Operations

Sharpen Your Customer Service Skills At The 2013 ILCT Show

Posted on November 27, 2012

LAS VEGAS — Limousine operators are just as much in the service industry as they are in the transportation industry, so the National Limousine Association has assembled a series of educational sessions focused on the service part of the business at the 2013 International LCT Show at the MGM Grand Hotel & Casino in Las Vegas, Feb. 5-7, 2013.

Karen Purves, a popular and dynamic speaker at the 2011 and 2012 International LCT Shows, returns in 2013 with a seminar on how to use clear communication to improve connections with clients and employees.
Karen Purves, a popular and dynamic speaker at the 2011 and 2012 International LCT Shows, returns in 2013 with a seminar on how to use clear communication to improve connections with clients and employees.

On Wednesday, Feb. 6, operators will be able to attend:

Driving Sales Through Exceptional Service
Presenter: John Rodgers, Dale Carnegie Training

Time: 8:00 a.m. — 9:20 a.m.

This session will examine the transition that occurs between meeting a client’s initial expectations and guiding them to additional purchases, and provide practice for making the transition to new sales smoothly and comfortably by anticipating the customer’s needs, honestly seeing their point of view and recognizing the specific solutions operators can offer.

Driving Customer Loyalty Through Complaint Resolution
Presenter: John Rodgers, Dale Carnegie Training

Time: 9:30 a.m. — 10:50 a.m.

This seminar will explore the various causes of complaints; identify ways to neutralize the negative attitudes that often accompany them; and present a process that addresses both the emotional and logical elements of customer grievances. Operators will discover that effectively resolving complaints is actually a way to reduce stress, build relationships, and improve customer loyalty and retention.

On Thursday, Feb. 7, operators will be able to attend:

Smart Talk! Tactics for Preventing Customers — and Employees Too — From Jumping Ship
Presenter: Karen Purves, Innovative Impact

Time: 2:10 p.m. — 3:30 p.m.

Attendees will learn to identify new solutions to accelerate their connection with others, reduce uncooperative responses and increase the likelihood of forming and sustaining trust-based relationships. Simple and concrete tips will help operators generate greater loyalty among clients and retain staff.

To register for the 2013 International LCT Show, the industry’s oldest and largest trade show, please click here.

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