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Owning the Customer Experience: Research Reveals Key Skills for Customer-Contact Associates


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Session Description
Apple, Starbucks and many others have proved beyond doubt that the right customer experience can trump even price in a highly competitive market. But how do you prepare customer-contact associates to deliver the experience that your savvy customers expect?

Join this complimentary webinar to see the results of two recent worldwide studies revealing surprising consumer insights on the customer experience and customer service interactions.

You’ll learn:

What customers love and hate about service interactions
How much customers will endure before they defect to a competitor
Which three core concepts drive an exceptional customer experience
Why associates’ interpersonal skills ultimately make or break the customer experience
What top-performing associates do that others don’t do, or don’t do as well
How “emotional effort” reduces associate stress and builds customer loyalty
How to develop associates who create the right experience for your customers

About Greg McDonald
Greg has 25 years of experience in the area of organizational assessment and strategic planning, marketing and sales process improvement, and customer relationship management. Based on his experience as a successful business owner and corporate executive he brings insight and reason to assist organizations in meeting their business outcomes.

About Colleen O’Sullivan
Colleen’s experience as an executive and consulting leader is extensive. Her in-depth knowledge and experience in developing enterprise-wide solutions to help organizations achieve desired results has made her a sought-after speaker and consultant.

Published in: Business
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Owning the Customer Experience: Research Reveals Key Skills for Customer-Contact Associates

  1. 1. Training Magazine Network presents a complimentary webinar Colleen O’Sullivan, Executive Consultant, AchieveGlobal Greg McDonald, Executive Consultant, AchieveGlobal Date:  Tuesday, October 22, 2013  Time: 10:00AM Pacific / 1:00PM Eastern (60 Minute Session) Cost: $0.00  Can't Attend?  Register anyway. We'll send you access to the recording and handouts. REGISTER or VIEW RECORDING: Owning the Customer Experience: Research Reveals Key Skills for Customer- Contact Associates