If you've ever called a bank, cable company, or organization that thinks it's "too big to fail", you've probably run the customer service gauntlet: you start off with a seemingly simple request, and you call the customer service line. Once the general service rep hands you off, you're transferred to every department known to man. Further and further down the rabbit hole you fall, and each time you're transferred, the waiting room music plays longer and longer, and the person at the end of the line knows less and less about you and your problems. After the call, you've probably popped a blood vessel.
Join Bryan Horn, author of The Customer Service Revolution and founder of CS Solutions, and learn how to master the warm handoff. Bryan will teach how to develop a culture of accountability so that all members of the organization are equipped to handle customer concerns and offer quick resolutions. Specifically, Bryan will discuss:
- Why a culture of accountability is key: everyone in your organization is responsible for providing a great customer experience, not just the front line employees.
- Examples of both HORRIBLE and FANTASTIC customer interactions
- Why employee empowerment is a proven ROI and will create lasting customers of your brand
- The humanity of customer experience
Thursday, August 27 2020 11AM PST, 2PM EST, 6PM GMT