Lunch & Learn - L.E.A.D.™ to Exemplary Customer Service
Date and Time
Thursday Feb 15, 2018
12:00 PM - 1:00 PM CST
Thursday
February 15, 2018
12:00 pm - 1:00 pm
Location
Jerry's Foods
Second Floor Meeting Rooms 1 & 2
7760 Hargis Parkway
Woodbury, MN
Fees/Admission
Free to attend! (Please register as space is limited.)
Bring your own lunch
Lunch & Learn - L.E.A.D.™ to Exemplar...
Description
FEBRUARY LUNCH & LEARN
L.E.A.D.™ to Exemplary Customer Service
THURSDAY, FEBRUARY 15, 2018
12:00 NOON – 1:00 p.m. Bring your lunch; event is free!
Jerry's Foods--Second Floor Meeting Rooms 1 & 2
7760 Hargis Parkway, Woodbury
Register at www.woodburychamber.org (Space is limited so register early)
PRESENTED BY: Karen Evenson, Katherine Michael Associates
In today’s competitive world of commercial and retail sales, as well as in non-for-profit organizations, exemplary customer service is critical. Poor service can cost you customers and your reputation. L.E.A.D. is an acronym for maintaining and growing your customer base. It is founded on the concept that customer service should not be a single department but the entire company. You will leave the session with actionable items to implement in your company.
Listen – review the basics of active and interactive listening which includes asking probing questions for better understanding. Stop assuming…
Educate – the easiest customer to work with is a knowledgeable one. How well does your organization share pertinent and timely information internally and externally? Create a map of communication. Are there any gaps?
Adapt – empower your staff to make decisions that may not always “fit” every situation. Who are your most challenging customers? Why? How should you handle them?
Deliver – if you don’t deliver on your word, then you won’t keep customers. And frustrated customers will be happy to tell other customers about the negative experience. What is most important or valuable to your customers? Is that what you deliver? Perhaps you should ask them.
Educate – the easiest customer to work with is a knowledgeable one. How well does your organization share pertinent and timely information internally and externally? Create a map of communication. Are there any gaps?
Adapt – empower your staff to make decisions that may not always “fit” every situation. Who are your most challenging customers? Why? How should you handle them?
Deliver – if you don’t deliver on your word, then you won’t keep customers. And frustrated customers will be happy to tell other customers about the negative experience. What is most important or valuable to your customers? Is that what you deliver? Perhaps you should ask them.
