Contract # GS-10F-0006P

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GENERAL SERVICES ADMINISTRATION

Federal Supply Service

Authorized Federal Supply Schedule Price List

On-line access to contract ordering information, terms and conditions, up-to-date pricing, and the option to create an electronic delivery order are available through GSA Advantage! ®, a menu-driven database system. The INTERNET address GSA Advantage! ® is: GSAAdvantage.gov. Schedule Title: Mission Oriented Business Integrated Services (MOBIS)

Standard Industrial Group: 874 Service Code: R499

For more information on ordering from Federal Supply Schedules click on the FSS Schedules button at fss.gsa.gov.

Contract # GS-10F-0006P

Contract Period: Valid through September 30, 2018

Price list current through modification # PS-0020 dated 07/24/2013

Clay & Associates, Inc.

(dba NetSpeed Learning Solutions)

3016 NE Blakeley Street, Suite 100

Seattle, WA 98105-4000

Phone: (206) 517-5271 X 102

http://www.netspeedlearning.com

Contract Administrator: Tim Jones

Email:

tjones@netspeedlearning.com

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CUSTOMER INFORMATION:

1a. Table of awarded special item number(s): 874-1, 874-1/RC, 874-4, 874-4/RC, 874-5, and 874-5/RC

1b. Identification of the lowest unit price for each special item number awarded in the contract: Lowest Awarded Net GSA Price Per SIN

SIN Item Net GSA Price

874-1 Admin Clerical Bookkeeper** 27.93

874-4

NetSpeed Fast Tracks Base License (TWO Year Agreement - Price Per Employee) QTY over 2000 employees

4.25

874-5

NetSpeed Leadership Program Library Program - Participant Materials (priced per participant/per module/ per set) - QTY Price 2000+ sets

45.95

** Indicates SCA applicable labor category. Please refer to SCA Matrix below.

1c. Description of all corresponding commercial job titles, experience, functional responsibility and education for employees or subcontractors who will perform services:

President/Executive Director

Min. Education & Experience: Bachelors Degree minimum, Masters Degree preferred Min. Years Experience: 10

Functional Responsibilities: Provides overall direction and decision-making. Primary resource for client engagements.

Vice President/Director

Min. Education & Experience: Bachelors Degree minimum, Masters Degree preferred Min. Years Experience: 10

Functional Responsibilities: Provides direction and decision-making. Resource for

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Project Manager

Min. Education & Experience: Bachelors Degree Min. Years Experience: 8

Functional Responsibilities: Manages projects as assigned. Primary point of contact with client. Responsible for project schedules and costs.

Senior Corporate Consultant

Min. Education & Experience: Masters Degree Min. Years Experience: 15

Functional Responsibilities: Senior strategist. Provides specific technical or operational support, guidance, and direction. Supports internal and external clients.

Senior Analyst

Functional Responsibilities: Senior level technical expert in a specific field. Provides research, data, and information trends. Supports internal and external clients.

Analyst

Functional Responsibilities: Technical consultant in a specific field. Provides research, data, and information trends. Supports internal and external clients.

Sr. Strategist

Functional Responsibilities: Provides strategic thinking, planning for major training implementations

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Instructor/ Trainer

Functional Responsibilities: Provides delivery / facilitation of specific module materials in either client or other designated locations.

Senior Instructional Designer

Functional Responsibilities: Expert in adult learning theory. Deep understanding of instructional systems design methodology and applications.

Instructional Designer

Functional Responsibilities: Highly proficient in adult learning theory. Familiar with instructional systems design methodology and applications.

Senior Programmer

Functional Responsibilities: Hardware and software application implementer. Expert in specific programming languages.

Multimedia Programmer

Functional Responsibilities: Skilled in multiple software applications, video and audio production for elearning instruction

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Web Designer

Functional Responsibilities: Provides web design services to support elearning applications, including asynchronous course design

Writer/Editor

Functional Responsibilities: Provides copy content development and review.

QA/QC Specialist

Functional Responsibilities: Provides project and product assurance review.

Admin Clerical Bookkeeper**

Functional Responsibilities: General administrative support, light clerical work, filing, etc.

Office Manager**

Functional Responsibilities: Accounting and high level office support to provide tracking, reporting and administrative support in support of training program implementation.

