Second to None Series and Complaints are Gifts (60 minutes)
Ian Brooks is Canada’s best-kept secret! His best-selling book Second to None focuses on creating customer value. Training Point has taken the essence of Ian’s message and translated it into an easy-to-use five-part DVD series.
On each programme Ian shares the secrets of Second to None. His easygoing presentations ensure that people everywhere can relate to its vital business messages.
Key learning points:
Part One – Focus on Value
In the first programme Ian looks at how we create value to sell quality not price.
Part Two – Compete on Value
Ian asks us to examine how we use value to sell quality not price.
Part Three – Through The Customer’s Eyes
Customer service is a trap. Ian explains how service just isn’t enough.
Part Four – Make Your Customers Successful
Ian challenges viewers to look at how we can help our customers succeed in their businesses thus creating real loyalty.
Part Five – Reduce The Costs and Increase The Benefits
Ian asks us to examine how we can reduce non-cash costs and increase benefits for our customers.
And as a bonus to this programme:
Complaints Are Gifts – Ian Brooks shows you how to handle complaints in a straightforward manner. His seven-step process for handling the complaining customer will ensure that what could have been a negative experience becomes a true gift to the enlightened organisation.