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Service Blunders and Fixes

Exclusive Webinar: How to avoid some of the most common
customer service mistakes to boost revenue



September 15, 2009 - It’s surprisingly easy to blunder into a mistake that can lose a customer, not just today but forever—and not just this customer, but everyone who hears her story or reads about it online. 

Now, in a fast-paced UpSell Training (www.upselltraining.com) 30-minute Webinar, learn about the biggest Service Blunders and Fixes and make sure your people are getting it right. The Webinar will be Thursday, September 24, from Noon-12:30pm ET (9-9:30am PT). 
Price: $69.

Click here to register: http://www.upselltraining.com/webinar.htm

Course Outline

  • Understand the top service blunders made in person and on the phone
  • Learn how to build lasting relationships with customers 
  • Get your staff to commit to customer service skills 
  • Find out how to get to “yes”
  • Create an Action Plan to implement the skills
What It’s About

How about a horror story? We all have them, don’t we? This one happened as I was about to meet with some company managers to plan an upcoming seminar. I asked the receptionist what room we were using for the meeting. She scanned a clipboard on her desk.
“You aren’t on the list.” 
“What does that mean?” I asked.
“You don’t have a room reserved and can’t have a meeting,” she replied, her voice cool and her eyes cold. 
“We have 10 people coming for the meeting in about 15 minutes. Do you have a meeting room available?”
“Yes.” 
“Is it available for the next hour?”
“Yes.”
“May I use the room and we can figure out the details later?”
Of course not. Fortunately, brighter minds intervened and we got our meeting room.

We’d all score that one a 1 on a 5 scale (if zero weren’t an option). What scores does your hotel get? Solid 5’s? Research by the Disney Institute suggests that if your customers and guests aren’t giving you a 5, you have a 70% chance of losing them. And—most frustrating—most unhappy customers never complain to you directly, so you don’t know and can’t fix it.

At the end of this 30-minute Webinar, you’ll know how to spot the signs. You’ll learn how to fix a blunder. And we’ll show you how to spot-check your people to keep them on their toes.

The Presenter

Maryellen Ferring and UpSell Training have built a worldwide fan club, using a distinctive high-energy, fun teaching style, to show thousands of sales people how to increase revenue for their companies. 

Maryellen brings to UpSell Training more than 30 years in the hospitality industry, including 18 years as a general manager at Four Star/Four Diamond properties, such as Bel Age in Los Angeles (now called the London West Hollywood) and The Dunhill in Charlotte. She also managed properties in Aspen, Colorado; Maui, Hawaii; San Luis Obispo, California; and Traverse City, Michigan.

Before forming UpSell Training, Maryellen was one of the original trainers for Signature Worldwide and served the company for more than 10 years. Her business cards carried a number of titles, including vice president and international trainer.

She holds a Master’s Degree in Consumer Affairs and is both a Certified Hospitality Administrator and Certified Hospitality Educator. 

Questions about the seminar? Contact Maryellen at 602.279.4720 or e-mail her at Maryellen@upselltraining.com

Also, look into UpSell Training’s Mystery Shopping program (http://www.upselltraining.com/mystery.htm) to increase your telephone sales success.

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Contact:

Maryellen Ferring
525 West Monte Vista Road
Phoenix, Arizona 85003 USA
602.279.4720
www.upselltraining.com

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