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2. Maximum order: $ 1,000,000.00 for all SINs 3. Minimum order: $ 100.00 for all SINs

4. Geographic coverage (delivery area): delivery within the 48 contiguous states, Alaska, Hawaii, Puerto Rico, Washington DC, and U.S. territories

5. Point(s) of production (city, county, and State or foreign country): Seattle, WA, USA 6. Discount from list prices or statement of net price: GSA prices are NET prices. 7. Quantity discounts: None offered.

8. Prompt payment terms: Net 30 days. No other discounts offered. 9a. Notification that Government purchase cards are accepted at or below the micro-purchase threshold: Accepted.

9b. Notification whether Government purchase cards are accepted or not accepted above the micro-purchase threshold: Accepted.

10. Foreign items (list items by country of origin): N/A

11a. Time of delivery. (Contractor insert number of days.): 30 Days ARO 11b. Expedited Delivery: Contact Contractor.

11c. Overnight and 2-day delivery: Contact Contractor.

11d. Urgent Requirements: In accordance with I-FSS-140-B URGENT REQUIREMENTS (JAN 1994), when the Federal Supply Schedule contract delivery period does not meet the bona fide urgent delivery requirements of an ordering agency, agencies are encouraged, if time permits, to contact the Contractor for the purpose of obtaining accelerated delivery. The Contractor shall reply to the inquiry within 3 workdays after receipt. (Telephonic replies shall be confirmed by the Contractor in writing.) If the Contractor offers an accelerated delivery time acceptable to the ordering agency, any order(s) placed pursuant to the agreed upon accelerated delivery time frame shall be delivered within this shorter delivery time and in accordance with all other terms and conditions of the contract. Agencies may also contact the contractor’s representative to effect a faster delivery. 12. F.O.B. point(s): Destination

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13b. Ordering procedures: For supplies and services, the ordering procedures, information on Blanket Purchase Agreements (BPA’s) are found in Federal Acquisition Regulation (FAR) 8.405-3.

14. Payment address(es): 3016 NE Blakeley Street, Suite 100, Seattle, WA 98105-4000 15. Warranty provision: N/A

16. Export packing charges, if applicable: N/A

17. Terms and conditions of Government purchase card acceptance (any thresholds above the micro-purchase level): Contact contractor.

18. Terms and conditions of rental, maintenance, and repair (if applicable): N/A 19. Terms and conditions of installation (if applicable): N/A

20. Terms and conditions of repair parts indicating date of parts price lists and any discounts from list prices (if applicable): N/A

20a. Terms and conditions for any other services (if applicable): N/A 21. List of service and distribution points (if applicable): N/A

22. List of participating dealers (if applicable): N/A 23. Preventive maintenance (if applicable): N/A

24a. Special attributes such as environmental attributes (e.g., recycled content, energy efficiency, and/or reduced pollutants): N/A

24b. If applicable, indicate that Section 508 compliance information is available on Electronic and Information Technology (EIT) supplies and services and show where full details can be found (e.g. contractor’s website or other location.) The EIT standards can be found at: www.Section508.gov/.

25. Data Universal Number System (DUNS) number: 124494928

26. Notification regarding registration in Central Contractor Registration (CCR) database: (SAM) Registration is current and active through April 22, 2014

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ALL COURSES AWARDED UNDER SINs 874-4 & 874-4/RC

Course Title Course Description & Major Course Objectives Course Length ‐ Classroom Delivery Course Length ‐ Webinar Delivery Support Materials Included As Part of Course Price?

NetSpeed Leadership Courses (24 total)

Building Open Communication

Listen in a way that encourages others to be open and forthcoming; Focus on the important aspects of what others are communicating; Present yourself with confidence; Be direct and honest without being overbearing

3 hours 1.5 hours

Yes, for Flat Fee Option; For Program Library Option, see Support Materials Pricing

Communicating to Influence

Develop techniques to influence effectively; Gain support for your ideas and plans; Use reflective listening to understand objections; Collaborate to determine a final strategy

3 hours 1.5 hours

Creating an Inspiring Work Culture

Build an energizing, motivational work climate; Develop high performance by choice not by demand; Celebrate and reward success

3 hours 1.5 hours

Leading Across Generations

Identify defining characteristics of the current four generations at work; Identify differences in motivation; Acknowledge and adapt leadership style to the various needs of each generation and coach appropriately

