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Customer service seminar set

April 21, 2013
From staff reports , The Herald-Star

STEUBENVILLE - The Jefferson County Chamber of Commerce and Eastern Gateway Community College are teaming up to offer a nationally acclaimed seminar on customer service Wednesday at the Pugliese Training Center, 110 John Scott Highway.

The speaker will be Bill Drury of the Zig Ziglar Corp.

"Seventy percent of customers who stop doing business with a company do so because of the way they were treated," Chamber President Sue Hershey said. "It's not that we think our customer service is necessarily bad, but we can always fine-tune our skills. If we have an opportunity to bring a highly regarded, professionally presented seminar to our community at a very modest price, then we're going to jump on it. It's going to save our businesses money, so they don't have to go out of town for this type of quality presentation. Anything we can do to help our businesses in any way, then we're all for it."

Hershey said Drury was trained by Zig Ziglar himself and is generally regarded as "one of the best in the business."

"Customer service is something we many times take for granted because 'we've always done it that way,' but sometimes we just need fresh eyes looking at it," Hershey said. "Our businesses need to keep dollars from walking out the door, but they need to take steps to make it happen."

Among the topics they'll cover:

Getting ready for turbulent change.

Staying motivated in tough times.

Why customers leave companies.

Building company-wide urgency and focus.

Building customer loyalty.

Making a great first impression.

Building and maintaining a positive attitude.

Communicating respect to customers.

Remembering and using customer names.

Personalizing service.

Listening effectively.

Turning irate customers into your best customers.

Handling difficult people successfully.

Facebook, Twitter and protecting your online reputation.

Overcoming stress and burnout.

Seminar-goers also can learn how to handle difficult customers. Those who attend will receive a 30-page illustrated guide to better customer relations.

Hershey said there will be two sessions - 8:30 a.m. to 11:30 a.m. and 1 p.m. to 4 p.m. The cost is $109 for chamber members and $199 for non-members. Registration opens at 8 a.m., and light refreshments will be available at the beginning of each session.

For information or to register, contact the chamber office at (740) 282-6226.

 
 

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