This multi-part educational series, specifically designed to for the graphic communication industry, demonstrates the culture and processes needed to create a great customer service department and high-performing customer service representatives. Sid Chadwick's instructional series conveys how to create the kind of internal and external processes that result in record revenues that emanate from great customer service.

HANDBOOK

The instructional guide to the Great Customer Service Educational Series offers informative articles and instructions on how to implement the processes and standards defined in the 3-part Webinar series. The guide also includes worksheets and resources that will help your company achieve Great Customer Service.

WEBINARS

Session 1: Roles and Responsibilities
Session 2: Customer and Organizational Applications
Session 3: Impact and Results

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

PRESENTER

Sid Chadwick is the principle with Chadwick Consulting, Inc., a North Carolina-based consulting practice working to improve company and individual performance in the graphic communications industry. Sid has worked as a graphic arts industry consultant for over eighteen years, developing individual and organizational performance for graphic communications suppliers, and buyers. Specific capabilities include research, strategy development, education/training, and publishing.

Sid Chadwick
Principle
Chadwick Consulting, Inc.
Lewisville, NC
Phone: (336) 945-0645
e-mail: sidchadwick@cs.com