3 hours 1.5 hours

Leading at Net Speed

Identify the challenges to leading effectively at net speed; Understand how the five leadership guidelines can help you stay balanced; Plan for ways to apply the five leadership guidelines to your current priorities

3 hours 1.5 hours

Making Strategic Decisions

Recognize the importance of thinking strategically when making a decision; Apply the guidelines for making effective decisions; Base decisions on sound criteria, linked to company objectives

3 hours 1.5 hours

Building the Total Team

Manage the team, building on the strengths of individuals; Develop a high performance Total Team; Recognize the five phases of team development

3 hours 1.5 hours

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Transforming Team Conflict

Develop techniques to influence effectively; Practice communication skills that will help team members resolve and manage conflicts; Lead teams in identifying ways to promote constructive conflict resolution; Use a model to coach teams and individuals through

constructive resolution of conflict

3 hours 1.5 hours

Hiring the Best Talent

Factor in both skills and talent when selecting employees; Ask questions that help you identify high performers; Conduct effective interviews from first to last

3 hours 1.5 hours

Getting the Right Start

Set clear performance expectations with the employee; Get to know the employee and their needs; Provide useful on-the-job training and feedback

3 hours 1.5 hours

Setting and Achieving Goals

Set measurable, results-based goals; Select appropriate metrics to identify and measure success; Apply a negotiating model to set goals with others

3 hours 1.5 hours

Coaching to Redirect

Give constructive feedback so that it can be heard and acted upon; Own your observations to reduce defensiveness; Recognize and appreciate performance improvement

3 hours 1.5 hours

Delegating Smartly

Specify what work to delegate and why; Choose the right person to delegate to; Use a model for successful delegation; Identify your delegation strengths and weaknesses and minimize the latter

3 hours 1.5 hours

Coaching Smart People

Spot coaching opportunities and apply a model for coaching; Recognize what motivates your employees; Identify behaviors that help foster a coaching climate

3 hours 1.5 hours

Appraising Performance

Link performance evaluations to stated expectations; Use descriptive language to coach for improvement; Conduct effective performance appraisal discussions

3 hours 1.5 hours

Turning Performance Problems Around

Observe and address performance issues quickly; Document conversations and follow up to ensure correction; Apply a model to get performance back on track

3 hours 1.5 hours

Managing Projects by Design

Develop clear objectives before starting a project; Prepare and implement a project plan

3 hours 1.5 hours

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Managing Time in Fast Forward

Focus on priority tasks that help you achieve your goals; Minimize interruptions that reduce your

productivity; Handle the tyranny of voice mail and email; Manage multiple priorities and incoming requests

3 hours 1.5 hours

Running Effective Meetings

Develop a solid agenda; Apply

techniques to streamline discussion; Use “quick and dirty” meeting strategies

3 hours 1.5 hours

Connecting with Your Career

Recognize and communicate your strengths and skills; Identify your work preferences; Develop and maintain a professional network; Elicit feedback and suggestions to shape your professional development

3 hours 1.5 hours

Meeting Change with Resilience

Explain the cycle of change and its impact on people in the workplace; Map a cycle of change from your past; Map an anticipated change and prepare to respond with resilience

3 hours 1.5 hours

Thinking to Break the Box

Break old thought patterns that constrain creativity; Use creative thinking techniques to reach innovative solutions; Apply synergistic thinking to on-the-job problems

3 hours 1.5 hours

Working with Communication Styles

Identify your own communication style; Recognize differences in communication styles; Develop strategies for working with people whose communication styles are different from your own

3 hours 1.5 hours

Writing for High-Speed Readers

Use strategies that help readers respond quickly and easily; Organize information to meet the needs of high-speed readers; Use tools to produce effective quick-read documents

3 hours 1.5 hours

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NetSpeed Fast Tracks

NetSpeed Fast Tracks is an integrated learning platform that supports social media and collaborative learning. Leverage emerging technologies in social media using powerful Web 2.0 tools such as podcasts, videos, blogs, and avatars, with NetSpeed Fast Tracks™, our customizable, online learning platform that allows participants to engage in self-paced, learning activities in a virtual, collaborative learning environment. Take advantage of our extensive library of already

developed content on career

development, communication strategies, and management and leadership practices to help managers, supervisors and individual contributors become more successful in the workplace. Customize this Learning 2.0 platform with your own content and co-brand the site for your organization.

