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Workshop
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City
* Links to Workshop Details *
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Venue
* Links to the Venue *
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Fridays
2:00 - 3:30 US ET
May 1 to June 19
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Survey Workshop Webinar Series
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N/A
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August 17-18, 2009
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American Bankers Association
1120 Conn. Ave NW
Washington, DC 20036
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August 19, 2009
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American Bankers Association
1120 Conn. Ave NW
Washington, DC 20036
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October 5-6, 2009
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Santa Clara, Calif.
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Techmart -- Network Meeting Center,
5201 Great America Parkway
Santa Clara, CA 95054
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October 7, 2009
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Santa Clara, Calif.
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Techmart -- Network Meeting Center,
5201 Great America Parkway
Santa Clara, CA 95054
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November 3, 2009
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(Boston Area)
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The International Golf Club, Bolton, Mass
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November 4, 2009
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(Boston Area)
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The International Golf Club, Bolton, Mass
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February 24-25, 2010
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Phoenix Area
(info to be posted)
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Hilton Garden Inn Scottsdale Old Town, Scottsdale, AZ
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February 26, 2010
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Phoenix Area
(info to be posted)
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Hilton Garden Inn Scottsdale Old Town, Scottsdale, AZ
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Private Delivery Upon Request
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All workshops
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At your office
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Contact Us to discuss pricing, customization and scheduling
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Note: Soon we will be adding a computer-based training option.| Workshop Discounts & Other Policies |
Early Registration DiscountEarly Registration Discount. Register at least 21 days prior to the workshop and receive a $100 discount for our three-day survey workshop series! If registering for fewer than three days, we will prorate the discount. For our new one-day Customer Feedback Program Design Workshop, the discount would be $50.
Early registration discount can be earned in addition to the other discounts discussed below.
Early Payment Discount
Early Payment Discount. Complete payment at least 21 days prior to the workshop and receive a $100 discount for our three-day survey workshop series! If registering for fewer than three days, we will prorate the discount. (Please note "complete payment means the funds are in Great Brook's accounts. Providing a purchase order is not considered a completed payment.) For our new one-day Customer Feedback Program Design Workshop, the discount would be $50.
Early registration discount can be earned in addition to the other discounts discussed below.
Colleague Referral DiscountMulti-Colleague Discount. Perhaps a colleague in your company has attended one of our two- or three-day workshops (raving about it of course!), and you'd like to attend as well now that your survey program is in full swing. Get a referral from that colleague, and Great Brook will extend a discount as described below. The colleague discount also applies for colleagues concurrently attending one of our workshops.
The second person from the company receives $200 off the regular price.The third person receives $300 off the regular price.The fourth person receives $400 off the regular price.The fifth person (and beyond) receives $500 off the regular price. With 5 or more people, consider having a Private Workshop delivered at your site. Contact us to discuss.The above discounts were designed for our 3 day Survey Design & Data Analysis series. If the new registration is for fewer than 3 days of workshop attendance, for example, for our new Customer Feedback Program Design Workshop, then we will prorate the discount.
Please contact us directly to make these special arrangements or indicate your company colleague's name on our registration form in the text box for "How did you hear about us?"
Return Attendance DiscountPrevious Attendee Discount. Some people who have attended our workshops contact us later to say that their survey project got put on hold and now they need a refresher. Or, they've seen the listing of the new material we have added and would like to attend again. For previous attendees of one of our workshops, you can attend the same workshop days for a second (or third, hopefully not!) time at half price. Other discounts could be applied at a 50% basis, except for the Multi-Colleague Discount. Please contact us directly to make these special arrangements.
Survey Mentor & Survey Audit DiscountsIn addition to our Survey Design & Data Analysis Workshops, Great Brook applies its survey expertise to survey projects for clients, delivering both complete survey projects and targeted consulting for critical aspects of a survey project. We offer discounts to clients who purchase a combination of our workshop and our higher level survey consulting products, in our Survey Mentor and Survey Audit suites of products.
