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247compliance is recognized by SHRM to offer Professional Development Credits (PDCs) for SHRM-CP or SHRM-SCP. This program is valid for 1.5 PDC for the SHRM-CP or SHRM-SCP. For more information about certification or recertification, please visit shrmcertification.org.

What is it about your organization's customer relationship management practices which identify you as competitive, unique or first-class ? Who are your customers? What do they want? How we can more effectively persuade our existing customers to purchase more of our products and services, while referring even more prospective new customers our way? We'll talk about how to deal with some of the "newer" challenges to our effectiveness, including faster information velocity, capacity, bandwidth and our own mobility. You'll leave with a "Top 25 Tip List" for gaining repeat business and new business!
 


In this program, participants will learn:

  • Keys to effectively approaching prospective customers
  • Tips for communicating even more effectively, including body language, spoken communication, written communication, face-to-face communication, telephone skills and obtaining and retaining important customer information
  • Steps for maintaining a positive attitude while effectively handling stress and complaints
  • Guidelines for empowering yourself and your employees for interactions with customers

Does approaching prospects task your customer service representatives?
Have you and your team run out of ways to effectively communicate with customers?
Would you like to be able to walk away with 10 tips everyone can use to alleviate stress immediately, shifting attitudes back to the positive side?
How about a quick "one-pager" to help you empower your staff?

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, no matter how widely distributed everyone is!


  • Who are our customers?
  • Who are our clients?
  • What makes a customer a client?
  • How many transactions do we need to truly make a customer a client?
  • What are the quality measures our customers use with us to decide if they are interested in a long-term relationship?
  • What do our customers need?
  • What do our customers want?
  • What questions may we ask to help solve customer problems?
  • How may we continue to remain customer-focused in everything we do?
  • What techniques are we using which are already effective with customers?
  • Why do our best customers choose to do business with us and continue doing business with us?
  • How effectively can we repeat with everyone those behaviors which our satisfied customers value?
  • How regularly are we contacting and communicating with customers?
  • Are we engaged in "quality communication" with customers?
  • Are we continually "present" with our customers?
  • How can we be sure we are continually providing value to customers?
  • What Customer Relationship Management technologies are we using to communicate effectively with customers and prospective customers?
  • How effectively are we using these CRM technologies?
  • How proactively are we contacting customers and prospects to identify their needs?
  • How proactively are we engaging existing customers to continually identify their additional needs and anticipate their future needs?
  • What are we doing to effectively close sales?
  • What are we doing to master profitable customer relationships?

  • CEO
  • Senior Vice President
  • Vice President
  • Executive Director
  • Managing Director
  • Regional Vice President
  • Area Supervisor
  • Manager

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 organizations such as Microsoft, Visa International, Society for Human Resource Management (SHRM), U.S. Department of Housing and Urban Development, Sprint, American Counseling Association, Aviva Insurance, U.S. Patent and Trademark Office, Big Brothers and Big Sisters, Hospital Corporation of America, Schlumberger, Morgan Stanley, Boston Scientific, US HealthCare and over 500 other organizations in 22 countries.

He has published numerous articles in the fields of project management, management, sales, team-building, leadership, ethics, customer service, diversity and work-life balance, in publications ranging from ASTD/Performance in Practice to Customer Service Management. His McGraw-Hill book, “90 Days to a High-Performance Team,” is replete with hands-on tools, templates and checklists which managers use effectively to improve performance. 

View all trainings by this speaker
 
  

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