More competitive service strategies: back by popular demand from the 2003 NAA Education Conference, Larry Johnson will focus on how to keep good residents and capture even more of them by delivering the very best service possible.Larry Johnson's two sessions on customer service delivered in New Orleans New Orleans (ôr`lēənz –lənz, ôrlēnz`), city (2006 pop. 187,525), coextensive with Orleans parish, SE La., between the Mississippi River and Lake Pontchartrain, 107 mi (172 km) by water from the river mouth; founded last year were two of the highest rated for the entire conference. In this repeat session from the 2003 NAA NAA Nomina Anatomica Avium. Education Conference, Larry will share tips for success in this fast-paced, content packed, humorous session. He will show you how to: * Use "bonding" behaviors that put the customer on your side. * Listen intently to understand customers' needs. * Understand why customers leave and why they stay. * Use effective communication skills to avoid misunderstandings. * Manage the "critical moments" that make or break customer relations. * Analyze how goodwill can be lost or gained with a gesture. * Make good customer relations everyone's business. * Use policy and procedure to solve, rather than exacerbate problems. * Add value by going the extra mile. * Turn complaints into "opportunities to shine." * Manage customer perception. * Help employees overcome the desire to whine and replace it with action to improve. * Turn customers into loyal, raving fans. In addition to speaking about customer service, Larry co-authored "Absolute Honesty: Building A Corporate Culture That Values Straight Talk And Rewards Integrity," published by Amacom Books, a division of the American Management Association, 2003. He also has published more than 40 articles in various professional journals on the topics of leadership, change, quality and customer service. Conference Speaker Larry Johnson will appear as an Education Session speaker at NAA's 2004 Education Conference & Exposition held June 24-26 at the Las Vegas Hilton The Las Vegas Hilton is a hotel, casino, and convention center in Las Vegas, Nevada. It is a joint venture between Colony Capital, which owns 60 percent, and New York City-based REIT Whitehall Street Real Estate Funds, which owns the remaining 40 percent. . His presentation, "Competitive Service Strategies," is scheduled for 11:30 a.m., Friday, June 25. In a joint session with Meagan Johnson, the two will present "Zap the Gap" scheduled for 10:30 a.m., Saturday, June 26. Larry Johnson is an independent business speaker and consultant. Since 1986 he has been delivering fresh insights and practical "how to's See tutorials in this publication. " for building healthy, productive organizational cultures. His clients include Harley-Davidson, Nordstrom Department Stores This is a list of department stores. In the case of department store groups the location of the flagship store is given. This list does not include large specialist stores, which sometimes resemble department stores. , American Express American Express (NYSE: AXP), sometimes known as "AmEx" or "Amex", is a diversified global financial services company, headquartered in New York City. The company is best known for its credit card, charge card and traveler's cheque businesses. , Federal Express, JPMorgan Chase JPMorgan Chase (NYSE: JPM TYO: 8634 ) is one of the oldest financial services firms in the world. The company, headquartered in New York City, is one of the leaders in investment banking, financial services, asset and wealth management and private equity. With assets of $1. Bank, Lloyds of London Lloyds of London A marketplace in London for underwriting syndicates. , McDonald's, Tektronix, the HON Company and Post Properties. He can be reached by calling 800/759-4933 or online at www.JohnsonTrainingGroup.com. |
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