The litmus test of customer service excellence is fairly simple: Is the entire company—including front line and support staff, sales folks, and managers—focused on delivering a superior customer experience? Nothing else counts more, which means that outstanding service is truly everyone’s business. A recent Bains & Company survey found that 80 percent of companies believed they deliver great customer service, but only 8 percent of customers agreed. Which side is your business on?
Join expert HR consultant Marcia Zidle in this live audio event as she walks you through the essentials of customer service excellence. As Zidle says, successful and long-lived customer service can’t be taught in a one-time motivational campaign. It takes enthusiastic employees to deliver outstanding service and customer value every single day. But it is possible to align team motivation with a strong customer-focused mission—and to move employees from “it’s not my job” to “whatever it takes!”
After attending this audio event, you will know how to create and grow service champions who perform with pride, professionalism, and spirit. You’ll know how to identify the key factors that make up customer service excellence, and how to increase customer value and instill what Zidle calls “internal customer service” throughout your company. Most of all, you’ll gain a critical competitive edge.
Here is a taste of what you will uncover:
Who Should Attend
Marcia Zidle is a board certified executive coach, business management consultant and keynote speaker, who works with companies to leverage their leadership and human capital assets.
She has 25 years of management, business consulting and international experience in a variety of industries including health care, financial services, oil and gas, manufacturing, insurance, pharmaceuticals, hospitality, government and nonprofits.