Events Calendar

• FACT: 96% of unhappy customers never complain about discourtesy, but 91% of them will not buy again from a business that offended them.
• FACT: Customers who encounter poor service tell an average of 11 other people about their bad experience.
• FACT: 68% of customers who stop doing business with a company do so because of perceived indifference -- nobody cares.
• FACT: Courting new business can cost up to five times more than strengthening relationships with current clients.

On March 8, there will be a morning and afternoon presentation of the seminar (both sessions identical), allowing employers to send half their people in the morning and half in the afternoon.

We've heard fantastic feedback about this program!

Subject matter covered:

• Get ready for change
• How to stay motivated
• Why do customers leave companies
• See an immediate 5% increase in customer loyalty
• Make a great first impression
• Personalize your service!
• Turn irate customers into your best customers
• Handle the ten most difficult people successfully
• Facebook, Twitter and protecting your online reputation
• Overcome stress and burnout

Special Bonus Section: How to Handle the Ten Most Difficult Customers

• The Irate Customer- Attacks you.
• The Long Winded Customer - Gives you their life story.
• The Demanding Customer - "I want it right now."
• The Abusive Customer - "You @#(*&#%&"
• The Whiner - Complains...about everything.
• The Accuser - "You're not giving the message"
• The Discriminatory Customer - "I want to talk to a man."
• The Harassing Customer - "Won't take no for an answer."
• The Customer who Doesn't Listen
• The Customer who will Not Hold

Zig Ziglar, America's number one motivator says:
"...Bill has conducted over three hundred seminars for the Zig Ziglar Corporation -- we always got good reviews. He knows what he is talking about. He has an excellent style of delivery. Your people and your company will be better off after hearing Bill Drury."