People are highly social animals, belonging to many social groups, each with a distinct identity.
When you look at customer service you need to look at it from two perspectives – psychology and behavior, or personality and behavior. What’s interesting is that there are individuals, because of the social groups they spend time with, that all share common goals and interests and have a particular set of expectations. So with the individuals that you are working with today, even those consumers that are the most daunting, they have a particular set of expectations and you need to make sure that you are meeting those expectations. Watch this video for details on how to provide a seamless, consistent customer experience.
Agenda
Faculty
Drew Stevens, Ph.D.
Stevens Performance Group
- International financial educator for individuals seeking to optimize and understand retirement
- Works with individuals that grapple with finances and transforms them into wealthy professionals with the liquidity and lifestyle they desire to live with profound longevity to create a legacy
- History on Wall Street, gaining a vast knowledge of financial markets and 37 years of experience enabling him to create a holistic plan for every individual, helping to maximize income and mitigate risk while never running out of retirement money
- Well-known international keynote speaker, workshop provider, and media host
- Author of 14 books (his latest, Understanding Social Security) and over 5,500 articles to stimulate others to increase their knowledge and awareness of the financial markets
- Holds licenses in seven states enacting as a fiduciary for his clients
- NSSA certified
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