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Customer Relationship Management: Mastering Profitable Relationships! (CPG762G)

Presented by: Chris DeVany
Request Replay Date:
(*) Single User Price. For multiple users please call 1-800-223-8720
Pre Recorded Webinar
60 minutes
  •  Thu, August 11, 2016
Event Description
See the sneak peek before you buy!

Learn how to effectively approach even the most difficult of customers and prospective customers

By attending this session by our expert speaker Chris DeVany, you will understand how to effectively approach even the most difficult of customers and prospective customers and overcome any objection. You will learn how to use both your verbal and non-verbal communication skills and develop a winning attitude which will help you bring in even more business and position yourself with product, service and relationship, earning you customers for life!

This webinar will provide you with step-by-step guidance and will make sure of you getting the best performance out of your team under any circumstances, regardless of how long you have been managing it. The strategies presented in it will be manageable in daily, weekly, monthly and quarterly timelines. The session will go through the entire range of workplace problems starting from outdated systems and company politics to backstabbing and budget cuts.

Would you like your team to perform to the best of their ability? Would it help to remarkably improve your team’s efficiency and performance? How about doing away with that one troublemaker legally who is taking everyone else down? Any problems dealing with your boss? Is it worth 90 minutes of your time to improve your team’s morale, productivity and motivation?

If you answered “yes” to any of these questions, then come laugh, listen and learn as Chris DeVany leads us all through those important topics, key questions and answers we all need to be able to address effectively to improve our team members’ and team’s performance! 

Session Highlights:

  • 6 Critical Steps for Approaching Even the Most Difficult Customers
  • 5 Tips for Overcoming Any Objection
  • 4 Questions to Ask When Engaging A Prospective Customer
  • 7 Steps Which Will Help You Maintain A Winning Attitude
  • 8 Tips for Positioning Yourself Successfully With Product, Service and Relationships
  • Make your team into a cohesive, strong and high-functioning unit
  • Organize processes to lessen unnecessary work, save money and make sure that everyone know and have a clear understanding of their roles
  • Deal with underperformers, department rivals, troublemakers, difficult bosses and other personality types
  • Improve your team's morale and motivation-and watch productivity soar!

Session Agenda:

Approaching the Customer

  • Offer a proper greeting
  • Show empathy
  • Recollect the value of long-term customers
  • Make customers “feel special”

Communication Skills

  • Body Language
  • Communication (spoken and written)
  • Face-to-Face Communication
  • Telephone Skills
  • Obtaining and retaining important customer information

Develop a Winning Attitude

  • The Power of Positive Thinking
  • Handling Stress
  • Handling Complaints
  • Winning Back Unhappy Customers

Empowerment Means Customer Retention and Referrals

  • Taking Responsibility
  • Using Common Sense
  • Effective Listening Techniques Never Go Out of Style
  • "Why should I want to come back?"
  • "Were you satisfied?"
  • "Who else do you know who would benefit from our service?"

Who Should Attend

  • Chief Customer Officer
  • VP/Director of Sales, Marketing, Customer Service, Call Centers
  • VP/Director of Ecommerce/Ebusiness
  • VP/Director of Business Analytics or Business Intelligence
  • VP/Director of Telemarketing/Telesales
  • VP/Director of IT
  • Director/Manager of Sales Support
  • Director/Manager of Customer Support
About Our Speaker(s)

Chris DeVany | Customer Service Management SpeakerChris DeVany
Chris DeVany is the founder and president of Pinnacle Performance Improvement Worldwide, a firm which focuses on management and organization development. Pinnacle's clients include such organizations as Sage Software, Microsoft, the American Society of Association Executives, Sprint, Institute of Management Consultants... More info

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    Event Title: Customer Relationship Management: Mastering Profitable Relationships!
    Presenter(s): Chris DeVany

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