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
- Works with founders and senior leaders of middle-market organizations that struggle and transforms them into thriving businesses
- Highly accomplished senior strategic leader with proven experience to lead turnaround situations, implement change, optimize business units, rationalize workforces, operationalize revenue, revitalize processes and drive measurable financial performance for increased sales, profit growth, and customer retention
- Helps transform business professionals into abundant individuals, create a better lifestyle, longevity, higher levels of liquidity, and leave a lasting legacy
- Author of 14 books and over 3,500 business articles
- During his 37-year career, has aided organizations gain over $11B in new revenue
- Passion for sales is well known as he has coached thousands internationally while also creating several accredited university sales programs
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