Growing Sales through World Class Customer Service


Outstanding service starts with solid relationships, and there are principles you can follow to maintain professionalism and strengthen relationships with customers. You also need to have a process to resolve complaints, ensuring that you deal with the emotional and practical aspects of each customer’s issue. While basic telephone courtesy is a must, the finer points are often missed and can make a big difference.

In this interactive, one-hour webinar, you will be given a simple yet effective eight-step process for resolving complaints, as well as some key guidelines to follow in dealing with challenging customers. You will also learn the five approaches to engage customers and build loyalty, and a useful process for gaining customer referrals without being pushy or aggressive.

After registering, you will receive a confirmation email containing information about joining the webinar.

12:00 p.m. EDT

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About the speaker 
Jackie Regan

Ms. Regan is responsible for business development and delivery of Dale Carnegie Training for customized corporate and standard public program work. She is certified to deliver all Dale Carnegie programs, and is a Master Trainer for developing Live On-Line Trainers. Ms. Regan has more than 25 years of experience with a diverse client base in both a design and delivery capacity. Her professional focus is on solutions that effectively enable stakeholders to execute on their mission. Her client base consists of automotive manufacturing, engineering, transportation and logistics, agri-business, financial services, government agencies, technology and professional firms. Ms. Regan’s delivery experience includes organizations such as the U.S. Patent and Trademark Office, Air Force Personnel Center, Boehringer-Ingleheim, Chrysler Canada Inc., John Deere, General Dynamics Land Systems, SAP Software & Solutions, Sunoco Inc., Symantec and Verizon.

Dmitry Zolotykh

Mr. Zolotykh is Director of Marketing and Operation for Performance Training Associates, a franchise for Dale Carnegie Training, Inc. Dmitriy, whose first Dale Carnegie experience came during college when his friend introduced him to Dale Carnegie’s diverse offerings, has been with the company since January 2010. Dmitriy is responsible for promotional email marketing, fostering relationships with new clients, growing the client database, and managing daily operations within the office. As part of his job, he builds specialized programs for clients and helps implement those programs by training clients. His ability to customize or tailor a program to the needs of the client is regarded by others in the office as exceptional. His clients enjoy working with him from start to finish on a project that he designs. “I enjoy operations and seeing a project from start to finish,” says Zolotykh.

Dmitriy is a graduate of the Dale Carnegie course, High Impact presentation course, and the Leadership Training for Managers course. Dmitriy is a Certified Trainer, and Live Online Certified Producer – one of about ten in the world.