Learn communications skills that can dramatically change the outcome of any customer situation, based on the latest principles of behavioral psychology.


What You Will Learn
In this interactive session, you will learn:
1. How to connect with any customer within the first 30 seconds
2. How to use “staging” to deliver difficult messages painlessly
3. How to use the “can-can” to prevent customer anger and never say no
4. How to defuse a customer crisis
5. How to take control of talkative customers – and make them feel great!

Who Should Participate?
* Front-line customer contact professionals and their managers


Why Buy?
For attendees, this program teaches interpersonal and leadership skills that last a lifetime, that will help you become supremely confident in any customer situation. For organizations, this program has a track record of making substantial, measurable changes in customer satisfaction levels, morale and turnover, based on the author’s own experience “turning around” the performance of customer contact operations.


Freebie
TBD

Bio: Rich Gallagher
Rich Gallagher is a leading national authority on communications skills and workplace culture. His seven nationally-published books include The Soul of an Organization and Smile Training Isn't Enough, both of which were book club selections that reached the Amazon.com top 3000. His recent book Great Customer Connections: Simple Psychological Techniques that Guarantee Exceptional Service is currently the number one e-book on customer skills on Amazon.com, as well as a worldwide top seller in print. He is also a certified instructor for the American Management Association as well as the subject matter expert for their highly successful Communication Bootcamp program.

Rich recently signed a two-book deal with AMACOM, one of the nation’s leading business publishers. What to Say to a Porcupine, a business fable collection that brings the fun back into creating excellent customer service, was released in June 2008 and reached the top 20 on Amazon.com’s business humor chart. A subsequent book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work is scheduled for release in early 2009.

His lengthy management career includes helping to lead a West Coast software startup to become a major NASDAQ firm as its director of customer services, as well as leading another major software call center to near-perfect customer satisfaction ratings and near-zero turnover. Rich’s materials have been used by Fortune 500 clients, Dale Carnegie and others, and he is a veteran of numerous speaking engagements, media appearances and corporate workshops.

Website
Point of Contact Group
Great Customer Connections