Are your customers loyal to your organization? More than 70% of what makes a winning customer experience is the behavior of frontline employees. Great behavior doesn't happen without inspiration and accountability, and that requires a bottom-up approach - not the typical top-down corporate method. This workshop will teach you how to ensure your employees are enthusiastic promoters of your organization, a sentiment that will resonate with your customers as well. Participants will learn to: Make genuine human connections. Listen and communicate with empathy. Discover the real "job to be done" for customers and employees. Follow up to learn how to improve and resolve concerns. Give and receive feedback that builds people up. Inspire the team to share their best thinking and ideas. Run effective loyalty team huddles. Engage Your Team to Win the Heart of Every Customer!
Speaker(s): Kevin Fort, CAC SBDC Center Director and Monica Shumway, CAC SBDC Business Analyst
Fee: No Cost
Customer Service Workshop.Flyer.10-12-18.pdf