Customers for Life: 5 Easy Steps for Turning a Goal into Reality
Duration: 60 minutes
Now more than ever, organizations can?t afford to let customers slip through their fingertips. But knowing exactly how to improve retention may not seem all that easy. Current research suggests there are five categories of excellent customer service. The key starting point is a proven approach to measuring and increasing individual awareness. Join subject matter expert, Bruce Matza, for an informative webinar that will help you turn your customer service goals into a reality.
What You Will Learn
- Five skills every customer service professional needs to be successful
- How to identify service strengths and weaknesses
- Tips for recognizing opportunities to improve customer service and retention
- How to develop an action plan to improve customer service skills
About the Presenter
Bruce R. Matza is a well-known speaker, mentor, and facilitator. He brings a wealth of experience in executive leadership, retention, and customer service. He has over 35 years of experience with such prominent brands as Neiman Marcus, where he was a senior executive for 21 years. Bruce has advised numerous organizations including Walt Disney World, Harrods of London, Marriott, Motorola, Harley Davidson, Mandalay Bay Hotel & Casino, National Retail Federation, National Restaurant Association, American Society of Association Executives, US Chamber of Commerce, United Way of America and many others.
He is author and creator of Becoming a Customer Service Star, initially designed for Walt Disney World. Now in its 3rd edition, the assessment has been used by more than 250,000 customer service professionals around the world.
Aired on January 19, 2011