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 2: Roles and Responsibilities

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)

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.

Opportunities are streaming through your organization daily –– unnoticed, unrecognized, and uncaptured. -- Sid Chadwick

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