ADVOCATE

The Rhythm of creating Raving Fans

The organisation does not pay employee’s salaries; the customer does! And the customer will not remember what your staff member said, but instead how they made them FEEL. Only one thing is required to turn customers into raving fans and advocates who gladly refer you to others; presence. They want the person they are connecting with to make them feel like the centre of their universe for the moment. They don’t want you to be a ‘servant’, and yet they love it when you come from a ‘service’ mentality.

In this powerful keynote or workshop, Ian Stephens draws on skills and tools from his latest book ‘NOW-Powered Customer Service‘ to showcase how to create raving fans who want to do repeat business with you.

“Ian was a real standout at our Kingscliff Sales Conference – his customer service tools & skills helped our people enhance the customer experience, and deliver real results improvement. We have now booked him for our Branch staff training roll-out next quarter.”

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SPEAKING TOPIC GUIDE

What’s Included:

As a consequence of attending this keynote participants will gain the skills in:

Handling objections or complaints from customers
Knowing how to deal with difficult customers, turning challenging phone calls into a ‘Relationship strengthening’ experience
Effective communication skills which minimises conflict
Remaining assertive and standing up for the organisations rightsProducing repeat business through excellent customer service standards.

Overview of Advocate