This webinar is about how to deliver exceptional customer service, the easiest and inexpensive way to build your business. Knowing how to transform customers into loyal raving fans is a simple but important concept that many businesses neglect or don’t understand.
You know that delivering great customer service is important to your bottom line. However, many businesses spend most of their marketing budgets on developing strategies to influence customers to call, click, or visit. Very little is spent on teaching employees how to connect with customers when they reach out. Subsequently, most businesses don’t actually KNOW what customers truly think or expect. Compounding this problem is the prevailing misconception among many managers or business owners who think that if they don’t receive complaints, business must be running smoothly AND customers must be happy. Right? Wrong! Successful companies consistently and persistently communicate with customers on a two-way street to ensure that they deliver exactly what customers want and expect. If you KNOW customers’ expectations, you can meet and exceed them—the secret to exceptional customer service.
You Will Learn How To
- TRAIN your employees to deliver excellent service by holding them to a high standard of personal responsibility and accountability.
- LEAD by example. Exceptional service starts at the top of the management ladder.
- DELIVER excellentl customer service consistently—every time, with every customer.
- KNOW if your customers are simply satisfied or truly Wowed. What do they expect?
- DIFFUSE irate customers in 30 seconds or less.
Who should attend
- Front line staff
- Managers and Supervisors – New and Senior
- Team Leaders
- Small Business Owners
- Human Resource Professionals
- Anyone with customers
Presenter – Barbara Khozam
As the founder of Barbara Khozam Speaking and Consulting, Barbara is a nationally recognized speaker and trainer having delivered over 1000 presentations on Customer Service, Leadership, and Communication. Her audiences include employees of Xerox, Symantec, Verizon, and the FBI to name a few. Known for her “High Energy/High Impact” delivery, outrageous wit, and ability to tackle real issues posed by her audience, she has been the recipient of dozens of awards for Sales Achievement & Outstanding Trainer Ratings. Barbara is the author of How Organizations Deliver BAD Customer Service (And Strategies that Turn it Around) and the co-author of The Power of the Platform, and Executive Etiquette Power.