In today’s marketplace, where consumers are exceedingly cautious and much more savvy in choosing where to do business, it is increasingly important that every employee has strong customer service skills, and that every employee has an understanding of the impact that customer service has on the bottom line. Customer service plays a significant role in determining where consumer’s time and dollars will be spent. Customer service is also one of the least expensive ways of improving performance in any business, but continues to be one of the top consumer complaints. This highly interactive series is designed for anyone who communicates with customers and clients on a regular basis. Those who are not customer reps but who interact with customers are especially urged to attend. This series identifies why customer service plays such a critical role in the survival of your business. It shows you how to identify the areas that employees can improve upon and teaches you how to build customer service skills. Learn to break down a product/service into client or customer needs, to handle gender and generational differences, to make a good first impression, to handle complaints, and to diffuse an unhappy customer and turn that customer into a satisfied one. Learn to build and maximize good rapport, to earn customers’ trust, to build customer referrals, and to keep customers coming back. Participants will also realize how communication style plays an important role in customer service. They will see how body language, mannerisms, and appearance can enhance (or destroy) credibility, and learn to recognize their own behavior styles and the styles of their clients resulting in better communication and a happier customer. This class is interactive, insightful, and provides immediate solutions to improve performance. Walk in with specific problems – walk out with specific solutions. Presented by Business Builders LLC, a company well known for their innovative approach to today’s business challenges. Continental Breakfast Included. 9 CPE Other Credits

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