Not applicable

Not

applicable Not applicable

Blazing Service Workshop Facilitation

Blazing Service is a fast-paced, interactive training program combining the best practices of classroom instruction with easy-to-use web based reinforcement tools. Specifically designed to meet the learning needs of customer service providers, in high customer-contact organizations, Blazing Service helps employees grasp, and apply, proven interpersonal and problem-solving techniques immediately. The program includes six customizable modules for maximum flexibility in delivery. The six modules are: Module 1: Blazing the Service Path; Module 2: Thinking Like Your Customer; Module 3: Winning Customer Hearts and Minds; Module 4: Solving Customer Problems; Module 5: Handling the Heat; Module 6: Fixing the Systems

2 hours per module - total of 6 modules 1.5 hours per module - total of 6 modules

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LABOR CATEGORIES SINS 874-1, 874-1/RC, 874-4, & 874-4/RC

Item Net GSA Price

President / Executive Director 271.00

Vice President / Director 261.00

Project Manager 193.00

Senior Corporate Consultant 319.2

Senior Analyst 139.65 Analyst 67.83 Sr. Strategist 123.69 Instructor / Trainer 266.00 Sr. Instructional Designer 99.75 Instructional Designer 67.83 Senior Programmer 99.75 Multimedia Programmer 79.8 Web Designer 99.75 Writer / Editor 79.8 QA / QC Specialist 51.87

Admin Clerical Bookkeeper ** 27.93

Office Manager ** 43.89

** Labor categories applicable to the Service Contract Act

SCA Matrix

SCA Eligible Contract Labor Category SCA Equivalent Code - Title

WD Number

Admin Clerk Bookkeeper** 01011 - Accounting Clerk I

2005-2563

Office Manager ** 01020 - Administrative Assistant

2005-2563

“The Service Contract Act (SCA) is applicable to this contract and it includes SCA applicable labor categories. The prices for the indicated SCA labor categories are based on the U.S. Department of Labor Wage Determination Number(s) identified in the matrix. The prices offered are based on the preponderance of where work is performed and should the contractor perform in an area with lower SCA rates, resulting in lower wages being paid, the task order prices will be discounted accordingly.”

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COURSES SINs 874-4, & 874-4/RC

NetSpeed Leadership - NSL Delivered Training -

QTY 1 Module 1,300.00

NetSpeed Leadership - NSL Delivered Training -

QTY 2 Modules 2,600.00

NetSpeed Leadership - Trainer Certification (price

per trainer) QTY 1 Trainer 2,500.00 NetSpeed Leadership - Trainer Certification (price

per trainer) QTY 2-4 Trainers 1,600.00 NetSpeed Leadership - Trainer Certification (price

per trainer) QTY 5-9 Trainers 1,300.00 NetSpeed Leadership - Trainer Certification (price

per trainer) QTY 10+ Trainers 1,090.00 NetSpeed Leadership Onsite Train The Trainer for

QTY up to 5 Trainers 7,250.00

NetSpeed Leadership One Time Administrator Set

Up Fee 1,650.00

NetSpeed Leadership Flat Fee Purchase QTY

<125 Participants 3,700.00

NetSpeed Leadership Flat Fee Purchase QTY =

125-249 Participants 6,180.00

1000-1999 Participants 32,700.00

2000-3999 Participants 53,000.00

4000+ Participants 88,400.00

NetSpeed Leadership Private Webinar (FIRST

Delivery) - Contractor Hosted Platform 2,975.00 NetSpeed Leadership Private Webinar (Five or

more deliveries) - Contractor Hosted Platform 2,678.00 Customization of Exercises 1,700.00 Public Leadership Series Webinars (price per

seat) QTY Single Seat Purchase 157.25 Public Leadership Series Webinars (price per

seat) QTY 2-24 Seat Purchase 149.00 Public Leadership Series Webinars (price per

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NetSpeed Fast Tracks Base License (TWO Year

Agreement) QTY up to 500 employees 2,125.00 NetSpeed Fast Tracks Base License (TWO Year

