Identify engagement behaviors you can use to lead your customer service team to success.
Many customer service departments are little more than complaint departments. A consumer has been disappointed with a brand to the point they need to speak out, too often when they speak out they are treated as a burden rather than a source of insight. Customer service has evolved beyond call centers and scripts. Customers who encounter a positive social customer experience are three times more likely to recommend a brand. With omnichannel communication, consumers expect more from customer service than ever before. Many brands and customer service managers do not understand how to leverage the wealth of data they accrue from the consumer. This information helps the people responsible for customer service teams to understand how first to create a team of consumer concierges and empower them to resolve issues and turn an 'Ow!' moment into a 'Wow!' moment. Learn the core elements of a successful customer service team. Failing to train customer service teams in a culture of caring results in bitter employees and frustrated consumers. Bad customer service cost businesses approximately $62 billion last year alone. This information is critical for customer service managers and leaders to ensure their customer service team is providing concierge-level service for each guest.
Agenda
Faculty
Larry Johnson
Johnson Training Group LLC
- Johnson Training Group LLC
- In-demand speaker and organization culture expert
- Has presented more than 300 webinars for various clients and has delivered more than 2,000 presentations for association conferences, corporations, and government organizations, in-cluding SHRM (Society of Human Resource Management), Harley-Davidson, and Training Magazine 2020 Conference & Expo
- Co-author of two top-selling books, Absolute Honesty: Building a Corporate Culture That Values Straight Talk and Rewards Integrity and Generations Inc. — From Boomers to Link-sters — Managing the Friction Between Generations at Work
- Wrote for Huffington Post, has been quoted in the Wall Street Journal and the Harvard Busi-ness Review, and has been interviewed on CNN
- Has written more than 200 published articles on the topic of improving organizational culture
- Certified Speaking Professional (CSP) from the National Speakers Association
- M.A. degree in counseling psychology, Northern Arizona University; B.A. degree, Arizona State University
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