Live Webinar Customer Service Excellence: Building Service Champions

01:00 PM EDT | 10:00 AM PDT | 12:00 PM CDT Duration 60 Minute

This activity has been approved for 1.5 HR (General) recertification credit hours toward aPHR, PHR, PHRca, SPHR, GPHR, PHRi and SPHRi recertification through HR Certification Institute (HRCI). Please make note of the activity ID number on your recertification application form. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org

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Webinar Includes : All the training handouts , certificate ,Q/A and 60 mins Live Webinar

Description

Free documents/Article/ebooks/sops/checklist for Attendee .
49-page e-book “Customer Service Excellence: Always Serve Extra Hot Fudge Sauce!”

The litmus test of customer service excellence is fairly simple: Is the entire company, including the front line, the support staff, the sales folks, all the managers focused on delivering a superior customer experience? Nothing else counts. The point about being service-driven is to install your customers at the heart of your operations with everyone at every level

Therefore, outstanding service is truly everyone’s business, not just the responsibility of customer service. Everyone, in every single department and at all levels, plays an important role in your customer’s experiences with your organization. Each and every person- no matter if they are on the production line, out in the field or in headquarters - must be committed to being in the “service” business.
This is why a one-time motivational campaign seldom succeeds. It takes enthusiastic employees (as opposed to indifferent or negative ones) to deliver outstanding service and customer value every single day. It takes people who are service champion. They know how to:
Perform with pride, professionalism and team spirit in everything they do.
Move from “it’s not my job” to “whatever it takes” to satisfy the customer.
Take responsibility for the customer from order to delivery to everything in between.
Delight the customer through the “3R’s” - reliable, responsive, and remarkable service.
Are your employees in sync with your company’s passion for service? Here’s how to build empowered, excited, energized service champions and strengthen the customer's long-term commitment. Build Service Champions is a fast-paced webinar for your front line and support staff supervisors and managers to make outstanding service their #1 priority.

Why you should attend

All planes are the same in the air. It is the people, primarily the front line, who interact with the passengers, which make the real difference. The way we think about service has changed. Who is responsible for service, how we achieve it and what service means are all being redefined. Leaders now recognize that responsibility for service does not reside in just the customer service department. Every employee shares this responsibility.

Customer service must be thought of as a leadership issue because of what you, as a manager, pay attention to on a daily basis. Most of the messages employees receive comes from their immediate manager as to what is important and what is not. Managers must constantly communicate that the customer’s experience is the team’s number one priority.

Do you have people who take pride in their work? Will they go the extra mile to make a sale, provide a service or take care of a problem, whether it’s their job or not? How well do they work together to create better ways to serve the customer? In this fast paced, practical webinar you will learn 5 management practices15 guidelines that build Service Champions and Lead to Customer Service Excellence.

Areas Covered

  • Identify the key factors of customer service excellence
  • Make customer focus a way of life and get everyone’s “buy-in”
  • Increase customer value– how to add extra hot fudge sauce.
  • Reinforce the “3R’s” - reliable, responsive, and remarkable service.
  • Realize the power of teamwork for customer service excellence
  • Emphasize the need for and value of “internal customer service” everywhere in the company

Who will Benefit

  • CEO’s
  • COO’s
  • Chief Learning Officer
  • Customer Service Managers and Professionals
  • VP of Human Resources
  • Chief Learning Officer
  • Directors
  • Project Managers
  • Operation Managers and Supervisors
  • Team Leaders
  • Human Resources Professionals.

Industries who can attend

This 60-minute online course is intended for professionals in the all Industry. Although not presently stated in the draft , the same guide could be used by FDA Regulated Industries personnel.


Speaker Profile

Marcia Zidle

Marcia Zidle is a board certified executive coach, business management consultant and keynote speaker, who helps entrepreneurial ventures; small to medium size enterprises and professional firms to leverage their leadership and human capital assets.

With 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, she brings an expertise in social and emotional intelligence; executive and team leadership; employee engagement and innovation; personal and organization change management

Marcia is also the host of The Business Edge, a weekly internet radio show on the business channel of Voice America Media giving practical advice to CEO’s, company owners and executive teams that are planning, or are in the midst of, ambitious growth and change.

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