Agreement - Price Per Employee) QTY over 2000 employees

4.25

NetSpeed Fast Tracks Custom Content (TWO

Year Agreement) QTY up to 2000 employees 8,500.00 NetSpeed Fast Tracks Custom Content (TWO

Year Agreement) QTY over 2000 employees 4.25 NetSpeed Fast Tracks Co-Branded 2,125.00 NetSpeed Fast Tracks Custom Avatars (Price Per

Avatar) 212.50

Blazing Service Workshop Facilitation (Two Day) 5,200.00 Blazing Service Workshop Facilitation (Six

Sessions) 7,800.00

Blazing Service Trainer Certification (Price Per

Trainer) QTY 1 trainer 2,500.00

Trainer) QTY 2-4 trainers 1,600.00

Trainer) QTY 5-9 trainers 1,300.00

Trainer) QTY 10+ trainers 1,090.00

Blazing Service Trainer Certification Onsite Train

The Trainer for QTY up to 5 trainers 7,280.00 Blazing Service One Time Set Up Fee 1,650.00 Blazing Service Flat Fee Purchase QTY < 400

Participants 22,000.00

Blazing Service Flat Fee Purchase QTY 400-749

Blazing Service Flat Fee Purchase QTY 750-1499

Blazing Service Flat Fee Purchase QTY

1500-2999 Participants 110,000.00

Blazing Service Flat Fee Purchase QTY

3000-4499 Participants 176,800.00

Blazing Service Private Webinars on Contractor

Hosted Platform Price Per Session 2,125.00 Blazing Service Private Webinars on Contractor

Hosted Platform Price for Complete Six-Session Program

12,750.00

Customized Training Delivery 2,500.00 Customized Training Instructional Design 1,700.00

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SUPPORT MATERIALS SINs 874-5 & 874-5/RC

NetSpeed Leadership Program Library Program - Facilitation Materials (priced per trainer) 1st Trainer Certified

2,600.00

NetSpeed Leadership Program Library Program - Facilitation Materials (priced per trainer) Each additional Trainer Certified

745.00

NetSpeed Leadership Program Library Program - Participant Materials (priced per participant/per module/ per set) - QTY Price 1-499 sets

54.00

51.00

48.65

NetSpeed Leadership Program Library Program - Participant Materials (priced per participant/per module/ per set) - QTY Price 2000+ sets

45.95

Blazing Service Facilitation Participant Materials

(for up to 20 participants) 3,090.00 Blazing Service Program Library - 1st Trainer 2,200.00 Blazing Service Program Library - Additional

Trainers 440.00

Blazing Service Program Library Program

Participant Seats - QTY 1-99 Seats 165.00 Blazing Service Program Library Program

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Clay & Associates, Inc.’s / NetSpeed Learning Solutions’ Mission

Clay & Associates, Inc. (dba NetSpeed Learning Solutions) helps clients develop better leaders and more engaged employees with face-to-face and virtual learning. Our clients are able to quickly launch programs, develop skills, reinforce learning, and measure the impact.

NetSpeed Learning Solutions provides cutting-edge e-learning and blended solutions that give mid-sized organizations tools to quickly launch programs, reinforce skills, measure the impact and report results. We offer customizable programs for managers, supervisors, individual contributors and work teams, delivered in the classroom or over the web as well as learning on demand that can be downloaded to mobile devices.

We offer a suite of innovative programs including:

• Blended learning programs for managerial and supervisory skills development, as well as for front line customer service personnel

• Instructor-led training in the classroom or on the web, followed by self-paced e-learning reinforcement tools.

• Self-paced learning on demand for individuals at all levels within an organization • All of the above followed by easy-to-use web tools so training administrators can track

and report on the impact of this learning

We help organizations develop the skills of their managers, supervisors and employees, by providing flexible, customizable learning tools to meet the learning needs of these organizations and their employees as well as tools for training administrators to track the results of their training implementation. Our clients value that we understand the business challenges they face are and nimble enough to provide practical, flexible tools to help them overcome these

challenges.

On the next several pages we provide overviews of our primary programs: • NetSpeed Leadership

• Blazing Service • NetSpeed Fast Tracks

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NetSpeed Leadership

NetSpeed Leadership is a dynamic, highly experiential leadership training program designed specifically to meet the learning needs of first and second level managers and individual contributors in fast-paced organizations. It was designed and tested to help managers grasp and apply proven management techniques immediately.

