Two sessions offered for your convenience: 8:30 am – 11:30am or 1:00 pm – 4:00pm EARLY BIRD REGISTRATION (Ends April 15th) $89.00 for one attendee or $79 for 5 or more attendees from same company REGULAR REGISTRATION (After April 15th) $109 for one attendee or $99 for 5 or more attendees from same company NON-CHAMBER MEMBER REGISTRATION IS $109 early/$119 regular Back by popular demand is Customer Service Expert, Bill Drury! According to Drury, Customers who are upset when they leave a business tell an average of 11 other people about their bad experience. An angry customer who is delighted with your response to a problem will tell as many as 20 persons about the positive experience! Subject Mater Covered in this Seminar: How to prevent 95% of all problems with customers How to build trust – the glue of good customer relationships Maintain a winning attitude (even if you are having a bad day) Communication respect – the golden word with customers Cultivating a great sense of humor- the number on quality customers love Listen effectively Clarify communication in conflict Calm angry people Turn irate customers into raving fans of your business Handle ornery people (and not let them get the best of you) Overcome stress and burnout Sponsored by: First Interstate Bank, Alphagraphics and Connoisseur Media