The average American business loses 15% of its customer base each

year—68% leave because of an attitude of indifference from a company employee.

It costs between 2 to 20 times as much to win a new customer as it does to retain an existing one.

Dissatisfied customers typically tell between 8 to 16 other people when they have had an unsatisfactory experience.

If a customer feels you are responsive to a problem, they will do business with you again in 82% to 95% of the cases.

Make sure your customer service stands head and shoulders above the competition. You can choose from Jan's most popular topics or have her customize a program just for you:

Customer Relations Skills
Hold the Phone…It's a Customer Calling!
Defusing Difficult Customers
Communicating with Your Customers Via Email
Basic Selling Skills

Customer Relations Skills
Word-of-mouth is one of the most important factors influencing a customer's decision to buy from or work with your company. Go beyond simply satisfying customers to having them sing your praises! And keep your customers coming back—again and again. In this workshop we'll:
Determine the 7 sins of customer service and how to avoid them
Learn what customers really want
Focus on ways to stay in touch and keep customers coming back

"Your presentation, which included customized content especially applicable to our situation reinforced by customized handouts, was precisely what we needed to inspire our group to practice effective customer relations. Thank you, too, for being so pleasant and easy to work with. It was obvious to me that you wanted to do the best possible job for Cap Sante Marine and our employees."
Graeme W. Wilson
President & CEO
Cap Sante Marine, Ltd

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Hold the Phone…it's a Customer Calling!
Every time the phone rings, your business is on the line. When customers call, what's their impression of the person who answers the phone? Of your company or organization? Make sure you're sending the right message every time. In this workshop, you will discover how to:
Manage calls right from the start—even shorten them
Make sure your voice sends the right message
Use effective phrasing when answering and placing calls
Recognize emotional trigger words to avoid

"Your training has raised the bar on this team's view of Customer Relations and I discovered my need to improve my own communication skills. It is important to provide a quality product in whatever you do and with proper communication skills a customer has the potential to be more than satisfied, they are dazzled."
Doug Happe, P.E.
Head Coach, Emerald Aire, Inc.

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Defusing Difficult Customers
If a customer feels you are responsive to a problem, they will do business with you again in 82% to 95% of the cases! The moment we're faced with a difficult customer, we must take a breath and make a quick attitude adjustment. If we think about how the situation looks and feels from the customer's perspective, it's easier to avoid taking it personally and move the customer to a resolution. To keep them coming back and referring new customers, we must learn how to:
Identify the problem and work with the customer to resolve it
Use questions and positive phrases to gain control of the conversation
Listen effectively and avoid escalating situations
Turn an unhappy customer into a loyal customer!

"Obviously the theme of 'How to Stay Cool When Things Heat Up' is one our staff can benefit from.  Without exception, everyone found the sessions worthwhile.  Your warm personal style, combined with your keen insight and humor, made for a great session."

Nora Connors

Manager, Human Resources & Administration

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Communicating With Your Customers Via Email
Your customer service reps and other employees are handling more and more customer inquiries and complaints by email. Are their writing skills up to the task? They need to be able to communicate what they would normally say in understandable written terms without being too wordy or confusing and still strike the right tone. This workshop will focus on how to:
Make your message concise and to the point
Use subject headers to get a better response
Proofread for tone—so you're sending the right message

"Last year Sparling was named one of the best places to work by CEO Magazine based on a confidential survey of Sparling staff. This is a real compliment to you who have taught us how to communicate effectively with each other and with our clients."
James R. Duncan, P.E. FACEC
Chairman & CEO
SPARLING

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Basic Selling Skills
Sales don't happen by accident. They're the result of patience, planning and persistence. New salespeople can increase their sales by understanding the sales process and developing winning sales skills. Participants will learn how to move effectively through a sale from initial contact to the close and:
Establish rapport with prospective buyers
Qualify a prospective customer to understand their needs
Deal with objections that arise
Develop comfortable closing techniques to make the sale