Overview

WAYMISH is an acronym for: Why Are You Making It So Hard...for Me to give You my Money? It represents all the slights and indifferences made by employees and organizations that lead customers to believe that you don't really want their business. Things like not listening to what the customer is saying, putting policies ahead of common sense, not attempting to resolve complaints, etc. Can you afford to create unhappy customers that take their business elsewhere? How many customers does your organization lose every day? How many were planning to give you their money but ended up leaving in frustration? It may be more than you think! And these days you can't afford to lose even one good customer. Let this unforgettable program teach your staff the attitudes and behaviors that make customers feel valued so they will buy from you again and again. Benefits: - Increases revenue by teaching staff how to avoid common customer frustrations that result in lost sales - Maximizes customer lifetime value by teaching skills that positively impact customer satisfaction - Creates positive word-of-mouth and referral business by showing staff how to meet customer expectations and practice service recovery This is not a collection of stories about stupid customer service mistakes. And it's not yet another treatise on Customer Service Excellence. It's a training book reported in storytelling style. Use these stories in brief staff and employee meetings. Be sure to have your people solve the problems. Have them volunteer answers and sug¬gest better ways to serve customers. In later company or departmental meetings, interject quick sessions on WAYMISH. Repeat examples and constant service suggestions will make your people aware how widespread the ""WAYMISH bug"" can be . . . and why no company is immune. Over time, these mini-lessons will reinforce in employees' minds how important Lifetime

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RAY CONSIDINE was a respected national and international speaker on Sales and Customer Service. Many of his clients described him as the Dean of Sales Trainers and a salesman's salesman. Ray dove into the heart of all issues with a let's fix-it, nonacademic approach. He never met a podium that could keep him way from his audiences. He walked the aisles, remembered names, and interacted as much as possible with the people he addressed.. Attendees from the many industries he spoke to immediately felt that he was one of them. His decades of hands-on sales experience with major corporations and international associations made his presentations unique, entertaining, and practical. Considine was a truly gifted Irish storyteller - who guaranteed that each and every audience not only learned, but laughed and remembered the lessons, word pictures and images he used long after the meeting concluded. He was a master speaker and trainer up until the very moment of his sudden death in 2005. Ted Cohn is one of the country's leading consultants on closely-held companies. Chris Considine, armed with a finance and marketing degree from USC has resurrected the WAYMISH message by creating a new video training package with CRM Learning, and updating the WAYMISH book with Ted Cohn.

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