|The Branding & Customer Service Link
We live in a world where customer service tools have developed at the speed of light. From a technical standpoint, we should be much better equipped to handle all of our customer (and client) needs.
Still, with the exception of a few notable organizations, customer service has remained flat, and generic customer service prevails.
So where does great customer service begin? It begins with the marketing department. Really. Do your customer service and technical support staff members understand your organizational or specific product brand, and its true value? When you train them to take care of clients and customers, do you concentrate solely on how they can accomplish their job tasks, or do you also convey why their role is critical? From the hiring process to training, to ongoing quality control, integrate the brand, product or image into customer service. Ensure that these critical members of the organization understand the important role they play in carrying out the company’s mission, right on the front line, and watch the level of service go to a new level.
Your customer service staff members represent not just the front line for technical, product or service questions, they are the first actual experience your clients and customers have with the brand that you have worked so hard to develop and convey. Here are ways that management can communicate about a brand internally:
These days, branding and customer service are intertwined. Each member of your organization should be aware of the company (or product) brand and how they can offer internal or external customer service within the context of their own job.
|Resolving Team Conflicts
This (3-hour) workshop focuses on resolving the types of conflicts that commonly occur in teams. Participants determine their natural conflict management styles and learn techniques for assessing conflict situations and applying the most appropriate conflict management style for each situation.
Complete Workshop: $295