Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU!
March 24 (Saturday)
Time: 9:00 am to 1:00 pm
Instructor: Carol Heady
Manhattanville College community and alumni please enter your coupon discount code when you checkout.
Customer service is a journey not a destination. Requiring intention and attention to delivering an experience your customers want to rave about. This program provides the tools and strategies to eliminate negative service behaviors, increase customer loyalty and turn customers into advocates.
At the conclusion of this workshop, participants will be better able to:
- Understand the financial impact of customer service on four business drivers, the Four Rs (revenue, retention, reputation and referrals).
- Identify the behaviors and actions that engage employees to inspire customers to rave about them and your company.
- Use the five principles to create a practical customer-centric business strategy.
Customer service professionals or managers, small and mid-sized business owners.
About the Instructor
Carol Heady is founder and president of Learning and Performance Solutions, a consulting practice specializing in customer service training, management and leadership development programs, and career management services. She brings 25 years business experience to her consulting practice from a diverse background including: financial services, retail, telecommunications, and academia and has held several corporate training and development positions at Fortune 100 and 500 companies.
Carol works with clients to implement training programs and management reinforcement strategies that improve customer satisfaction, build customer loyalty, and increase revenue. Her leadership development programs focus on increasing self-awareness and strengthening coaching competencies to maximize individual and organizational performance.
Carol is co-author of Turning Rants into Raves: Turn Your Customers on Before They Turn on YOU!
Carol obtained her M.S. in Organizational Management and Human Resource Development from Manhattanville College, and received her coaching training from Coach U. www.learningandperformancesolutions.com.