Seminar: A Passion for Service - Morning Session

Keeping Customers
How to Turn Tough Customers into your Best Customers

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According to the 2012 Chamber Member Survey, Customer Service was one of the TOP 3 seminars requested and “Sales” were one of the biggest challenges indicated by those surveyed.

In response to the survey and back by popular demand...the Brownsville Chamber of Commerce has once again partnered with customer service expert Bill Drury to present Keeping Customers a half day workshop with proven strategies and techniques to help everyone in your company or organization build customer loyalty and turn tough customers into your best customers.

Here are some alarming facts:

FACT: Customers who are upset when they leave a business tell an average of 11 other people about their bad experience.

FACT: An angry customer who is delighted with your response to a problem will tell as many as 20 persons about the positive experience.

FACT: Courting new business can cost up to five times more than resolving problems with current clients.

FACT: 97 percent of all companies never formally train employees in the art of conflict resolution.

In 3 short hours, participants will discover the secrets and acquire the skills needed to improve levels of service. Topics to be covered are:

• How to prevent 95% of all problems with customers
• How to build trust - the glue of good customer relationships
• Take charge of your attitude (even if you’re having a bad day!)
• Giving the gift of honor
• Cultivating a great sense of humor -- the number one quality customer’s love!
• Clarify communication in conflict
• Calm angry customers
• Create raving fans of your business
• Handle ornery people (and not let them get the best of you)
•Overcome burnout
• The 27 most important words

The workshop is scheduled for Wednesday, January 23, 2013 with two identical sessions at the Holiday Inn, 3777 N. Expressway. The morning session will be from 8:30 a.m. to 11:30 a.m. and the afternoon session will be from 1:00 p.m. to 4:00 p.m.

Early bird registration is $99 per person (up to January 16, 2013) $89 each five or more. Regular registration is $109 for one; $99 each, five or more. Price for non-members is $199.

Last year Rose Jaramillo of Lack’s Galleria attended “A Passion for Service” workshop presented by Bill Drury and this is what she shared, “this seminar was very impressive, informative and I hope to apply what we learned with our staff at our store. Customer Service is the key to the success of your business, it needs to be taken seriously and we all need to focus to make sure it’s a priority.”

This workshop has received rave reviews from more than 200 Chambers of Commerce and Associations. Drury has delivered more than 2,000 seminar presentations the last 20 years and ninety nine percent of all attendees rate his programs as excellent.

Call the Brownsville Chamber of Commerce at (956) 542-4341 to register or eRegister online at www.brownsvillechamber.com.

Seminar must be prepaid. Checks, cash, Visa, MasterCard and American Express are accepted.