On the Front Line

Strategic Customer Care and Business Tactics for the Customer Facing Employee

Thursday, January 29, 2015   |   8:30 – 10 am

Registration: 8:15 am   |   Program: 8:30 – 10 am

LOCATION: Chamber Office, Richard B. Kennedy Conference Room, 446 Main St., Ste. 200, Worcester, MA

Continental Breakfast

Seating is limited – pre-registration is required. (Deadline: Jan. 19, 2015)

COST: Chamber Members: COMPLIMENTARY EVENT; Non-Members: $15

About the Program

In this session, customer expectations and how your organization can satisfy them will be explored in detail. One of the greatest challenges faced by an organization is establishing a customer-focused culture to ensure that exceptional service is consistently delivered in frontline interactions. The customer service triangle examines the relationship between the frontline representative, the customer and the company. Much hinges on this critical role – from building strong relationships to uncovering customers’ ongoing needs to establishing loyalty.

What You Will Learn

• How to consistently communicate with customers to create value and build relationships
• Building a company culture that truly focuses on your customers
• Why some customers appear satisfied but then never come back
• How to handle delicate situations to mitigate dissatisfaction

About Michael Flippin and Sandler Training

Michael Flippin is the Vice President of Sandler Training, a training and consulting firm located in Marlborough, MA. Their mission is to help, train and develop top-performing customer service, sales and management teams for superior performance in today’s business environment.