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ISB Seminar: The Lost Art of Customer Service

Customer satisfaction scores are lower than ever even though keeping customers happy is key to business success.

This seminar will:

Improve Communication Skills
Teach Unique Phone Tips Highlight Do’s and Don’ts of Email Communication
Review Dealing with Irate Customers
Offer Tips to Stay Motivated

Topics Covered:

Communication Basics – includes a discussion of the barriers to communication, how meaning is conveyed, and tips for improving e-mail communication.

Telephone Challenges – unique tips on how to serve customers better over the phone including tips on tone as well as important parts of the call. We’ll also cover the five things customers want and how to provide.

Handling the Hostile – this segment will cover how to deal with angry, upset and hostile customers.

Customer Service Excellence – this final segment will give participants tips on how to stay positive regardless of situation.

Speaker, Biography

Denise Ryan is an author and a Certified Speaking Professional (CSP), a designation of excellence held by less than 10% of professional speakers. She has delivered customer service training for hundreds of businesses with audiences ranging from insurance professionals to peanut growers! (Don’t laugh, the peanut grower has sales over $250 million annually!)

She also holds a Master’s Degree in Business and is a former business consultant. Her sessions are designed not only to engage and entertain participants, but to provide solid return. Implementing just a few of her techniques will help companies deliver better customer service, increasing customer retention as well as generating referral business. She’s funny, high energy, and tells it like it is. To register for this event go to www.isbc.cs/events/.

About ISB Canada

ISB is a 100% Canadian corporation. They are one of Canada’s leaders in insurance claims source document retrieval and pre-employment background screening since 1994. For more information, visit

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