The customer is always right. Sound familiar? Just a quick peek at any organizational structure and you’ll see positions like customer experience manager or chief customer officer. And it’s true, you are nothing without a customer base. You don’t exist. Now consider this. What if you don’t have any employees? Or even worse. What if you have employees that don’t believe in your vision or have that fire in the belly to strive for continued excellence? Ask a customer speaking to someone at that company versus an employee-centric organization and I can assure you that you will hear two very different tales.
This slide deck helps the persons responsible for internal and/or external customer service to understand how first to establish the employee as a key customer and stakeholder. With that shift in mindset, it opens up a fresh new approach to the term the customer is always right. The customer comes in many forms. We’ll explore best practices for driving internal customer satisfaction, review effective strategies for connecting the internal service to the external experience and look at how social media has been a game changer in organizations’ continual goal of improving the customer experience.
Agenda
Faculty
Stacy Lowman
- Seasoned training and development, human resources and communications professional
- Conducts regular seminars and workshops on a far-reaching set of business topics within areas of expertise (HR, training, call center, virtual workplaces, and corporate communications)
- B.A. degree in communications, University of NC at Greensboro; completed a mini M.B.A., management certification, Rollins College
- Can be contacted at [email protected] or on Twitter® @StacyLowman
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