Questionnaire Quality Check is included in our Survey Design Workshop deliverablesSupport Services Questionnaire Review clients receive a $50 discount on our 3-day Workshop seriesSurvey Counselor clients receive a $50 discount on our 3-day Workshop seriesQuestionnaire Designer clients receive a $75 discount on our 3-day Workshop seriesSurvey Consultant clients receive a $100 discount on our 3-day Workshop seriesData Analysis Consultant clients receive a $50 discount on our 3-day Workshop seriesData Analysis, Management Report & Presentation Package clients receive a $200 discount on our 3-day Workshop seriesVoice of the Stakeholder Audit & Survey Audit clients receive a $100 discount on our 3-day Workshop seriesIf you attend the Workshop first and later decide to purchase those survey advisory services, we will apply the discounted amount to the purchase of those services. Workshop registrants also qualify for a 30% discount off the price of the Support Service Questionnaire Library.
Cancellation PolicyWhat if you have to cancel? If you cancel your registration with at least 14-days' notice, your registration fee will be refunded in full. Cancellations with 7 to 14 days' notice will be subject to a cancellation charge of up to $50 per day of workshop for which you were registered. Cancellations with 7 or fewer days' notice will be subject to a cancellation charge of up to $100 per day of workshop for which you were registered. (The charge would cover the cost of meals to which we've committed at the meeting venue and the cost of processing refunds, particularly on credit cards. Any cancellation charge assessed would be only to cover these costs.)
Can I transfer my registration? You can transfer your registration to a colleague or to a later workshop delivery, which would most likely avoid all the cancellation charges.
What if we have to cancel? If we should have to cancel the workshop due to an inadequate number of registrants -- which has never happened -- we will give registrants at least 14-days' notice. Under no circumstances will Great Brook be responsible for travel expenses or other expenses incurred by registrants.
Scheduled Workshops
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| Survey Workshop Webinar Series Fridays 2:00 to 3:30 US Eastern Time (18:00 to 19:30 GMT)
May 1 to June 19
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We are excited to announce the first delivery of our Survey Workshop courses in a webinar format, produced in conjunction with The Call Center School of Nashville, Tenn. We have scheduled 6 webinars that will each run for one and a half hours to be delivered Friday afternoons, US Eastern Time from 2:00 to 3:30 (18:00 to 19:30 GMT).
Registrations for this webinar series are being handled by The Call Center School. So please follow the links for:
Curriculum Information about the Survey Workshop Webinar SeriesPlease note that the discounts we offer for the instructor-led, live workshops that Great Brook produces do not apply to this webinar offering.
| Boston Area (Waltham, Mass.) Survey Design Workshop, June 15-16, 2009
Survey Data Analysis Workshop, June 17, 2009
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Our third workshop of 2009 will be held at the Forefront Conference Center, 404 Wyman Street, Waltham, Mass. 02451. This is a wonderful conference center that we use for other professional meetings because of the great service. (And as customer service consultants, we're pretty picky.) The location is very central for anyone in the greater Boston area or driving up the Northeast Corridor. It is location just seconds from Interstate 95 -- Route 128 as we locals always call it -- just a few miles north of the Interstate 90 (Mass Turnpike) interchange. Three airports serve the area: Boston Logan (BOS), Manchester, NH (MHT) and Providence, RI (PVD). Logan is closest, but MHT and PVD are nice size regional airports, which we use for most of our travel. If you're trying to avoid a car rental expense, we recommend flying to Logan and taking a shuttle van, using a nearby hotel that has local complimentary shuttle service.
The Survey Design Workshop will be held from 8:30 am to 5 pm each day. The Data Analysis Workshop will end by 4 pm to help people catch evening flights home.
The time period for the Early Registration & Payment Discount ends on May 25.
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Follow the links for pricing information for the
The workshop registration includes lunch, workshop training materials, a copy of Dr. Van Bennekom's, Customer Surveying: A Guidebook for Service Managers, and other deliverables as specified in the workshop descriptions. We accept checks and credit cards (Visa, MasterCard, and American Express). Payment in full is required prior to the workshop. Please use our secure registration form or call 978-779-6312, toll free 877-GreatBr, or contact us for further information. See our cancellation policy.