Organizations select from among twenty short, crisp three-hour classroom training modules. These modules can be delivered in front of a live classroom audience or delivered to

geographically dispersed audiences as 90-minute virtual classrooms using any commercial web conferencing platforms (like WebEx, Live Meeting, etc.)

Online Reinforcement and Measurement Tools

The classroom experience is reinforced by a series of online learning tools including:

• NetSpeed Electronic Magazine: an online newsletter that reinforces the learning points from the classroom

• NetSpeed On The Job™: a web-based action planning tool that provides a concrete way for participants to directly apply what they learned to actual on-the-job challenges, and • NetSpeed Coach®

, a web-based knowledge retention test which includes a Level III Evaluation tool, to help measure the degree of behavioral change that has resulted from the NetSpeed training experience.

• NetSpeed Administrator: a web-based tool for training managers to track usage, learning post-classroom test scores, and application of learning principles.

NetSpeed Leadership Modules

(each module is approximately 3 hours long when conducted in a face-to-face classroom setting or approximately 90 minutes long when presented as a webinar session)

Leadership Development (8)

Building Open Communication Communicating to Influence Creating an Inspiring Work Culture

Leading Across Generations Leading at Net Speed Making Strategic Decisions Building the Total Team Transforming Team Conflict

Performance Management (8) Hiring the Best Talent

Getting the Right Start Setting and Achieving Goals Coaching to Redirect Delegating Smartly Coaching Smart People Appraising Performance Turning Performance Problems Around

Professional Skills (7)

Managing Projects by Design Managing Time in Fast Forward

Running Effective Meetings Connecting with Your Career Meeting Change with

Resilience

Thinking to Break the Box Working with Communication Styles

Writing for High-Speed Readers

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Organizational Training Needs Assessment

NetSpeed Leadership provides a no-cost, no-obligation Organizational Training Needs

Assessment, to help you determine your organization’s most critical training needs, as well as provide a list of which NetSpeed Leadership modules may be most relevant to your organization’s training priorities. For more information about receiving a free training needs assessment, email us at info@netspeedlearning.com.

Third Party Evaluation Feature (Optional at no additional cost)

The third party evaluation is an optional enhancement to the NetSpeed Leadership program. It allows other members of your organization to evaluate the impact of the NetSpeed Leadership training through means of an anonymous, online reporting tool.

NetSpeed Leadership Public Webinars

(SIN: 874-4)

Our monthly Public Leadership Webinar Series lets individuals to attend a NetSpeed Leadership training class over the web in a webinar format rather than in a face-to-face classroom. These are public webinars, meaning people from several different organizations will participate together in the same webinar session. Organizations can sign up for any number of webinar events by purchasing a number of seats. These seats do not need to be pre-assigned ahead of time and can be used for any webinar events and by any participants the organization selects. We conduct one webinar a month every month except August. Each webinar lasts approximately 90 minutes. Now there's a fast, convenient and effective way to develop the skills and practices needed to effectively manage your employees and lead your teams. The NetSpeed Leadership Webinar Program has been designed for maximum learning for individuals in fast-paced organizations with limited access to formalized management and professional skills training.

What You'll Get in the Public Webinar Program:

• A different 90-minute web conference training session each month (except August) over one year, focused on topics critical to your success.

• Access to the NetSpeed Coach Learning Center. Each session comes with access to: o A post-class electronic magazine

o A NetSpeed On The Job worksheet

o A NetSpeed Coach interactive, reinforcement session

• One set of 11 electronic Job Aid cards with key models and techniques for each session • Access to recorded training events if you are unable to attend a scheduled session

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NetSpeed Leadership Topics and Schedule

All sessions are 90 minutes long and begin at 1pm EST/10am PST. One course will be offered each month. You may enter the series at any point in time. Some of the topics that will be presented throughout the year include these NetSpeed Leadership modules:

Topics available*

Managing Projects by Design Setting an Achieving Goals Coaching Smart People Coaching to Redirect Communicating to Influence Delegating Smartly

Appraising Performance

Turning Performance Problems Around Meeting Change with Resilience Transforming Team Conflict Leading Across Generations Leading at NetSpeed

