Customer service expert Bill Drury will return to the Cleveland/Bradley Chamber of Commerce on March 7 to present a seminar titled A Passion for Service® “How to Win Customers and Reduce Lost Sales.”
This will be Drury’s third presentation locally. His lively presentations, tapes and videos have made him a recognized leader in the field of client communications and especially well received by Chamber members. Drury has proven to be one of the most effective and entertaining speakers in the industry.
"We have had positive feedback about this program every time Bill has presented for us,” Bernadette Douglas, executive vice president, reported. “Because small businesses are the foundation of our membership base, we wanted to bring him back to present another action-packed, half-day seminar with proven strategies and techniques to help everyone in the company win customers and reduce lost sales.”
She added, “Bill is noted for his humorous and enthusiastic presentations and believes learning must be fun to be productive. His presentation will enhance your organization’s ability to compete in the rapidly changing business world of today.”
Mr. Drury’s lively presentations and videotapes instruct over 20,000 people each year. His presentation will cover these subjects during his seminar at the Chamber: Who really signs your paycheck; stay motivated; make a great first impression; create a vision for service; communicate respect to every customer; personalize your service; listen; handle the irate customer; overcome stress and burnout; and handle the 10 most difficult customers.
These customer service facts impact our businesses: 7 out of 10 customers who stop doing business with a company do so because of the way they were treated on the first contact; 96 percent of unhappy customers never complain about discourtesy, but 91 percent of them will not buy again from a business that offended them; 97 percent of all companies never formally train employees in the simple art of customer retention.
On March 7 a morning and afternoon presentation of the seminar, both sessions identical, will allow employers to send half their people in the morning and half in the afternoon.
The seminars will take place in the Chamber’s conference center. The morning session is from 8-11:30 a.m., and the afternoon session is from 1-4:30 p.m.
“To see your employees improve their skills, your investment is only $109 if you register by Tuesday, Feb. 28, with discounts available for five or more attendees,” Douglas noted. Call 423-472-6587 to reserve your spot.
“If we have received your company’s 2017 membership investment and you would like to use some of your admission credits to attend, please call the Chamber office to register,” Douglas added.