Lauch a successful career by working for a service leader. Learn how to solve problems, listen - really listen, handle complaints, practice empowerment, apoligize, make customers feel valued and develop a positive attitude.

All organizations make mistakes. How they respond to problems caused by themselves is what service recovery is all abouit. How do you make the customer whole so they go from hell to heaven in 60 seconds or less.

Empowerment is the backbone of customer service and very few firms understand how to use empowerment. Without empowerment no firm can become a service leader. Six major roadblocks are discussed that prevent empowerment from happening.

Consumer-driven health care has the potential to be a powerful force of change in the health care system. The introduction of Health Savings Accounts will fuel this change.

Co-creator of the transformative model of mediation will appear in the Twin Cities on February 11th and 12th, 2005. Dr. Folger co-founded the most important movement in ADR.