Live Webinar August 3 2011 – 12:00 pm – 1:00 pm EST
Duration: 1 hour webinar Credits: 1 PDU Category C Free
Sponsored by American Management Association (REP 1294)
Although the AMA is an REP this opportunity may not have a course number Contact the AMA for further information.

Your Customers Have Changed. Here’s What You Can Do About It

Customers today are picky, fickle, and vocal, and all-about-me vain. They have an enormous variety of services and products to choose from, with unprecedented access to information and reviews. And—when they receive poor or impersonal service—they talk back, avenging perceived wrongs with a voice amplified to global proportions.

During this Webcast Chip Bell and John Patterson, customer service industry veterans, analyze this revolution in customer relationships and provide a tested formula for restoring balance transforming today’s demanding customers into eager partners.

They will use real-world examples to provide powerful ways to bring harmony to a relationship that was out of whack even before the Internet revolution started.

What You Will Learn:

• Explores the fundamental shift in the balance of power between customers and service providers that has been fueled by the Internet
• Provides a tested formula for restoring balance to customer relationships
• Offers real-world stories and practical examples

While attending this program is FREE, reservations are required.

About the Presenters

Chip R Bell (LinkedIn profile) and John R Patterson (LinkedIn profile) have co written several best-selling books, including Customer Loyalty Guaranteed: Create, Lead, and Sustain Remarkable Customer Service (256 pages) – Managing Knock Your Socks Off Service (Knock Your Socks Off Series) (232 pages) – Take Their Breath Away: How Imaginative Service Creates Devoted Customers (304 pages) – and their latest, Wired and Dangerous: How Your Customers Have Changed and What to Do About It (Bk Business) – (224 pages).

Chip R. Bell is the founder of The Chip Bell Group and works both from the Dallas, Texas and Atlanta, Georgia areas. Prior to that, he was Director of Management and Organization Development for NCNB, now Bank of America.

John R. Patterson is president of Progressive Insights, a CBG alliance firm in Atlanta and brings 20 years of executive leadership experience in the hospitality, business services and real estate industries to the project. His consulting practice specializes in helping organizations around the world effectively manage complex culture change built around customer and employee loyalty.

PDU Category C documentation details:

Process Groups: Initiating Executing

Knowledge Areas: 10 – Communications

• 10.1 Identify Stakeholders
• 10.4 Manage Stakeholder Expectations

As a Category C ‘Self Directed Learning Activity’ remember to document your learning experience and its relationship to project management for your ‘PDU Audit Trail Folder’

Click to register for Wired and Dangerous: Transforming Demanding Customers into Eager Partners