1. WELCOME! ICSA GEORGIA CHAPTER LUNCH & LEARN

2. 2012 BOARD OF DIRECTORS Sherry Redden Evans, President Opal Reed, Vice President Roosevelt Stripling, Treasurer and Gala Al Doeve, Secretary and Gala Immediate Past President, Bryan Taylor National Board Dir of Development, Tom Rocca

3. Introductions! Your Name Title Organization Your association with the ICSA Georgia Chapter

4. 2012 Calendar of Events Our chapter's annual GALA, an opportunity to provide extraordinary recognition for front line customer service professionals at companies throughout Georgia, will highlight National Customer Service Week (October 1-6, 2012). For more information, or to reserve your table, please contact Roosevelt Stripling RStripling@itsmarta.com or Al Doeve al.doeve@corehds.com December · Silent Auction · Chapter Social Event – Details to follow! Be sure to check for details to upcoming events at http://icsageorgia.org • April 19, 2012 – Chapter Lunch & Learn Meeting Guest Speaker, Sherry Redden Evans, Topic: Successful Customer Retention Strategies and Best Practices to Retain and Bring In New Customers. • June, 2012 – Summer Social – Details to follow. • August 15, 2012 – Chapter Lunch & Learn Meeting Guest Speaker, Jennifer B.KahnweilerAboutYOU, Inc. Topic: Managing Up · Peter Drucker said that “you don’t have to like your boss but you do have to manage him.” • September 16-19, 2012 · THE POWER OF SERVICE· ICSA Conference · Richmond, VA • October · ICSA Georgia Chapter GALA - Guest Speaker, Steve Cohn, Author of Its Not Rocket Service!

5. ICSA MISSION The ICSA is the longest standing professional association dedicated to the education, development, promotion, and recognition of Service Professionals not only in the United States, but Internationally as well. The Mission of the ICSA is as follows: The ICSA exists to provide education, professional development, promotion, and recognition of Service Professionals across the world.

6. VISION The Vision of the ICSA is as follows: Founded in 1981, the ICSA stands on the core principle that the future growth of all business and commerce is dependent on an organization’s ability to effectively and successfully interface with their customers and potential customers. To accomplish its Mission, the ICSA provides a variety of educational and networking opportunities for Service Professionals, both through the International organization and through our network of geographic and business Chapters.

7. WHO WE SERVE The ICSA serves ALL customer service operations and professionals. Whether your customer service is provided face-to-face (hospitality, retail, commercial, etc.) phone based (contact centers, help desk, collections, etc.) or e-based (email, live chat, etc.) the ICSA has programming and benefits that will be of value to you. As a non-profit Professional Association, fully run by volunteers, the ICSA invests all its revenue into programs and events that directly support our mission.

8. CORE OFFERINGS (National) Core ICSA Offerings: In support of its Mission and Vision, the ICSA places central focus on the following annual events, programs, and member benefits: National Customer Service Week The Annual Circle of Excellence Customer Service Recognition The Annual ICSA Conference and Expo Monthly events though the ICSA network of Chapters Members only webinars Members only community interaction through the ICSA website (local and national)

9. CORE OFFERINGS GA Chapter Chapter meetings & Guest Speakers Awards GALA Annual Summer Social Monthly e-Newsletter including best practices and service specific articles. Consistently generates customer service leadership and escalates the visibility of customer care professionals in the community.

10. MEMBERSHIP Individual Membership (for practitioners) - $100 University Student - $25 Corporate Membership - $ 300 for first 3 individuals; $50.00 for next 7; $25.00 for each additional person Vendor or Affiliate Members - $150 Download the Membership form from the icsageorgia.org website and submit completed form along with your check, or Submit your membership registration and payment on-line at http://icsagachptmbrshp2012.eventbrite.com/ Membership Sign-up and Renewal Options:

11. Chris Rozum CHIEF EXECUTIVE OFFICER Insite Managed Solutions Guest Speaker