Customer service is not a phrase that indicates a high quality experience for anyone who contacts a company. This phrase is easily found on signs and websites that indicate nothing more than the location of someone who may or may not be able to help the customer. There is no guarantee that this service will actually focus on satisfying the customer.
As a result, it is no longer enough for the organization to promise "customer service" as customers want and demand so much more. Those companies who understand that customers want a personalized and value-driven experience in each interaction are enjoying solid growth and low customer churn. Those who do not are struggling to maintain a presence in the industry at all.
To help companies get a better grip on what it means to deliver the right customer experience, TMCnet is partnering with Parature (News - Alert) to offer a free webinar: Why Customer Service is NOT Enough.
This online event is set to take place June 22 2010 - 2:00pm EDT, 11:00am PDT.
This live, one hour Webinar with Q&A features customer service expert, Lisa Ford, who provides insight into what customers demand today. She explores their mindset, which is fickle, demanding, vocal and not very loyal.
Ford will outline her strategies for improving the customer experience, which includes going beyond the average service to a relationship; asking tough questions to examine the quality of the experience; learning the customer connection rules; and focusing the culture on everyday service excellence. With a focus on these strategies, Ford believes anyone can create a team that is inspired to keep customers loyal.
With more than 20 years of experience presenting to businesses, associations and government, Ford designs content personalized for each audience and the challenges they face in their own environments. Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
The creator of "How to Give Exceptional Customer Service" business video series, Ford's presentations focus on customers service, leadership, teamwork and change. She is best known for her work in the areas of customer service and has customized numerous training videos for clients to use in ongoing education efforts.
To gain value from Ford's experiences and learn how to take your customer service initiatives to the level that inspires loyalty, plan to attend this Webinar. The session is free, the value is priceless. Register Today!
Edited by Marisa Torrieri