Customer Service 
Thursday, February 25 2010, 6:00pm - 9:00pm

The ability to provide exception customer service offers a strong competitive edge to small businesses. Statistics show that consumers tell only 3 people when they receive good customer service, yet they tell 20 people when they receive poor customer service.

Amazingly, consumers will spend up to 10% more for a product or service if they will receive better quality and service. Good customer service means going beyond expectations and includes the ability to meet both the obvious and less obvious needs of the customers. It includes what is said to the customer, how it is said, as well as the attitude that is conveyed to the customer.

The workshop offers techniques for using verbal and non-verbal skills, taking the initiative to providing customer service, creating standards for employees and how to provide exceptional customer service even when you must say ‘no’. Every small business owner could reap the reward for delivering exemplary customer service.