"... engages her audience and always leaves them wanting more of her time. We all left the events with ideas for enhancing our own service excellence skills as well as helping others do the same."
-- Trina M.
“Susan is a person who presents innovative ideas with enthusiasm and conviction. She is an excellent leader and facilitator.”
-- Leona K.
“Susan is very inspirational, always upbeat, and very good at helping us find appropriate and creative solutions to our challenges.”
-- Fran C.
"Susan is a great presenter, engages the audience, speaks directly to the service issues with concrete and constructive solutions, and inspires others to deliver great service."
-- June H.
“What a super talent! When it comes to understanding the customer and building a reputation for the firm, Susan is the expert.”
-- Bill C.
“What a super talent! When it comes to understanding the customer and building a reputation for the firm, Susan is the expert.”
-- Bill C.
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Advanced Customer Service Planning for Services Firms
Align Your Firm’s Service Delivery With The Desires of Your Clients
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Presented by Susan Hoekstra
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According to the American Society of Quality, 68% of clients leave because of an attitude of indifference from a company employee. Excellent customer service doesn't happen by accident. It is designed, planned, and scripted to account for every aspect of the customer service experience. Most services firms cross their fingers and hope that their clients are satisfied … only to find out that they aren't, as they leave for the competition. Not only don't dissatisfied customers buy other services from you, they don't provide referrals either…and they tell others not to do business with you either. All of this can be avoided with a customer service plan aligned with the desires of your clients.
Susan Hoekstra, customer service strategist and author of the widely-acclaimed book "The Service Journey," helps companies design a customer service program that not only focuses on retention, but also revenue growth. She teaches you how to analyze your customer base so you focus on what matters most with your customers and techniques to ensure your employees share your service commitment. You'll be prepared to design and implement your customer service plan to keep your clients satisfied.
In this webinar, you'll learn how to:
• Assess the customer service elements most important to your clientele
• Establish performance standards and measurements for your customer service program
• Communicate with all of your employees about the importance of customer service and their role in shaping the experience
• Teach your employees to deliver proactive customer service so they wow your clients
• Design a service recovery and escalation plan for when issues occur…because they will happen
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Suggested Attendees: Business leaders responsible for the customer service experience
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| About the Presenter: |
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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. |
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