TD1960


Note: This workshop is capped at 15 participants

Total Workshop Time: 1 Hour plus reading time

Pre-requisites: None

Description:

To longtime sales and customer service pro Jeffrey Gitomer, boating about a near-perfect customer satisfaction rating of 97.5 percent is a major mistake.  "That means 2.5 percent of your customers are mad and they're telling everyone.  And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service."  Based on a philosophy that's been developed though his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you."  Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly recounts his start-to-finish approach to becoming "memorable" to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. All of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. Take a deep breath, read it straight through, and prepare to delight thy customer! --Howard Rothman

One Friday of each month is dedicated to the Professional Book Club. The Training and Development Department hosts an informal discussion led by guest facilitators from 11:00 AM to 12:00 PM on a variety of professional development topics.

JMU employees are welcome to join in the conversation and can sign up through MyMadison for topics that interest them. The series is offered "a la carte." Attend all the sessions or only the discussions that most interest you.

Participants are encouraged to read the monthly selection before attending the discussion. A limited number of books are available to be checked out of the Training and Development Professional Resource Collection for a two week period. Some books are also available on audio/CD.

Please contact Lindsay Carlin (carlinle@jmu.edu) via email or phone (8-4104) to borrow the books or request an audio/CD version.

Facilitated by: Patt Kennedy, Program Coordinator, IIHHS

Related Classes

Series: Customer Service Series
New for 2015
Professional Book Club

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