Working with Communication Styles Building the Total Team

Managing Projects by Design Setting and Achieving Goals

* Topics may vary. See a complete calendar of public webinars dates and session topics at this URL: http://www.netspeedlearning.com/leadership/webinar_schedule/

Maximum flexibility: You can rotate any person you want into any seat. You do not need to decide up front which persons will be attending nor which webinar events you wish to attend. You simply need to decide "how many seats" you wish to purchase. If you decide that you want to change which person attends a webinar event, or change which webinar events your people attend, you can do so with no penalty, so long as the change is communicated to us via email no later than two business days prior to the scheduled webinar for which the person is registered. If you purchase seats at one price tier and then later purchase additional seats that takes your organization’s purchase plan into a lower cost price tier, your cost per seat for previously purchased seats will be prorated to the lower per seat cost.

Only one person may attend each webinar for each seat purchased. Payment can be made by major credit card, check or purchase order. Payment must be made in full at least two business days prior to the date of the first webinar event your organization plans to attend.

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Blazing Service Customer Service Training Program

(SIN: 874-4)

What is Blazing Service?

Blazing Service is a fast-paced, interactive training program combining the best practices of classroom instruction with easy-to-use web based reinforcement tools. Designed specifically to meet the learning needs of customer service providers in high customer-contact organizations, Blazing Service helps employees grasp and apply proven interpersonal and problem-solving techniques immediately. The program includes six two-hour modules for maximum flexibility in delivery.

Why Blazing Service?

Our NetSpeed Leadership clients recognize the powerful impact of our blended approach to skills

development and application for their managers and supervisors. They also understand the critical impact that their first level service providers play in directly impacting their bottom line success. As a result, we realized that the same systems and tools that have made NetSpeed Leadership so powerful could be used to create a blended training solution to help these first level service providers dramatically improve their skills and service effectiveness with both internal and external customers.

Who Needs Blazing Service?

Any organization with employees who provide customer service, including bank tellers, customer service representatives, telephone call center representatives, cashiers, retail sales associates, and anyone who delivers a product or service involving customer contact.

Blazing Service Modules

(each module is approximately 2 hours long when conducted in a face-to-face classroom setting or approximately 90 minutes long when presented as a webinar session)

Blazing Service - Part I Blazing Service - Part II

Module 1: Blazing the Service Path Module 4: Solving Customer Problems Module 2: Thinking Like Your Customer Module 5: Handling the Heat

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Blazing Service Module Descriptions and Learning Objectives

Module 1: Blazing the Service Path

♦ Identify your personal service style and quality ♦ Describe the blazing customer experience ♦ Avoid the smoldering customer experience Module 2: Thinking Like Your Customer

♦ Internalize your organization’s customer service markers ♦ Manage the customer’s expectations and experience ♦ Engage customer loyalty with blazing service Module 3: Winning Customer Hearts and Minds

♦ Provide appropriate empathy to customers ♦ Recognize customer types and needs

♦ Apply the seven behaviors that engage customers Module 4: Solving Customer Problems

♦ “Own” the problem and the solution

♦ Apply a 5-step model to resolve customer issues ♦ Give options to engage customer satisfaction Module 5: Handling the Heat

♦ Defuse customer anger

♦ Manage your emotions in the face of unreasonable demands ♦ Transform heated emotions to resolved problems

Module 6: Fixing the Systems

♦ Identify system issues that require attention ♦ Communicate issues without blame or judgment ♦ Recommend service enhancements

Third Party Evaluation Feature (Optional at no additional cost)

The third party evaluation is an optional enhancement to the Blazing Service program. It allows other members of your organization to evaluate the impact of the Blazing Service training through means of an anonymous, online reporting tool.

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NetSpeed Fast Tracks

(SIN: 874-4)

NetSpeed Fast Tracks™ is a secure web platform that links social media, knowledge management and practical, professionally produced content. By integrating the blogs, podcasting, video and knols on our website with your existing training programs, you will be able to help individuals and teams manage day-to-day workplace challenges.

You can also create a private version of NetSpeed Fast Tracks™ – so that your organization can have its own customized learning-on-demand platform, tailored to your organization’s unique, specific learning needs.

