"... 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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Use Customer Service to Win Loyal Clients
Differentiate By Making Client Satisfaction Pervasive Throughout Your Organization
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Presented by Susan Hoekstra
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When service is blasé, price becomes the decision driver for customers. If you aren't committed to delivering a high-level service experience, be prepared for a never-ending price war that slashes your margins. Today's marketplace demands that companies deliver consistent, stellar service to retain their existing clients and attract new ones. The service your customers experience will differentiate you from your competitors. The question is... will it make them more loyal or send them running to the competition?
Susan Hoekstra, customer service strategist and author of the widely acclaimed book "The Service Journey," helps business leaders differentiate their company through the customer service experience. She teaches you the critical steps to developing a corporate culture founded on delivering a service experience that drives client retention and new sales. Put your competitors on notice as you are going to grab market-share by delighting your clientele.
In this webinar, you'll learn how to:
• Create a vision and commitment to deliver high-level service
• Assess your organization's structure to ensure it is best aligned to deliver on your service commitment
• Develop a rewards and recognition program to ensure your employees deliver customer service the way you want
• Hire employees that share your service values
• Solicit input from your clients on your service performance … so you can deliver the experience they expect
• Establish service performance measurements that matter … and use them to make changes the will boost revenue and profits
As an added bonus, the first 20 registrants will receive an autographed copy of Susan's widely acclaimed book, "The Service Journey."
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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. ... read more |
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