National customer service expert to speak at PF chamber event

POST FALLS — When Bill Drury refers to having a passion for service, he isn't necessarily talking about the volunteering kind of service.

Drury, a customer service expert from Texas who has spoken at workshops across the country, will speak during two Post Falls Chamber of Commerce presentations on Oct. 22 at the Jacklin Arts and Cultural Center, 405 N. William St.

"I'm raising the flag and bringing attention to how incredibly important customer service is to companies' bottom lines," he said. "I want people to get excited about investing in this and see that this is worthwhile of time."

The identical presentations will be held from 8 to 11 a.m. and from 1 to 4 p.m. Cost is $129 for each chamber member or $119 for chamber members of five or more. Cost for non-chamber members is $149 each.

Drury, a former national training consultant for the Zig Ziglar Corp., is noted for his humorous and enthusiastic presentations.

"Bill is a great presenter and very motivating," said Pam Houser, CEO of the Post Falls Chamber of Commerce.

In his workshops titled "A Passion for Service," Drury will cover:

• Who really signs your paycheck

• Staying motivated

• Making a great first impression

• Creating a vision for service

• Communicating respectfully to every customer

• Personalizing your service

• Listening

• Handling irate customers

• Overcoming stress and burnout

• Handling the 10 most-difficult customers

Drury said most people believe that a firm handshake is the top way to make a great first impression, but actually eye contact is more important than the handshake.

Enthusiasm is a huge part of excellent customer service, he said.

"I've never met an effective leader who is a whiner," Drury said.

The workshop will involve a role-play portion on how to handle an irate client.

"If people are laughing, they're learning," Drury said, referring to his goal of keeping the workshops light-hearted. "If we have patience and self-control, those irate people can become one of your best customers."

Drury said it's customers who signs paychecks.

"Don't let the customer become an interruption in your busy day," he said.

Drury said seven of 10 customers who stop doing business with a company do so because of the way they were treated on the first contact.

To register or for more information, call 773-5016 or visit www.postfallschamber.com.