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90-minute live streaming program
  • March 7
  • 1:00 - 2:30 pm EST

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OnDemand Webinar
Audio & Reference Manual

Utilizing Metrics to Improve Operations and the Customer Experience

March 7

Gain a better understanding of how to determine what key metrics customer service groups should be measuring and how to use the information to wow your customers.

This topic will provide you how to better build rapport with customers, maintaining a positive attitude, listening with attention and empathy, dealing with angry customers, problem-solving and tips for dealing with customers over the phone and on email. The collective wisdom of our advisory presenter will include:

- Making a good first impression

- Maintaining a positive and courteous attitude

- Asking questions and listening skills

- Establishing rapport and building relationships

- Interacting with customers face to face

- Interacting with customers over the phone

- Interacting with customers via email

- Dealing with difficult customers

- Knowing when to escalate

- Things to wow every time

- Understanding the customer's problem

- staying outside the box

- Meeting basic needs

- Going the extra mile

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Why Lorman?

Over 31 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

What Gets Measured Gets Done…Especially If There Are Associated Rewards
  • Every Organization Is Different. One Size Does Not Fit All. Same With Customers. a Policy Is Not the Way to Wow Your Customers
  • Create Actionable, Measurable, Consistent Ways to Monitor the Wow Factor and Retention of Your Customers
  • Get Consensus From Those in the Center of Gravity as to What Works and What Doesn't
Develop a Resolution Rate
  • Reply Time to First Contact With Customer Service Issue
  • Monitor Complaint Backlogs
  • Evaluate Number and Frequency of Escalated Cases to Upper Management
Satisfaction Is Not the Objective. Wow Your Customers
  • Watch the Trends
  • Create a Way to Capture Customer Wow Using Videos, Social Media, etc.
  • Track by Category. DOA, Wrong Item, Nonperformance. Revise After Reflection. Start Again. Get Better Each Time
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Why Lorman?

Over 31 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 Webinar

No credit available.

Live Webinar Registration

No credit available.

Audio & Reference Manual

No credit available.

Who should attend?

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

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Why Lorman?

Over 31 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

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

James Feldman, CSP, CITE, CPIM, CPT, MIP, PCS

Shift Happens

  • James Feldman Associates, Inc. Chief Innovation Officer and Shift Happens! ® D-A-T-I-N-G coach
  • For more than four decades, he has been challenging businesses to unleash personal and organizational creativity, uniqueness and innovation while revealing the essential innovative skills needed to achieve unconventional policies, inventive results, delight customers and develop new resources for growth, profits and competitive advantage
  • His vision is to create great customer experiences that develop customer insistence
  • Serial entrepreneur who owns several businesses that provides ongoing insights into customer service, problem solving, team building and leadership
  • Was named one of the Top 100 Innovators in the 21st Century and recently awarded American Leadership Award for Excellence in Client Solutions by AEI
  • Has been a board member on more than a dozen associations, a 70-story high rise, and holds every certification his industry offers
  • Written 14 books - seven on customer service; more than 400 articles; and he's been a keynote business speaker presenting for such diverse organizations like the U.S. Department of Defense, Verizon, Toyota, Kodak, March of Dimes, Hewlett-Packard, Apple Computer and the Cremation Association of North America just to name a few
  • Helped create customer experiences for both start-ups and Fortune 100 companies
  • After attending law school, he was accepted as the first applicant for the University of Illinois executive M.B.A. program, upon completion he became a visiting professor at University of Illinois, Roosevelt, Purdue, NE Illinois University and Kendall College
  • Can be contacted at 312-527-9111, [email protected], www.shifthappens.com or www.jfainc.com
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Why Lorman?

Over 31 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: 402194
Published 2015, 2018
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