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Presentations from Roy Lantz
The Care and Keeping of Customers:
How to delight your customers, your organization and yourself!
Session Description
To thrive in today's marketplace, good customer service is no longer enough. Whether you employ one or one thousand, you must create an environment in which customers, employees and you feel terrific about what you are doing. Based on Roy's popular book of the same name, "The Care and Keeping of Customers" will provide you proven tools for empowering your people with solid techniques for keeping your current customers while earning new ones. Best of all, you'll learn to stay focused in the frequently unfocused marketplace of 2008!
Who Will Benefit From This Session?
- All employees who have customer contact (both internal and external) including non-traditional roles – delivery, repair, maintenance, estimators
- Sales professionals wishing to take their service skills to the next level
Session Objectives
Participants will learn:
- the characteristics of "WOW!!" service
- why the customer comes second!
- how to communicate more effectively
- the incredible role of attitude
- that teamwork makes all the difference
- how to set and achieve goals
- to handle "difficult" situations (and people!)
- the importance of perception
- more effective use of the telephone
- how to become a customer service superstar
- the main reason customers go to the competition
- that it's not what you say, but how you say it!
- to project a confident, high self-esteem image
All our presentations are tailored to your specific needs and are unconditionally guaranteed.
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