"... 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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Customer Service for a Social Media World
Techniques Designed To Delight Your Clients For Retention and Growth
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Presented by Susan Hoekstra
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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.
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Can't make it to the webinar? As a paid registrant, you receive the flash recording of the webinar even if you are unable to attend.
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Suggested Attendees: Managers, with their employees, to jointly learn the art of delivering excellent customer service.
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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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