Customer Service Abstract

Why Should You Attend:

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.

Areas Covered in the Webinar:

• The rationale for customer service
• How upper management and the Mission Statement can make or break a service culture
• Who are your customers, really?
• Do you, and your team, have the right attitude?
• How do you get your people to deliver consistently great customer service?
• The importance of customer service protocols. What are they? And how do you hold your people accountable?
• Handling complaints with LAESI (Listen, Acknowledge, Empathize, Solution, Implement)
• What to do when YOU are getting angry or burned out

Who Will Benefit:

• Employees
• Managers / Supervisors
• Existing Managers wanting to enhance their leadership skills
• Future management candidates
• Human Resources Professionals

Barbara Khozam
Founder, Barbara Khozam Speaking and Consulting

As the founder of Barbara Khozam Speaking and Consulting, Barbara is an internationally recognized speaker and trainer having delivered over 1700 presentations to 75,000 people in ten countries 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 27 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.

In 2014 Barbara was the 14th woman in the world to be honored by Toastmasters International with their elite Accredited Speaker designation for “outstanding platform professional speaking.” Only 81 have earned the award in 145 countries.

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