An Interactive Audio Conference
With content provided by the:

Kiplinger Washington Editors

Tuesday, August 12, 2008

12:00 PM - 1:30 PM (Eastern)
11:00 AM - 12:30 PM (Central)
10:00 AM - 11:30 AM (Mountain)
9:00 AM - 10:30 AM (Pacific)

The Manufactured Housing Institute and the National Modular Housing Council are proud to offer you an opportunity to participate in an important and timely 90-minute audio conference, "11 Things Not to Say to Your Customers," brought to you in partnership with the Kiplinger Washington Editors and featuring presenter Morey Stettner.

About "11 Things Not to Say to Your Customers"

Keeping customers happy is simple, right? Just be polite and serve the customer. Nothing could be further from the truth. Many customer interactions go awry even as customer service reps try to help.

The problem? Some statements that seem harmless are--to the customer--like waving a red flag in front of a bull. And some sensible, otherwise constructive statements--if delivered insincerely or poorly timed--can make matters worse.

In this 90-minute interactive audio conference, you and your customer service staff can gain a psychological edge and sharpen your communication skills as service expert Morey Stettner reveals the 11 traps that can sabotage your best efforts to provide exceptional customer service.

In this audio conference, you will learn:

• Why certain seemingly innocent phrases infuriate customers--and how you can revise those phrases to satisfy customers.
• How your tone of voice and pacing can make or break an exchange with a dissatisfied customer.
• Why customers often perceive attempts to calm them down as patronizing and insulting--and what you can do to avoid giving them that impression.
• That being "too efficient" can backfire--leaving the customer still stewing over a problem.
• How your internal systems, hiring practices and service training procedures can work for or against you.

You Get Expert Advice:

A professional speaker and trainer, Morey Stettner is a management and communication expert. He is the author of five business books, including The Art of Winning Conversation (Prentice Hall) and Skills for New Managers (McGraw-Hill). He has written more than 750 articles for Investor’s Business Daily, and he has led training seminars on motivating and retaining employees, customer service, and communication and listening skills.The session includes the opportunity to interact with presenter Morey Stettner in a moderated Q&A session.

Registration Fees:

Live event—per registered site: $189
Live event plus audio-CD: $229
Audio-CD only (no live event): $189

To Register, click here.

Not able to attend on August 12 and would like to order a recording? click here.

100% Satisfaction Guarantee: If you are not completely satisfied with this audioconference, just request a full refund of your participation fee—no questions asked.

How Does the Audio Conference Work?

Once you have registered, several days prior to the audio conference you will receive one toll-free telephone connection and speaker handouts. You can copy the materials and have as many people listen as your room can hold. You will be able to ask the speaker questions, very similar to the way a radio talk show works.

Questions?

Contact MHI’s conference manager, KRM Information Services, at 800-775-7654.