Engaging and Retaining Customers

Event Status: Open

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Presenter:

Elaine Angelo
Performance Consultant

A performance consultant with ProKnowledge, LLC, Elaine has 26 years of experience leading human resource and staff development initiatives in a variety of organizations, including Fortune 500, non-profits, member associations and family-owned businesses. She has developed and implemented programs that enhance employee engagement, promote internal advancement, build essential business and people skills, and recognize employee performance.

Through her experience with 13 mergers and acquisitions and three start-up ventures, she understands the development needs of employees who are challenged by an ever-changing landscape. In addition to the design, development and delivery of a wide span of professional development courses and HR topics, Elaine is an expert facilitator who shares her talents at team building sessions, retreats, conference workshops, professional panels, and executive coaching consultations.

Who Should Attend:

Customer Service providers and/or supervisors

Session Objective:

This course is designed to introduce participants to ten (10) customer service standards that are essential to meeting customer needs while ensuring positive “moments of truth” that cement customer loyalty. Scenarios are included to provide the opportunity to practice the standards. 

At the end of this course, participants will be able to:

Describe the three (3) components of branding

Define “Moments of Truth” and their impact on customer loyalty

List the ten (10) Customer Service Standards and practice using them in various customer service scenarios

Explain effective phone etiquette when handling customer calls