Host Sponsor: Hilton Garden Inn Lake Buena Vista
11400 Marbella Palm Ct, Orlando, FL 32836

NEW DATE: Wednesday, April 17

**Share the Love: Register Yourself and Bring an Association Executive Client or Colleague for FREE!**

1 Hour CAE: Domain 8 – Marketing and Communications

Service Recovery: Turn Misunderstandings into Opportunities for Loyalty
Use the Deflate, Relate, Elevate Formula to Create Raving Fans

Speaker: Erin O’Malley

Even with the best-laid plans, mistakes happen. Things go wrong. Your customers get frustrated, angry, upset, or even move to your competition. However, when handled with care and empathy, these misunderstandings can actually increase trust, create lasting loyalty, and build stronger relationships. Bonus: no more discounts, freebies, or giveaways.

In this workshop, the Deflate, Relate, Elevate framework will prepare you to turn these misunderstandings into opportunities and create connection. You'll learn how to deflate intense situations, relate through empathy, and solve the issue with a happy client, and bottom line.

Erin O’Malley is a leadership advisor and communication specialist. With 10 years in hospitality leadership, 2 years in the Peace Corps, plus 15 years of facilitating workshops to 10,000 participants in 7 countries, she’s discovered one truth: the more organizations, leaders, and frontline teams insist their problems are unique, the more she discovers that the traits that connect us are universal - it all comes down to human connection. 

Meeting Safety Plan

• BYO-Nametag (bring your own nametag) We will have stick-on options available onsite if you need one
• Masks are optional
• Hand Sanitizer will be available at each table as well as stations provided throughout the facility

Registration Information

**Bring an Association Executive Client or Colleague for FREE!**
This means any Non-Member or First Timer that works in an Association. Just add their info to your registration.
Registration Fees:
FSAE Members: $35 after March 22: $45
Non-Members: $45 after March 22: $55

Cancellation Policy: Cancellation requests must be made in writing by 5:00 pm, April 10 to receive a full refund minus a $10 administrative fee. Cancellations made after April 10, WILL NOT receive a refund. There will be no refunds for “no shows.”

Pre-Registration is Now Closed
Please contact [email protected] or call 850-222-7994 to be added to the wait list

Questions? If you have any questions about this event, please text or call 850.222.7994 or email [email protected].​ 

 Associate Members Make it Happen… 
Affordable fees are possible because of our Associates’ generosity and investment in FSAE.