Overview:   
If you believe you can passively listen and expect your customers to tell you everything you need to know to help satisfy their needs... you’ve made a fatal error in customer satisfaction. The people who get the lowest customer satisfaction scores and miss selling opportunities play a passive role with their customers.

This is a hands-on course that will improve your skills from 20% to 100% with internal and external customers, people in your personal life and in your career. You will gain keen understanding of the best way to uncover and satisfy your customer’s needs.

How You Will Benefit:

• You will walk away with practical skills on how to…
• Develop strong relationships with difficult customers.
• Uncover your customers most important needs.
• Communicate effectively and efficiently with each customer type.
• Uncover selling opportunities.

Course Overview:

• Establish a base level of skills through an opening exercise
• Develop questions that establish credibility and uncover your customer’s critical success factors
• Enhance your listening skills
• Understand different customer styles and how to effectively communicate with each style

Who Should Attend:
Professionals who communicate with customers.

Cost:
Half-day course
Cost: $195 per student for OBA members and $235 for non-members (includes class, all class materials, and snacks)

***10 % Discount for all students who register for all three of Scott Olsen's classes: Effective Negotiation Skills on 3/5/10, Customer Satisfaction Skills on 3/11/10, and Effective Presentation Skills on 3/18/10***

Instructor:  Scott Olsen
Scott Olsen founded The Olsen Group in 1999. Scott brings a combination of accomplishment and understanding of business matched with success in training individuals and groups.  After completing his undergraduate work in Economics at the University of Washington, Scott has developed innovative training methods throughout his career that produce dramatic increases in productivity and customer satisfaction.  With a combination of skills and knowledge, Scott successfully advances management, leadership, sales and interpersonal skills. He tailors each session to the particular needs of the group in which he is involved.

In addition to training, Scott provides personal career development for individuals and groups.