World Expert and President of the Professional Speakers Association gives Surrey’s Disability Challengers Business Club secrets of super-charging your customer service

Surrey, 4^th November 2011. Derek Arden, the world expert on business strategy, last week revealed the secrets of delivering excellent customer service.

Arden, also the President of the UK Professional Speakers Association, was addressing an exclusive seminar for the members of the Disability Challengers Champions Business Club.

“First impressions are everything in customer service and receptionists should be made Directors of First Impressions. With positive energy and enthusiasm you will always have the edge over someone with a negative attitude.

“Do you know how long it takes to make a first impression? 1/30,000^th of a second in woman and 1/10,000^th of a second in a male which is how fast our reptilian brains assess a situation.”

16 members of the Challengers Champions Club were being treated to a Bonus Seminar as part of their subscription for three exclusive seminars and a gala supper held in September and featuring guest of honour, with Kate Adie.

Arden went on to list the keys to excellent customer service as:

• • Attention to detail and personal touch to show you care
• • The smallest thing can make the biggest difference, for example, sending birthday cards to clients
• • Make your clients feel special
• • Everything starts with the first impression
• • Remember the Virgin adage on the side of one of their jumbo’s: You Never Forget Your First Time
• • Hire attitude not skills (as you can train staff in skills)
• • Hire energy
• • Under-promise and over-deliver

Mady Hatton, fundraising and communications manager at Challengers, said: “Derek’s advice today was terrific. Very clear, compelling and practical.”

Nick Richardson, partner at rhw solicitors in Guildford, and a member of the Club, said: “I learned a lot and can put these lessons into immediate practice, which I’m sure will make a difference.”

For more information about Disability Challengers Champions Business Club, please call Mady on (01483) 23 00 60 and visit www.disability-challengers.org

Derek Arden is at action@derekarden.co.uk

For all media enquiries please call PNPR on (01483) 82 44 58 or visit www.pnprltd.com

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