What sort of learning content is available to your employees? Users can search using keywords, to retrieve and browse:

• Podcasts: 1 – 2 minute quick podcasts, enhanced by avatars, packed with useful tips. • Knols: A unit of knowledge featured on a webpage. Our knols include content created

by workplace experts using multi-media tools – text, audio, and video.

• Peer Content: Users share their workplace advice by creating and uploading their own podcasts and knols with avatars or with video. A moderator approves content prior to posting.

• Insight Interviews: Interviews with thought-leaders about many aspects of running, managing and working in successful organizations today. Users can listen to a complete 15 – 20 minute interview or select specific 1 – 2 minute segments.

Private Customizable Social Media Platform

NetSpeed Learning Solutions will assist you in creating a “privatized” version of NetSpeed Fast Tracks™ for your organization. With this privatized version of NetSpeed Fast Tracks™, we will provide your site administrator with the tools for creating content specific to your organization. Your site administrator will have complete authority to determine which of the pre-existing content items from NetSpeed Fast Tracks™ to include along with your own custom learning material.

Also, the site will be branded with your company’s logo and color scheme, and it will be made available only to your employees. We will create a password-protected version of this service, hosted on our platform, which only your employees will be able to access. And if you desire, we can create personalized avatar presenters based on members of your organization).

Reinforcement of NetSpeed Leadership or Blazing Service Training Programs

Content from our leadership training program, NetSpeed Leadership, and our customer service training program, Blazing Service, has been incorporated into the library of content in NetSpeed Fast Tracks, making NetSpeed Fast Tracks an outstanding way to reinforce and enhance the learning content of both of these programs with pre- and post-class learning podcasts.

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Usage Tracked and Reported

Your site administrator will be able to track the following information about the usage of your private Fast Tracks site:

• The number of users accessing your site within your organization

• Information about which content sections have been viewed the most and least, how often and when

• Information about which sections specific individuals in your organization have accessed. So you will be able to see how your site is being used and which content is being accessed and downloaded most frequently and by whom. This information is only accessible to your

company’s authorized site administrators.

Custom content license requires the purchase of a Basic Corporate Subscription. Custom content license price includes basic training to help you get started with your custom platform.

Resources include up to five hours of consulting time with our platform technical staff, a

technical training manual, and access to web conference training events that are also recorded for 24x7 access.

You will then be able to:

• create your own content (podspots, podcasts, video clips, etc) – Your company will need to purchase appropriate equipment (webcam and audio recorders) in order to create content

• upload your own content to the your privatized NetSpeed Fast Tracks platform • include or exclude the generic NetSpeed Fast Tracks™ content

• invite peers to provide content • assign designated authors

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The Company behind NetSpeed Learning Solutions – Clay & Associates, Inc.

NetSpeed Learning Solutions is the “DBA” name by which our company is known. But the official name of our company is Clay & Associates Inc.. We are a Seattle, WA-based, woman-owned small business founded in 1992 by Cynthia Clay. Ms. Clay is a veteran, nationally respected management consultant and training design expert, with more than 23 years experience as a training facilitator, training director, human resources manager, executive coach and training design consultant.

For the first several years of her consulting practice, she concentrated on providing customized training programs and management development consulting services for a variety of companies in the greater Puget Sound region. In 1999 she incorporated under the name Clay & Associates Inc. and shortly thereafter began work on an ambitious professional skills development program for one of her clients, Recreational Equipment Inc. (REI), which asked her to design a training program from the ground up for the online division. The result was the creation of the first ten NetSpeed Leadership modules, which were launched in fall 2000. Since then, Clay & Associates completed 14 additional modules for a total of 24 three-hour classroom modules aimed at developing foundational management skills in three core competency areas: leadership development, performance management and professional skills. And in recent years, the company has expanded its service offerings to include a customer service training program, Blazing Service, a public webinar program based on content from NetSpeed Leadership, and an Integrated Learning On Demand platform called NetSpeed Fast Tracks.

Our company has gained a national reputation as one of the leading experts in virtual learning design. CONTACT US

For more information about any of our services, email info@netspeedlearning.com or call us toll-free at 1-877-517-5271, Monday – Friday, 8:00 am – 5:00 pm Pacific Time.

Mailing address:

Clay & Associates Inc. / NetSpeed Learning Solutions 3016 NE Blakeley Street

Suite 100

Seattle, WA 98105