Quality Service Skills October 26, 2011

Glenn Tanzman, Tanzco Management Consulting

October 26, 2011 at Cappuccino’s by Coppola’s

2373 Route 9

Poughkeepsie, NY 12601

(845) 462-4545


Quality Service Skills don’t just happen but they can be taught. Starting with the 3 Dimensions of Customer Service (Task, Human, and Hidden), our presenter will share some tools and tips for improving your firm’s customer service and transforming your customer’s experience into a bond of loyalty. We will review the customer service process from beginning to conclusion emphasizing opportunities for improvement and the techniques required to make them.

Every customer contact is the chance to win or lose a customer or to build customer loyalty to your brand and your business. How well prepared is your customer service team and your entire organization to delight your customers by exceeding their expectations?


About our speaker: Glenn Tanzman is the principal of Tanzco Management Consulting LLC, which provides training and consulting in Lean Manufacturing, Quality Management Systems, REACH, RoHS and Supply Chain Management.


Glenn is an ISO 9001/ISO 14001 Certified Lead Auditor and he is qualified to perform third party certification audits but prefers to help companies achieve ISO certification by helping them develop, implement, and refine their Quality Management Systems. Tanzco has also partnered with Pinnacle Enterprise Group to deliver their trademarked Lean EMS and Lean QMS programs. Glenn is a subject matter expert on Environmental Legislation throughout the world has given numerous RoHS and REACH workshops.

Glenn has an MBA from Fairleigh Dickinson University, a Master of Science in Industrial Engineering, and a BS in Chemistry from CCNY. He is a Certified Manufacturing Engineer from SME and a CPIM from APICS. He is VP of Programs for the Mid-Hudson Chapter of APICS and serves on their Board of Directors. Glenn also serves on the ASQ Section 302 Board of Director as Education Chairmen and is a Certified Quality Engineer. Glenn recently completed Lean Six Sigma Green Belt Certification and is pursuing a Master Black Belt at Villanova University. Glenn has taught Operational Excellence in the MBA program and currently teaches Organizational Behavior and Operations Management courses at Marist College and Mount Saint Mary College.

For more information or to register contact Donald Cleverley 845-452-0651 or Glenn Tanzman at

g.tanzman@tanzco.net or 914-475-2955.

Current Issues