THE CONFERENCE ON CUSTOMER SERVICE

In this conference you'll learn...

It´s easy to deal with people who are just like you. But when a customer has a personality different from yours—and acts and thinks differently than you do—your job gets tougher. This fascinating session will help you understand what makes each customer tick and—more importantly—how to adapt your approach to bring out the best in even the "worst" personalities. What you learn here will help you connect with customers much faster and open communication doors that were previously shut tight.
You don´t need to be a bulldozer to be great at sales. You do need to listen, read the signals customers send, interpret their needs and build credibility—"soft" selling skills even the most mild-mannered will feel comfortable using. Learn how to gain the upper hand in every transaction, overcome objections and effortlessly and transparently up-sell, for better bottom-line results than ever before.
You´re busy, tired and stressed. Even so, you can´t afford to sound snippy or let the wrong word slip out—it will alienate your customer on the spot. This insightful session will raise your awareness of the critical role your voice, word choices and verbal cues play in creating successful transactions. You´ve been told many times to "speak the customer´s language." Now learn exactly how—and experience how relieved your customers will be to finally find someone (you!) who understands them.
When was the last time a customer asked for you by name? Good news—it´s really not that hard to turn customers into YOUR repeat customers who remember you and seek you out. In fact, you have complete control over your ability to do so. Join us in this session and learn what you could be doing better to personalize your service, keep yourself in the front of your customers´ minds and, yes, ignite your individual sales.
In the real world, customers sometimes are wrong—on top of being rude, unreasonable and obnoxious. If you feel like showing customers like these the door, this session´s for you. You´ll learn a new, realistic way to think about complaints and complaining customers and put them in perspective. Learn how to offer alternatives, give customers choices and focus on what you can provide—not what you can´t.
So ... you want to move up ... take on new challenges ... enjoy greater status. You´ve come to the right place. This upbeat session is full of real-life advice to help you climb whatever ladder you´re looking at and prepare to capitalize on that golden opportunity when it occurs. You´ll learn tips, do´s and don´ts and a variety of practical tactics you can craft into your personal career builders. This may truly be the only get-ahead resource you need!
Even if you tell yourself to not "take it personally," it still hurts when you´re criticized or attacked by customers. But the wrong response or reaction can result in a lost customer and make you feel even worse. You´ll discover in this session that there are many ways to respond to angry or unreasonable customers that will result in a positive outcome for everyone. You´ll learn what it is customers really want (and how to provide it), how to respond without letting your professionalism down and more.
Those first few moments with a customer can set the stage for a positive, successful interaction or a negative confrontation—and which way it will go is mostly up to you! In this session, you´ll master the art of making a good first impression, including little-known tips for projecting credibility, getting others on your side, gaining equal footing with the customer and much more.
So you don´t really believe you can love your stressful, demanding and sometimes frustrating customer-contact job? We´d like the opportunity to change your mind! Join us in this inspiring journey into the minds and thoughts of those amazing service reps with the ability to come in—and leave—with a smile and a winning attitude every day, no matter what. Discover their secrets to job fulfillment and find out how you can start getting more enjoyment out of your job ... and satisfy customers at the same time.
In customer service, sometimes the answer must be "no" when what the customer wants simply isn´t possible for any number of reasons. Delivering news that customers don´t want to hear will become much easier and less stressful once you´ve attended this session and learned how to confidently and appropriately give customers "bad news," handle the situation when a customer won´t take "no" for an answer, find the option most likely to satisfy the customer and more.

CEU Credits: 0.5
CPE Credits: 5.5
Field of Study: Marketing
NASBA#: 107691