Getting in Your Customers’ Way? Policies, Procedures or People May Be Driving Them Away
Jan McLaughlin, Your Communication Connection
Take the time to evaluate the direction of your customer service and you may discover it’s time to realign your compass! Jan McLaughlin will share some revealing statistics and then lead a quick review of the essential factors in communication. Unless you’re focused on communicating with—and listening to—your customers, you won’t be able to sell your products or services to them.
Then Jan will explore three crucial aspects of customer service—asking you to consider your business and how you’re doing:
Policies you have in place and may need to rephrase, eliminate or initiate
Procedures that create hoops for your customers to jump through—face-to-
face, on the phone, via email or through your website
People skills of those who work with customers—and those who lead them
Our goal? Set a compass bearing in line with your customers’ rather than creating obstacles they must overcome to do business with you.
"Jan created a highly relevant program with a targeted message to meet the needs of our members who are business owners. “Getting in Your Customers’ Way? Policies, procedures or people may be driving them away” really hit the mark. In fact, several of our veteran members said, “Jan hit it out of the park.” Most of the 100 attendees were taking notes throughout—I’d say that is a great compliment to Jan’s material. Her program was laced with humor and loaded with ideas our members could implement immediately."
Glenna Thomas, Executive Director, Seattle Executives Association
"Your evaluations were off the charts! There were repeated comments to have you back at every conference. Please mark your calendar so you can come back next year.”
Eleanor Warmack, CAE, CPRP, Executive Director, Florida Recreation and Park Association, Inc.
"Jan’s enthusiasm during the presentation showed a genuine concern of wanting the best for the owners, management, team members and customers. She actively involved our audience by asking questions and having mini breakout sessions. I heard nothing but positive comments at the end of her presentation. I have already used and applied some of the items she has loaded in our tool boxes. I would not blink to refer Jan to any business or organization."
Mark DeAndrea, Manager, Yelm Prairie Lanes, Washington State Bowling Proprietors Association