Live Webinar

45-minute live streaming program
  • October 26
  • 1:00 - 1:45 pm EST

Common Reasons Good People Provide Bad Service

October 26

Learn the steps you can take to identify and turn around bad customer service before it is too late.

Many organizations don’t realize they have a bad reputation in customer service until it is too late to turn it around. In this day and age, it doesn’t take much for a company to lose business because there is so much competition. Not having processes in place for addressing issues in a timely manner will lead to bad customer service, loss of profits, low employee retention and a damaged company reputation. Identifying if the problem is isolated to a person, department, or whole system will provide a basis for how to approach the issue as well as maintain sales and sustainability over time. In this topic you will learn the initial steps you can take to identify and turn around bad customer service in your company before it is too late. You will learn tips on how to implement procedures that will work to ensure excellent customer service. This information will help you recognize strong internal communication and increase success and profits.

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Why Lorman?

Over 34 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

Consequences of Providing Bad Customer Service
  • What Are the Signs?
  • How to Mitigate the Problem
  • Who Is Watching?
The Ugly Truth
  • Employee Retention Drops
  • Profit Loss
  • Tarnished Reputation
How Does a Company Bounce Back?
  • Repairing a Reputation
  • Is the Issue Isolated or Systemic?
Pivoting the Business
  • Swot Analysis
  • Identify Opportunities
  • Implement Processes
Training
  • Retraining as an Option
  • Revisiting the Company Vision
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More Program Information

Why Lorman?

Over 34 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

Live Webinar Registration

  • IAAP 0.75
     
  • All education that aligns with the CAP Body of Knowledge can be used toward recertification. Lorman Education Services believes this course does align and should be counted toward recertification. Please visit IAAP's certification webpage to review recertification details and requirements. https://www.iaap-hq.org/page/CAP_Recertification. Course Length: 0.75.
     

Who should attend?

This live webinar is designed for customer service managers and representatives, account managers, credit and billing representatives, receptionists, technical and support representatives, and administrative assistants.

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Why Lorman?

Over 34 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

Irma Vargas

Irma Vargas

V1H Consulting

  • 20 years of development, training, and facilitation of workshops for public and private sector organizations in employee engagement, customer service, diversity, establishing processes to mitigate discrimination, favoritism, leadership development, team building, and strategic planning
  • Coach leaders and managers in public and private sector organizations around talent development through strengths-based methodologies
  • Organizations include, CDC, California State Department of Public Health, Pasadena Public Health Department, El Rancho Unified School District, and New Grace Community Church
  • 34 Strong Certified StrengthsFinder™ coach
  • M.P.A. degree, California State University, Northridge, The Tseng College, International; B.A. degree in English, Whittier College
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Why Lorman?

Over 34 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.

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Product ID: 406110
Published 2021
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