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Assigning Accountability in the Customer Service Department: Generate More Revenue and More Customers

Holding yourself and your employees accountable is necessary when it comes to serving customers.

Accountability in the workplace is something every company wants to have because it's known to have a clear link to higher work performance. It also results in improved competency, commitment, moral and job satisfaction. The lack of accountability can have the opposite results. This is true in the area of customer service and will cost you customers and money. Companies have a 70% chance of selling to existing customers, while the probability of selling to a new prospect is only about 10%. Studies have also shown that people are more likely to pay more if they receive great customer service. People that have a negative customer service experience are only 40% likely to be repeat customers. Clearly, good customer support leads to stronger loyalty among clients, while bad customer support can cause people not to purchase, cease patronizing a business or drive them to a competitor. Satisfied customers are valuable sources of referrals. Aligning accountability in the customer service department means all employees are responsible for their actions, behaviors, performance and decisions. This topic will demonstrate that having engaged and willing employees are first in line when it comes to achieving excellent and consistent customer service within your business. When you combine product knowledge, engaged employees and accountability, your businesses' customers will be taken to the next level.

Runtime: 65 minutes
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Conceptions of Accountability

  • Transparency
  • Liability
  • Controllability
  • Responsibility
  • Responsiveness
  • Trust

Building an Environment of Trust

  • Focus on Solutions
  • Build Confidence
  • Demand Honesty
  • Foster Partnerships
  • Create Interdependent Teams

Accountability as Part of Organizational Culture

  • Defining Goals
  • Building Consensus on What Accountability Means
  • Accountability Consequences
  • Providing Development Opportunities
  • Accountability Wins and Failures

Aligning Customer Service With Accountability

  • Viewing the Customer Experience as a Whole
  • Being Accountable in Putting the Customer First
  • Anchoring Accountability by Sticking to Values and Principles
  • Aligning Your Teams Conceptions About Accountability
  • Showing Them How It's Done
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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Course

This course was last revised on November 12, 2020.

Call 1-866-352-9540 for further credit information.

MP3 Download

No credit available.

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Why Lorman?

Over 33 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Larry Hammond, Sr.

Larry Hammond, Sr.

V1H Consulting

  • Principal with V1H Consulting
  • Through his workshops, strategy sessions and keynote addresses, he focuses on helping organizations that are stuck in the way it has always been done, thinking without ever achieving true satisfaction, to transform
  • By producing an organizational culture that creates a contagious leadership environment, he helps them to achieve maximum performance, increase employee retention, and heightened employee engagement
  • More than 20 years of senior leadership, coaching, training and development experience
  • Mentor in business, marketing, sales, human resources, entrepreneurship and leadership in public agencies and community organizations
  • Facilitated management and employee feedback sessions
  • Coaches leaders and managers in public and private industry around team building and culture development
  • Developed, delivered and evaluated a variety of training seminars, including, customer service, change management, strategic planning leadership development and public speaking
  • Provided leadership training to Leadership Pasadena, a leadership program that empowers, inspires and connects leaders who strengthen a diverse community
  • Designed, developed and delivered management and leadership programs for managers in the public, private and nonprofit sectors that helped clients improve employee and organizational performance
  • Certified in Managing Organizational Change (MOC)
  • 34 strong certified strengths coach
  • M.A. degree in public administration, The Tseng College; graduate, international, at California State University, Northridge; B.S. degree, Clark Atlanta University, Atlanta, GA; also completed graduate courses in public administration from Catholic University, Washington, D.C. and in information technology, University of the District of Columbia
  • Can be contacted at 626-379-4108 or [email protected]
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Why Lorman?

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Product ID: 407916
Published 2020
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