Description

What Ever Happened To Service?

Customer service consistently gets poor marks from shoppers at major retailers and restaurants, according to a study released last month by WSL Strategic Retail, a consulting firm. Only 66 percent of retail customers were satisfied with their shopping experience….
Among the top complaints are rude staffs, dirty stores, long checkout lines and employees who aren't familiar with merchandise. Few of the major retailers are finding success in these areas, the study says. In other words… customer service is falling by the wayside.
 
FACT: 68% of customers who stop doing business with a company do so because of perceived indifference.
 
FACT: Customers who encounter poor service tell an average of 11 other people about their bad experience.
 
FACT: Courting new business can cost up to five times more than strengthening relationships with current clients.
 
This seminar will help your business go to the next level of service excellence and create lifetime loyal customers. It has received rave reviews from over 200 Chambers of Commerce and thousands of companies. The speaker, Bill Drury, has delivered over 1000 seminar presentations the last 15 years! I highly recommend you attend with your entire staff!
 
“A Passion for Service”® is an action-packed 1/2 day seminar with proven strategies and techniques to help your business:

• Get ready for turbulent change
• Stay motivated
• Build and maintain a positive attitude
• Communicate respect to every customer
• Remember and use customer names
• Personalize their service
• Listen effectively
• Know who really signs their paycheck
• Make a great first impression
• Turn irate customers into the best customers
• Overcome stress and burnout
• Take pride in your job!

 
FOR YOUR CONVENIENCE TWO IDENTICAL PRESENTATION ARE OFFERED
SEATING IS LIMITED

Seminar Schedule
8:00AM Registration opens
8:30 - 11:30 Morning Session

12:30PM Registration opens
1:00 - 4:00 Afternoon Repeat Session

Seminar Speaker
Bill Drury is a customer service expert. He speaks
trains and travels extensively.  Since beginning his professional speaking career in 1985, he has given over 1000 seminars.  His lively presentations, tapes and videos have made him a recognized leader in the field of client communications.  Bill has proven to be one of the most effective and entertaining speakers in the industry.
 
Bill received his B.A. degree in English Literature from California State University at Hayward.  He went on to complete five years of graduate communications/pastoral training at Dallas Theological Seminary.  From 1985 till 1989 he was National Training Consultant for the Zig Ziglar Corporation. 
 
Bill is noted for his humorous and enthusiastic presentations. He is someone who 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.
 
Zig Ziglar, America's number one motivator says:
 
"...Bill has conducted over three hundred seminars for the Zig Ziglar Corporation -- we always got good reviews.  He knows what he is talking about. He has an excellent style of delivery.  Your people and your company will be better off after hearing Bill Drury."