Customer Care-The Eight Upside Down Rules to Grow Customer Satisfaction
Every business needs customers to survive. For a business to thrive, however, the art of keeping customers must be mastered. Excellent customer care requires us to go against many communication practices we were taught by our parents and teachers. This discussion oriented session will examine eight of the core rules of customer care that go against our life-long teachings and why it is vital to take these rules and turn them upside down.
Whether you are a corporate trainer with the "Company" as your customer, an independent consultant with the Companies that contract your services as your customer, or a Customer Service Professional you will find value in this interactive training that defies all logic and all the RULES of Customer Service.
WILLIAM E. (BILL) LATTA
President, Focus on Performance, LLC
WILLIAM E. (BILL) LATTA, President, Focus on Performance, LLC, is a native of North Carolina. He received his BBA degree from Wake Forest University in 1971. After two years in the Navy, Bill attended graduate school at the University of North Carolina where he earned his MBA.
He joined Metropolitan Life in Atlanta, GA. in 1975. During his almost 20 year career, he progressed steadily to the position of Marketing (Sales) Vice President where he had responsibility for all personal lines insurance sales in Virginia, North Carolina, South Carolina, Tennessee and Kentucky, comprised of over 60 offices and 700 sales representatives.
In 1995, he joined AAA Auto Club South as Director of Life & Health Insurance Sales. During his 18 year career, Bill held a number of positions of increasing responsibility, retiring from AAA in July, 2013 as the Senior Vice President, Motor Club for The Auto Club Group, which is the second largest Club in the AAA Association, serving over 8.9 million members.
Examples of areas of responsibility at various times during his AAA career, in addition to his responsibility as the life/health insurance general agent, included executive oversight of membership product, pricing and sales; member car buying services; banking product and credit card sales; member savings programs; attraction ticket, hotel and travel merchandise sales; the member-services call center and the marketing department. While VP of Marketing, Bill was also the publisher of the AAA Member magazine, Going Places.
After retiring from AAA, Bill formed Focus on Performance, LLC, where he uses his 35+ years of experience to help others reach their goals. As an executive coach, consultant, speaker and trainer, he specializes in working with professionals in sales, sales management and marketing to close gaps between actual and desired results.
Bill and his wife, Jacki, reside in Tampa, Florida. They have two sons and four grandchildren.
Contact Information: Phone 813-728-2671
At IHOP (813) 288-8828 ihop.com 4910 W Spruce St, Tampa, FL 33607 Cross Streets: Between N West Shore Blvd/W Boy Scout Blvd and N Obrien St
OUTLINE OF EVENT TIME FRAME:
Arrival and Networking 11:15 t0 11:30 am
Speaker introductions breakfast/lunch orders 11:30 am - 11:40 am
Speaker Presentation (with food) 11:40 am - 12:45 pm
Closng Remarks 12:45 pm - 1 pm
Networking following event
Disclaimer: While we do anticipate a sold out event for each Smart Start, events that do not have a minimum of 10 paid registrants, prior to the deadline, will be canceled. Registration deadlines are 72 hrs. before the scheduled event. Full refunds will be issued should a cancellation by ASTD occur.