On the Front Line: Strengthening Customer Service Skills
“Not your average customer service workshop!”
Presented by Jerry Posner
Thursday, February 25, 2016
Networking and Breakfast Snacks: 9:15 – 9:30
Workshop: 9:30 AM – 12:30 PM
Columbia County Chamber of Commerce, 1 N. Front St., Hudson, NY
Cost: $49.00 Columbia County Chamber of Commerce Members; $79.00 Nonmembers
Attendance limited to 24, please reserve your space early!
A “positive, practical, painless” three-hour workshop to help you develop more satisfying, authentic relationships with customers, clients and community. This workshop provides a “customer service tune-up” and essential reminders for more success in the marketplace!
Account executives, bankers, hotel and restaurant workers, health care, cashiers, managers, entrepreneurs, sales professionals … ANYONE who communicates with customers … will find this workshop beneficial!
Posner takes a well-researched, entertaining, motivational approach to training; providing actionable tools, techniques and strategies, to stay focused and on-track in the weeks and months after the workshop!
Topics Include:
Know your customers, know yourself – “One size does NOT fit all!”
What do your customers want? What do YOU want? How would you know?
Making and breaking habits – “Fixed” and “Growth” mindsets.
You’re on stage – how to prepare for a successful performance.
Engagement, neuroscience and psychology – science you need to know!
Managing your stress before your stress manages you!
Practicing the “Practical Power of Appreciation.”
You’re not an order taker… you’re an experience maker.
Evaluating feedback without becoming defensive – keeping a realistic perspective.
Active Listening – how to let your customers know that you really hear them!
Kindness and Compassion – your customers (and you) are human – no robots!
Realistic, Appropriate Goals – plan your work; and work your plan!
About Jerry Posner:
Jerry Posner is a creative, dynamic speaker and training specialist. Since 1993, he has presented over 1,700 motivational and inspirational programs for guests at Canyon Ranch in the Berkshires, and has inspired tens of thousands of people who aspire to positive change in the workplace … and in life.
Jerry travels the country as a speaker for conferences and as a professional development trainer for businesses, corporations and organizations. He is considered an expert in the field of customer service and is continually researching and developing new material for his presentations and seminars. Combining humor, performance art and empowering content make Jerry’s programs engaging and energizing.
Jerry graduated magna cum laude from Emerson College in Boston with a degree in mass communications. In the early 1990′s, he founded and published “The Positive Times” magazine and hosted a weekly radio show, “Positive Radio.” His books include, “Attention Late Bloomers: You’re Right On Time!” and “Eternal Cosmic Wisdom at Bargain Basement Prices.” Jerry, his wife Lynne, and their canine companions make their home in the beautiful Berkshires of Western Massachusetts.
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Jerry D. Posner
413-441-6361
LinkedIn: www.linkedin.com/in/jerryposner
Jerry’s Blog: www.jerryposner.wordpress.com
