Creating Customer Confidence

Basically we are all in some form of sales. We sell a product, an idea, and/or services. We are also customers. Customer surveys indicate that many salespeople project rudeness, apathy and disinterest.

Many customers feel tossed from voice mailboxes to infinity. Customer confidence and rapport are the key elements to successful customer relationships.

Surveys, questionnaires and a needs analysis are used to target clients' needs. Carolyn has presented this workshop to major corporations including Amoco Oil Corporation.

Topics Include:
  • Professional image
  • How to handle difficult customers
  • Overcoming employee apathy, boredom and conflict
  • Using teamwork to achieve goals
  • Six major listening mistakes
  • Dealing with criticism and asking for feedback
  • Avoiding trigger words that alienate customers
  • Reversing "call stall" (cold call reluctance)
  • Answering phones, directing calls, taking messages and resolving complaints
  • Team development

Workbooks and reference materials accompany all presentations.

Carolyn Kerner Stein & Associates
1901 South Oak Haven Circle
North Miami Beach, Florida  33179
(305) 931-3237
(305) 682-1416 (fax)
carolyn@carolynstein.com (e-mail)

(click here for more information about Carolyn Kerner Stein & Associates)