A timely new training resource from noted author and trainer Lisa Ford is now available through the Mike Molino RV Learning Center, according to a press release.

“Customer Service Strategies that Work – How to Create More Loyalty in a Dynamic Competitive Marketplace,” is a DVD training video featuring Ford, who was the highest rated speaker at the 2007 RV Dealers International Convention/Expo. This is her latest title to be added to the RV Learning Center Catalog.

Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change.

In this content-rich training, front-line team members will learn practical skills and proven systems for improving customer service at every touch point, all along the cycle. They’ll gain numerous hands-on techniques including – how to listen attentively, uncover customer needs, calm down angry customers, win back disgruntled customers, handle conflict, and keep an attitude of ‘customers first’ all day.

The 125 minute DVD covers:

  • How to positively change customer perceptions
  • Seven essential habits of effective customer service
  • Calming down angry customers and getting to logic
  • Listening techniques that really make a difference
  • Maintaining an upbeat attitude no matter what

Ford’s other materials available through the RV Learning Center can be found in the online catalog. Visit Ford’s website for more information, www.lisaford.com.

RVDA dealer members can go to the Learning Center online store to purchase the training DVD, “Customer Service Strategies that Work – How to Create More Loyalty in a Dynamic Competitive Marketplace,” for $59.95. For all others the price is $89.95.