Date: 9/30/2011 TO 11/4/2011
Time: 11:30 AM TO 1:30 PM

4601 N. Fairfax Drive
Suite 1200
Arlington, VA 22203

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Event Description:
Nordlinger Consulting Group: Increased Profitabilty Through Optimized Customer Loyalty
5 Week Series: Through this Optimized Customer Loyalty process, participants will increase profitability by developing the ability to more effectively manage relationships with customers and peers.

Learn: how to create positive Points of Connection in the Customer Interaction process…about your communication styles, attitudes, goal setting techniques…….and more!
Develop: a Plan of Action for increasing your skill level to connect emotionally to customers every time.
Results Include: improved profitability through enhanced customer loyalty, new customer growth, additional loyal, satisfied customers, decreased customer complaints, increased sales, customer referrals, loyal and focused staff.

This course is held for five 2-hour sessions for maximum retention and new habit formation on Fridays, 11:30 am - 1:30 pm, Sept. 30, Oct. 14, 21, 28 & Nov. 4. Please bring your lunch with you - there is a cafeteria on the first floor of the building-and nourish your body and your business mind! Critical Issues Covered Within this Process • What Do Customers Really Want? • The Value of Customer Loyalty versus Customer Satisfaction • The Role of Empathy and Effective Listening • Identifying Critical “Points of Connection” in the Customer Interaction • Developing Trust with the Customer • Managing Emotions in the Customer Experience • Effectively Managing Stress and Impulses • Developing Goals for Positive Behavior Change • Creating a Powerful “Connection” with the Customer The Results Are Measurable • Customer Loyalty • New Customer Growth • Increase Loyal Satisfied Customers • Decreased Customer Complaints • Increased Sales • Satisfied Employees • Improved Profitability • Customer Referrals • Loyal and Focused Staff


Directions:
Ballston One Office Center 4601 N. Fairfax Drive Suite 1200 Arlington, VA 22203
Two blocks from Ballston Metro!

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