We offer discounts for early registration & early payment, colleague referrals, repeat attendees, and for clients of our Survey Mentor & Survey Audit services.
Park Lodge Hotel (was Home Suites Inn)
455 Totten Pond Road
Waltham, MA 02451-1901
(781) 890-3000
Less than 1 mile away.
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Courtyard by Marriott
387 Winter St
Waltham, MA 02451-8714
(781) 419-0900
Less than 1 mile away. They have shuttle service.
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Best Western
477 Totten Pond Rd
Waltham, MA 02451-1901
(781) 890-4937
Less than 1 mile away.
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Doubletree
550 Winter St
Waltham, MA 02451-1202
(781) 890-6767
Barely over a mile away.
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Westin
70 Third Avenue
Waltham, MA 02451-7523
(781) 290-5600
Barely over a mile away.
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Homestead Studio Suites
52 4th Ave
Waltham, MA
(781) 890-1333
Barely over a mile away.
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Sierra Suites
32 4th Ave
Waltham, MA 02451-7507
(781) 290-0026
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Summerfield Suites
54 Fourth Avenue
Waltham, MA 02451-7507
(781) 290-0026
Barely over a mile away.
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Holiday Inn Express
385 Winter Street
Waltham, MA 02451-8714
(866) 335-6208
Less than 1 mile away. They should have a shuttle service,
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Lexington Battle Green Inn
1720 Massachusetts Ave Ste 1
Lexington, MA 02420-5301
(781) 862-6100
I've never been here, but it looks like a great spot for a change from corporate hotels.
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| Washington, DC Survey Design Workshop, August 17-18, 2009
Survey Data Analysis Workshop, August 19, 2009
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We'll be traveling again to our nation's capital for a workshop offering. We will be a conference room at the American Bankers Association, 1120 Conn. Ave NW Washington, DC 20036. We are holding this workshop in conjuction with the local Help Desk Institute chapter. The facility is conveniently located a few steps from the Farragut North Metro station.
The Survey Design Workshop will be held from 8:30 am to 5 pm each day. The Data Analysis Workshop will end by 4 pm to help people catch evening flights home.
The time period for the Early Registration & Payment Discount ends on July 27.
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Follow the links for pricing information for the
The workshop registration includes lunch, workshop training materials, a copy of Dr. Van Bennekom's, Customer Surveying: A Guidebook for Service Managers, and other deliverables as specified in the workshop descriptions. We accept checks and credit cards (Visa, MasterCard, and American Express). Payment in full is required prior to the workshop. Please use our secure registration form or call 978-779-6312, toll free 877-GreatBr, or contact us for further information. See our cancellation policy.
We offer discounts for early registration & early payment, colleague referrals, repeat attendees, and for clients of our Survey Mentor & Survey Audit services.
Once we know the location, we will update this hotel list. This list is from our last DC offering.
