Training
Provided by Business Expert Webinars
Techniques
Designed To
Delight Your
Clients For
Retention and
Growth
Customers are more demanding than ever and with social media; it's never been easier to share their customer service experience with the world. The question is whether that message is positive or negative. And customer satisfaction isn't just about keeping clients. Satisfied clients buy more services, provide references, and serve as a referral. How do you create client delight?
Susan
Hoekstra, customer service strategist and author of the widely acclaimed book 'The
Service Journey,' helps companies deliver customer service experiences to drive retention and growth. She teaches you how to get inside the mind of your customers so you deliver an experience that delights them to levels where they could never think of using your competitors. You'll be prepared to provide customer service in ways that will knock their socks off and reap the benefits of a satisfied clientele.
In this webinar, you'll learn how to:
Differentiate yourself from your competitors through your delivery of customer service
Identify the triggers that set-off customers and how to avoid these booby traps
Avoid the expressions that drive customers nuts and the ones that cause them to fall in love with your company all over again
Change from being reactive to proactive in your delivery of customer service
Handle tough customers who have valid, as well as invalid, complaints
As an added bonus, you will receive
Susan's white paper on customer service techniques that delight to help you implement the teachings in this webinar.
Susan Hoekstra is a customer service expert, author of The Service Journey, a client experience strategy book, and is owner of Susan Hoekstra & Associates, a service consulting firm focused on the client experience. Susan is an experienced senior manager, customer service presenter, trainer and client experience consultant who spent the past 25 years working with multi-sized, fast-paced, highly volatile companies in various industries. Over the years, she has developed a penchant for developing service strategies that positively impact the clients' experience and that drive growth and value to clients, employees and shareholders.
| This is primarily webinar training |  | Contact Business Expert Webinars for more information |
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| Training Presented in: | English |
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