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 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

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