Column: Uppertunities teaches customer service

ESCANABA — Once again, the organizations of the Delta County Commerce Center, UPWard Talent Council and Upper Peninsula community and economic development organizations are working together to host the 2018 Uppertunities Business, Tourism and Professional Development Conference. With a wide range of topics, we are confident that attending this event will be beneficial for businesses — especially those who are interested in enhancing the customer service experience.

Seven out of 10 customers who stop doing business with a company do so because of the way they were treated on the first contact. Ninety-six percent of unhappy customers never complain about discourtesy, but 91 percent of them will not buy again from a business that offended them. And, 97 percent of all companies never formally train employees in the simple art of customer retention.

Bill Drury is on a mission to help businesses create lifetime loyal customers and that’s why we’ve scheduled him for a return visit to our waterfront community. Join us on April 13, at Uppertunities at the Island Resort and Casino when Drury will present action-packed workshops with proven strategies and techniques to help everyone win customers and reduce lost sales.

Topics to be covered include:

– Who really signs your paycheck.

– Stay motivated. 

– Make a great first impression.

– Create a vision for service.

– Communicate respect to every customer.

– Personalize your service.

– Listen. 

– Handle the irate customer.

– Overcome stress and burnout. 

– Handle the 10 most difficult customers.

Bill Drury speaks, trains and travels extensively. Since beginning his professional speaking career in 1985, he has given more than 1,000 workshops.  His lively presentations, tapes and videos have made him a recognized leader in the field of client communications. Drury has proven to be one of the most effective and entertaining speakers in the industry.

Drury received his bachelor’s degree from California State University at Hayward. He went on to complete five years of graduate communications/pastoral training at Dallas Theological Seminary. From 1985 till 1989, he was a national training consultant for the Zig Ziglar Corporation.

“…Bill has conducted over three hundred workshops for the Zig Ziglar Corporation — we always got good reviews.  He knows what he is talking about. He has an excellent style of delivery. Your people and your company will be better off after hearing Bill Drury.” – Zig Ziglar

Drury is noted for his humorous and enthusiastic presentations. He is someone who believes learning must be fun to be productive.  His presentations will enhance your ability to compete in the rapidly changing business world of today.

Watch for details in the future about workshops on topics important to business and organizational development by Joanna Wilbee-Amis of Hob Nob Communications, Dave Lorenz from Travel Michigan and Tamela Spicer from the Johnson Center for Philanthropy.

— — —

Vickie Micheau is executive director of the Delta Commerce Center.