Raising the Customer Service Bar

Event Phone: (717) 939-1781

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  • October 4, 2018
    9:00 am - 12:00 pm

This half day seminar is open to all company employees who regularly interact with customers.

So, we all survived this winter’s record smashing cold spell and extended cold that followed. We rose to the challenge with sometimes heroic effort and served our customers well. But for many of us, not without serious bumps in the road.  So now what? What did we learn? What can we do different? What can we do better?

Registration fees include the following complimentary items:
Lunch will be provided at conclusion of class

Our Instructor: Ed Cardell is Warm Thoughts’ senior marketing consultant, bringing a wealth of industry management, leadership, and expertise to the company as well as to his individual training and consulting clients. Prior to joining Warm Thoughts, he was the general manager of one of the country’s most progressive and diversified fuel companies. Ed works with companies who want to grow their business, improve their operational performance and create a structure for success in the ever-changing energy landscape.

Learn More – View Flyer

Raising the Customer Service Bar will cover:

The mission is actually to make the phone “not” ring. The more products and services a customer buys from you, the more automated their services are, the more loyal they become, and the less likely they are to call you needing help. This session will teach your front-line customer service team how to manage conversations that will champion your offerings. Employees who attend the morning session will learn.

  • How to communicate the benefits of budget plans, automatic delivery, and service agreements. With them, our customers are less likely to run into payment problems, run out of fuel, or have their equipment break down.
  • How to talk to your customers about conducting more business on line. Collecting email addresses, moving customers to on-line ordering, bill paying, and account management.
  • How to recover from a run-out and turn a negative experience into a win. Reacting to a customer after failing them can make all the difference when it comes to customer loyalty. What we say matters.
  • Their role in using social media, texting, and email to get key messages to your customers.
  • Understand the steps to selling. It’s more than just Hello.
  • Managing the conversion discussion. Higher priced fuel and runouts have some of our customers looking at Natural Gas as an option. Identifying and answering the “hard questions” when faced with losing a customer.


Sands Casino Resort, 77 Sands Boulevard, Bethlehem, Pennsylvania, 18105, United States

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