Even though customer service has been at the top of all organization’s "to do" list,
 everyone still complains about it. It takes longer to get satisfaction, more contacts
to reach the right person, and most often very little satisfaction. With the advent
of e-commerce and more technology, it’s gotten even worse. There is less
personal contact and more barriers to breakdown down. In this age of
instant communication, speedy delivery and just-in-time inventory, we still continue to

The only way to have customers return is to have a well-trained, empowered workforce.
 This program deals with the challenge of difficult customers, provides a customer service
delivery system and shows how to choose the right people and systems. It focuses on
establishing a lifetime relationship, tells how to provide continuous training and uses
TQM to create a stream of new customers. Customer service equals customer
 development, and this program provides you with jam packed tapes and a workbook
to help you on your quest for greater customer reward.

Never before has there been so much instantaneous change in business.
New dot coms being incubated and more on-line resources being generated what
do regular brick and mortar retail and service businesses have to do to survive?
They have to be responsive, innovative, profitable, well managed and quick to
spot trends. They need to listen to their customers and understand how to develop
 a referral driven business. They also need to know how and where to invest their

If you want your business to be around past the year 2005, this cassette-package
is just what you need. Gayle teaches you the six key characteristics of successful
 businesses. You’ll learn to deal creatively with change and where to invest your limited
 dollars. Find out how to begin the process of turning customer service into customer
development, how to do things that will make your business prosper now and in the
 years ahead. This includes an eight page workbook to keep you on track.

With downsizing and a lean workforce a true reality; everyone is being asked to
 do more with less. It is important to understand that communicating in a confident
 manner is an important part of leadership. Part of that is the language you use
and the manner of delivery. In addition, building a winning team takes a lot of energy
 and dedication. Because of that, stress can result, and very often tempers get frayed,
people jockey for positions of advantage, and issues get blown out of proportion.

Included in this program are very important assertive techniques which will allow

Assertiveness is merely making your point, standing up for your beliefs and moving
ahead with no harm to anyone. So it works hand-in-hand in letting your entire life
become better in work, home and leisure activities.