New Strategies in Customer Service
Wednesday, Sept. 17, 2008
Ohio University Pickerington Center
Who Should Attend
- Publishers & general managers
- Call center managers & reps
- Circulation personnel
- Anyone who interacts with readers & subscribers
The Program
8 - 9 a.m.
Registration and Continental Breakfast
9 - 4 p.m.
• Attitude
Abraham Lincoln said, “People are about as happy as they make up their minds to be.” In other words, we can choose how happy we are. And we can choose our attitude.
- External and internal factors
- 2. “Should-be” attitudes
• The Quality Conversation and Robust Call Flow
This process, when implemented along with strong training and ongoing coaching for sustainability, is proven to generate dramatic results in customer services, retention, and sales revenue.
• Saving subscribers who want to cancel
When a subscriber wants to cancel, the discovery step must include four steps.
• Selling EZ pay
Industry research shows that a new subscriber is two times as likely to keep a subscription if he or she is on EZ Pay. By sticking to the process in the Quality Conversation/Robust Call Flow, and by using the assumptive selling process in the offer and close covered in this presentation, your EZ Pay sales will rise dramatically.
• Involving everyone (all departments) in customer service
There will be a one hour break for lunch. Lunches provided by ONA.
The Instructor
Bob Davis, president of Robert C. Davis and Associates, is a premier call center expert. For more than 25 years, he has worked on call center projects with RCDA, its specialized outsource call center, SURPASS, and a national training/consulting organization.
A partial list of clients Bob has served includes America Online (AOL), the Atlanta Journal-Constitution, Cox Enterprises, Freedom Communications, the Miami Herald and USA TODAY.
Additionally, Bob was a franchisee of the Dale Carnegie Courses in Maine, New Hampshire, Vermont and Massachusetts. In addition to supervising sales and administrative employees in his Portland office, he supervised 21 sales reps who were independent contractors spread over the 60,000 square miles his territory covered. In the 15 years that Bob owned this operation, he took it from the lowest-producing Dale Carnegie franchise in the country to the third most successful. In the process, he earned distinction as one of the outstanding sales leaders within the Dale Carnegie organization.
Bob also serves on the board of The Virtual Experience Corporation, a Virginia-based company specializing in teaching the discipline of project management.
The Facility
Located in a suburb just east of Columbus, the Pickerington Center is a 15,000-square foot state-of-the-art facility. It features six ergonomically-designed classrooms equipped with technologically advanced instructional equipment. The site backs up to a wooded area and creek, a view that can be enjoyed from one of three lower-level patios. The center is a 12-15 minute commute from downtown Columbus or the airport. It has ample parking and many nearby hotels and restaurants.
Directions
View Larger Map
The Ohio University Pickerington Center is located about 10 miles east of downtown Columbus.
Take I-70 East to Pickerington exit #112A (State Route 256)
Proceed on State Route 256 for one mile (you can only go one way off this exit, south)
Turn left (at third light) onto Stonecreek Drive (US Bank on the corner)
Proceed a quarter-mile to Pickerington Center (on right)
Ohio University Pickerington Center
12943 Stonecreek Drive, Room 20
Pickerington, Ohio 43147
There will be two buildings that look alike — 12943 is the building on the right.
Nearby hotel:
Hampton Inn, Pickerington
1890 Winderly Lane, Pickerington, Ohio 43147
(614) 864-8383
Training session questions?
Susan Bazzoli, Manager of Administrative Services:
sbazzoli@ohionews.org