[vc_row][vc_column][vc_column_text]Reason #1: Top Line Revenue. Customer service is a key part of your revenue generation team, and with the right customer service training ideas, could produce even more. Yes, outside salespeople bring in new customers, but the greatest influence on keeping clients happens in customer service. Often they bring in more dollars over the life of the customer than sales. Now imagine if they could be more proactive, ask better questions, and could take an opportunity to the ‘next step’. The unlocked sales potential in your customer service team is reason enough to pay more attention.
Reason #2: Customer Feedback. There’s probably no one in your company who speaks more frequently, or has a better relationship with your customers, than your service employees. Customers will tell these employees things they will never tell you: what’s wrong with your product or service, what they’ll need next from you, what’s going on with your competition, how to improve your offerings, and more. Utilize your frontline employees to create a constant feedback loop with your customers, and you’ll have something your competition won’t have—valuable information.
Reason #3: Internal Partnerships. Customer service is not reserved for the external customer. If internal customers (accounting, warehouse, shipping, production, etc.) treated each other as if they were external customers, 80% of departmental conflict would dissipate. Internal issues ultimately affect the customer. They can also contribute to attrition with your internal talent base. Typically, it is the good employees who leave when communications break down, not the marginal ones. When internal departments are treated like customers, great communication among all departments exist. There is a common language, a common culture, a process to work out differences, open door policies for resolving issues, and ultimately, a stronger company.
Reason #4: The Competition. Business growth comes from prospecting or plundering. Unfortunately, your competition is doing the same. Your loyal customers are on your competition’s prospecting list. Too often we ignore, take for granted, treat poorly or for some reason don’t deliver and give those loyal customers a reason to crack open the door to the competition. Give the competition an inch, and they’ll take it. Use your customer service center to ensure that your most loyal customers stay loyal and that all customers continue to grow.
More and more CEOs are taking a closer look at customer service and asking themselves the tough question: we have great people on our frontlines dealing with customers, but are we using them to maximize our great relationships and explore ways they could be even more productive? The answer is not in giving frontline employees checklists, but about empowering customer service providers to deal with each customer in a real, individual way that addresses their needs and makes them feel cared for. The return on investment is always worth it.
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Chief Executive Group exists to improve the performance of U.S. CEOs, senior executives and public-company directors, helping you grow your companies, build your communities and strengthen society. Learn more at chiefexecutivegroup.com.
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1:00 - 5:00 pm
Over 70% of Executives Surveyed Agree: Many Strategic Planning Efforts Lack Systematic Approach Tips for Enhancing Your Strategic Planning Process
Executives expressed frustration with their current strategic planning process. Issues include:
Steve Rutan and Denise Harrison have put together an afternoon workshop that will provide the tools you need to address these concerns. They have worked with hundreds of executives to develop a systematic approach that will enable your team to make better decisions during strategic planning. Steve and Denise will walk you through exercises for prioritizing your lists and steps that will reset and reinvigorate your process. This will be a hands-on workshop that will enable you to think about your business as you use the tools that are being presented. If you are ready for a Strategic Planning tune-up, select this workshop in your registration form. The additional fee of $695 will be added to your total.
2:00 - 5:00 pm
Female leaders face the same issues all leaders do, but they often face additional challenges too. In this peer session, we will facilitate a discussion of best practices and how to overcome common barriers to help women leaders be more effective within and outside their organizations.
Limited space available.
10:30 - 5:00 pm
General’s Retreat at Hermitage Golf Course
Sponsored by UBS
General’s Retreat, built in 1986 with architect Gary Roger Baird, has been voted the “Best Golf Course in Nashville” and is a “must play” when visiting the Nashville, Tennessee area. With the beautiful setting along the Cumberland River, golfers of all capabilities will thoroughly enjoy the golf, scenery and hospitality.
The golf outing fee includes transportation to and from the hotel, greens/cart fees, use of practice facilities, and boxed lunch. The bus will leave the hotel at 10:30 am for a noon shotgun start and return to the hotel after the cocktail reception following the completion of the round.
