Practical Insights: The journey isn't over

Practical Insights: The journey isn't over

  • Broadcast: Thursday 17 December 2015
  • Ron Mundy

Our latest Practical Insight’s webinar sees Ron Mundy, one of our expert course directors, explore the different ideas, skills, tips and techniques you need to keep your customers coming back. Your brand’s best business often comes from your satisfied customers and with the competition approaching them daily, it’s vital to retain their loyalty.

What you will learn:

  • What keeps the customer happy
  • How to go the extra mile
  • How to provide consistent levels of customer care
  • How to manage customer expectations
  • The need to under promise and over deliver
  • The importance of first impression
  • The L.A.S.T. procedure for complaint handling
  • How to make a professional apology
  • Avoiding the fight or flight reaction
  • The best practice procedure for saying"no" to customers
  • The opportunity of cross selling during customer contacts

About the Speaker

Ron Mundy
Ron Mundy CIM Course Director, CIM

Ron is a Reading-based motivator, trainer and public speaker. His credentials include twenty years of experience in both corporate and SME environments. Using this knowledge, Ron relates his presentations with many personal experiences and anecdotes, together with numerous sales and management ideas. He has worked with organisations of all sizes across the public, private and voluntary sectors, and is comfortable working with people at all levels from the board to front-line. An accomplished communications skills trainer, Ron coaches many top managers to deliver business presentations.


Ron Mundy Course Director CIM

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