James Feldman, CSP, CITE, CPIM, CPT, PCS

Most of the organizations we deal with are besieged by incompetence and a palpable, rampant indifference to the art of creating and keeping a customer, D-A-T-I-N-G Your Customer® is what your organization needs to create and maintain great relationships.

Clearly we are in a time of deep depression and deterioration when it comes to the way we treat our customers. We buy from vendors where there is the least hassle, the least ignorance, the least apathy.

Jim's presentation delivers a 'view' that ultimately provides to be so compelling your attendees can never see a Customer in quite the same way again.

In his presentation Jim introduces "best of class" Customer retention insights. Your attendees will learn about how to WOW them, not WHY them. Jim will offer a 'relationship manual to create 'Customer Insistence' that develops a pattern of repeat transactions. It's about being transformational not transactional that creates long term relationships.

Resistance is the most common side effect of change.

Now is the time for your organization to stop worrying about election results, competitors, economy and and take things into your own hands. This program gives you dozens of resources, tools, tips, and training that you need to make things happen under any condition.

With recent changes in our world, we have to be more prepared than ever to know how to make things happen under any conditions.

Learn proven systems that convert your Big Ideas to help achieve your goals, overcome your challenges, solve problems, and better prepare you and your organization for the uncertainty of the years ahead.

This is for any organization that wants to go from where you are today to where you want to be tomorrow. The main point here is that resistance merely offers evidence that people feel the change.

This program will help your attendees discover how to think differently, communicate better, and make more money.

Growth is a fundamental human need. We all seek a feeling of accomplishment, satisfaction, problem solving, and progress. However with our 'time crunch' and 'reduced resources' and being 'asked to do more with less' the challenge increases.

Can we create a process that turns good intentions into real results and superior performance? Jim asks the audience what would happen to your organization if each individual took charge of their future and increased their contributions to the growth of your organization?

Jim renews hope in people, reminds them of their own intrinsic value, and helps them think what is most important in their lives.

Ultimately it's about making the future brighter than the past. That act helps you separate yourself from situations, relationships, and activities that could trap you in the past. Instead he demonstrates how to use them to shine a light on the future.

Gain a better understanding of how to determine what key metrics customer service groups should be measuring and how to use the information to wow your customers.

This topic will provide you how to better build rapport with customers, maintaining a positive attitude, listening with attention and empathy, dealing with angry customers, problem-solving and tips for dealing with customers over the phone and on email.

Agenda
What Gets Measured Gets Done…Especially If There Are Associated Rewards
Every Organization Is Different. One Size Does Not Fit All. Same With Customers. a Policy Is Not the Way to Wow Your Customers
Create Actionable, Measurable, Consistent Ways to Monitor the Wow Factor and Retention of Your Customers
Get Consensus From Those in the Center of Gravity as to What Works and What Doesn't
Develop a Resolution Rate
Reply Time to First Contact With Customer Service Issue
Monitor Complaint Backlogs
Evaluate Number and Frequency of Escalated Cases to Upper Management