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A dynamic Fred Pryor seminar that's a must-attend for everyone who communicates with customers.

Key learning points...

' Increase the return on your customer service dollars

' Out service your competitors

' Make your customers feel important and appreciated

' Remain calm in the most demanding situations

' Transform complaints into valuable customer feedback

' Say 'no' and be firm without antagonism

' Conquer the frustrations of customer contact

' Win over angry and abusive customers

' Reduce the stress and turnover that affects customer service personnel

' Achieve company goals and keep customer goodwill

' Ensure that customers are treated courteously and fairly ' by everyone in your organization

' Use convincing expressions and actions that earn customer trust

' Become a master in the art of listening

' Understand customers who communicate poorly

' Be successful with the most difficult-to-deal-with people

' Stay calm and keep even the most volatile customers from losing control

' Gain the customer's support for unpopular policies