Great Customer Service Webinars

Purchase Webinars on CDs

Member price: $279.00

Non-member price: $379.00

Session 1:

Roles and Responsibilities

Changing market conditions demand great customer service and that requires changing today's customer service's roles and responsibilities. We will start with a basic understanding of what's required to create great customer service including what internal structures are needed in what positions to be successful.

Specific topics include:

Changing market conditions and drivers
Expanding and changing the role of customer service
Understanding the critical interface with manufacturing, sales, customers, and prepress
Knowing the importance of your company's differentiation/performance objectives
Information resources needed for GREAT Customer Service
The need for updated position descriptions with specific examples
The Customer Profile --- a detailed review of what you should document and know about your customer(s)
Leadership's importance in developing customer service personnel

Session 2:

Customer and Organizational Applications

We need to maximize opportunities to apply great customer service with our customers while also supporting our Production and Sales Team members. Let's make sure great customer service elevates everyone's performance from the top down.

Specific topics include:

Everyone is responsible for the critical interface between manufacturing, customers, sales reps, and productions
Effectively and professionally managing requests for estimates
Understand the effective responses to quotes must include
How to achieve daily check-ins with your sales representatives
Achieving effective weekly reviews with your sales representatives
Make sure you know your sales objectives and goals and they know yours
Keeping your sales representative productive --- on the street, not in theoffice
Supporting new business development with new and current customers
Effective presentations of your companies capabilities
Handling bad news professionally and with a smile
Getting business when business is slow with existing customers
Negotiating delivery schedules with the manufacturing group
Negotiating delivery dates with customers to meet their true needs
Negotiating price with customers for their business success, and yours
Participating in Periodic Business Reviews with your customers)

Session 3:

Impact and Results

Everyone in the organization needs to understand the potential business impact as a result of achieving great customer service. Learn how to assess and continue to improve the customer service department's performance while developing strong relationships with individuals and organizations who interact with the department. See how great customer service impacts your customers, sales representatives, suppliers, production personnel and certainly senior management.

Specific topics include:

The GREAT value of specific CSR written procedures
Use your "portfolio of errors" for relentless future training
Capturing customer complaints effectively and meaningfully
Capturing accurate information about orders returned to customers
Making plant tours useful for you and your customer
Insure press checks are successful for everyone
Importance of written correspondence
Capturing job alterations to assure accurate communications
Notes of appreciation - say Thanks to everyone
Credit applications - a touchy subject but needed
Value and importance of cross training to become a great organization
Don't be embarrassed - know when and how to ask for help
Using your technical resources to being value to you and your customer
Importance of planning your day, and your week
Performance reviews for everyone up and down the organization