Hotel Sofitel Lafayette Square
806 15th Street NW
Washington, DC
(202) 730-8800 - 0.1 mi NW
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Willard Inter-Continental Hotel
1401 Pennsylvania Ave NW
Washington, DC
(202) 628-9100 - 0.2 mi S
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Hilton Garden Inn Downtown
815 14th Street NW
Washington, DC
(202) 783-7800 - 0.1 mi NE
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Crowne Plaza Hotel The Hamilton - Washington Dc
14th Street Northwest, Washington, DC? - (888) 444-0401? - 0.2 mi N
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JW Marriott Hotel
1331 Pennsylvania Avenue Washington, DC
(202) 393-2000 - 0.3 mi SE
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St Regis Hotel
923 16th St NW
Washington, DC
(202) 638-2626 - 0.2 mi NW
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Hay Adams
800 16th Street, NW
Washington, DC
(202) 638-6600 - 0.2 mi W
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Four Points Hotel by Sheraton
1201 K Street NW
Washington, DC
(202) 289-7600? - 0.3 mi NE
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Capital Hilton
1001 16th Street NW
Washington, DC
(202) 393-1000? - 0.3 mi NW
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San Jose area (Santa Clara, CA)
Survey Design Workshop, October 5-6, 2009
Survey Data Analysis Workshop, October 7, 2009
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Our third workshop of 2008 will be held in the south end of the San Francisco Bay Area at the Network Meeting Center in Santa Clara's Techmart, 5201 Great America Parkway, Suite 122 Santa Clara, CA 95054, phone:(408) 562-6111. This is an execellent conference center in the heart of Silicon Valley, about 10 minutes from San Jose airport (SJC). San Francisco airport (SFO) is 35 to 45 minutes away, depending on traffic. The meeting center has free visitor parking, and a couple of hotels -- a Hyatt and Hilton -- are very close by with several others within a mile, many of which will do local shuttles.
The Survey Design Workshop will be held from 8:30 am to 5 pm each day. The Data Analysis Workshop will start at 8:30 and end by 4 pm to help people catch evening flights home.
The time period for the Early Registration & Payment Discount ends on September 14.
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Follow the links for pricing information for the
The workshop registration includes lunch, workshop training materials, a copy of Dr. Van Bennekom's, Customer Surveying: A Guidebook for Service Managers, and other deliverables as specified in the workshop descriptions. We accept checks and credit cards (Visa, MasterCard, and American Express). Payment in full is required prior to the workshop. Please use our secure registration form or call 978-779-6312, toll free 877-GreatBr, or contact us for further information. See our cancellation policy.
We offer discounts for early registration & early payment, colleague referrals, repeat attendees, and for clients of our Survey Mentor & Survey Audit services.
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Hyatt Regency Santa Clara
5101 Great America Parkway, Santa Clara, CA
(408) 200-1234
0.1 mi S - Literally, next door
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Hilton Santa Clara
4949 Great America Pkwy, Santa Clara, CA
(408) 330-0001
0.3 mi S - half a block away
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Marriott-Santa Clara
2700 Mission College Blvd, Santa Clara, CA
(408) 988-1500
1.0 mi S
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Holiday Inn Santa Clara - Great America
4200 Great America Pkwy, Santa Clara, CA
(408) 235-8900
1.0 mi S
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Country Inn & Suites
1300 Chesapeake Ter, Sunnyvale, CA
(408) 747-0999
1.4 mi W
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Extended Stay America
2131 Gold St, Alviso, CA
(408) 262-0401
1.0 mi N
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Quality Inn Sunnyvale
1280 Persian Dr, Sunnyvale, CA
(408) 744-1100
1.2 mi W
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Plaza Suites
3100 Lakeside Dr, Santa Clara, CA
(408) 748-9800
1.3 mi S
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Embassy Suites Hotel Santa Clara-Silicon Valley
2885 Lakeside Drive, Santa Clara, CA
(408) 496-6400
1.5 mi S
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Ramada-Silicon PlaceTypeValley
1217 Wildwood Avenue, Sunnyvale, CA
(408) 245-5330
1.3 mi SW
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Residence Inn by Marriott-Silicon PlaceTypeValley
750 Lakeway Dr, Sunnyvale, CA
(408) 720-1000
1.4 mi SW
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| Boston, Mass. (Bolton) November 4, 2009
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Our first delivery of the Customer Feedback Program Design Workshop will occur immediately after the Voice of the Customer Retreat at The International Golf Club in Bolton, Mass. Our class will start at 8:30 AM and conclude around 4 PM to help people catch evening flights home.
Registrations for this workshop are being handled by the First Wednesday Group. So please follow the links for:
Curriculum Information about the Customer Feedback Program Design WorkshopThe workshop registration includes lunch, workshop training materials, a copy of Dr. Van Bennekom's, Customer Surveying: A Guidebook for Service Managers, and other deliverables as specified in the workshop description.