Treating Employees as Customers
Reducing Call Center Employee Frustration While Enhancing Productivity and Customer Satisfaction
Creating a powerful customer experience requires that your employees have all the necessary tools and support.
Over 70 percent of what frustrates employees translates to frustration for your customers and a significant percentage of voluntary employee turnover is caused by that frustration. Roadblocks such as company policies and procedures coupled with unrealistic expectations set by marketing and sales often prevent employees from fully satisfying customers.
This complimentary webinar will provide you with strategies to empower your Customer Service Reps (CSRs) and satisfy customers, including:
- Identifying the frustrating, costly customer points of pain that are easily preventable or fixable
- Measuring the cost and revenue payoff of improving CSRs effectiveness and support to gain CFO buy-in
- Collaborating with your CSRs to identify opportunities for other departments to better set expectations and support the CSR in handling
- Providing CSRs with the flexibility to “break the rules without breaking the rules” to help satisfy customers and increase response effectiveness
Join John Goodman as he provides examples from financial services, direct marketing, B2B and technology to show how implementing these strategies in your contact center will reduce costs, increase First Call Resolution success and lead to more satisfied, loyal employees and customers.
Your people make the difference. If you concentrate on creating an empowered, supportive environment for your employees, they will have the tools to create a great experience for your customers.
Register yourself—and a team of key people—today!
Five lucky participants will be chosen at random to receive a free copy of John Goodman’s book Strategic Customer Service: Managing the Customer Experience to Increase Positive Word of Mouth, Build Loyalty and Maximize Profits. Register now!
Presenters:
John Goodman
Vice Chairman
Tarp
