UNDERSTANDING AND MEASURING CUSTOMER SERVICE: AUGUST 17, 1995 Northern Virginia SBDC, 4031 University Dr, Fairfax, Virginia, Time: 6:30-9:30 p.m. This course is taught by Lea Edwards of Lea Edwards Associates. The seminar addresses what your customers really want and what they say about your services; how to analyze moments of truth (events) that occur each time customers come in contact with your operation and how this information will help you devise a customer profile addressing your customer's specific needs. The fee for this seminar is $25 is you pre-register, $30 at the door. For more information or to register, call the SBDC at (703)277-7700.

Loren Data Corp. http://www.ld.com (SYN# 0617 19950725\SP-0005.MSC)