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BONUS SESSIONS:
8:30 - 9:30 Concurrent Presentations:
1) Integrating Strategic Selling Into Customer Care
Tilia Direct, Inc., manufacturer of the highly successful FoodSaver TM brand of food storage products will describe how they integrated strategic selling into the customer service initiative. How, instead of just taking orders and making product suggestions, revenue generation is both a formal part of the program and a measure of success. Learn how Tilia elevated the function and profile of customer care within the Tilia organization and see how the sales effort was integrated, revenue generation opportunities were maximized while a superior level of service was maintained, not compromised. Gain tips on how to evaluation whether similar opportunities exist within your organization.
Speakers: Andrea O'Brien, Tilia Direct, Inc., and Holly Beatty, Telerx
2) Marvelous Customer Service Begins With Me
Do you delight your customers or do you disappoint them? Take a look at the basic recipe for customer service. Traditionally, the formula for quality customer service is to simply find out what the customer wants, how they want it, and give it to them just that way. But that recipe is half-baked. It's not prepared to delight anyone. What to do? Check the ingredients, check the oven and kick it up a notch. Raise the bar on customer service. It is everyone's responsibility and attitude is a key ingredient! Learn how to spot and correct bad attitudes, discover the five secret ingredients needed for an extreme makeoer and take away a plan for developing engaging personalities on your front-line to delight your customers.
Speaker: Sharon Winston, McKee Foods Corp.
3) Little Things Bring Forth Dramatic Change
Discover how a guest-focused philosophy and the implementation of a technology is changing guest responsiveness within a multi-unit franchised community. Examine how prioritizing guest relations and providing adequate, easy to use resources allows managers of varying customer service levels to operate in an effective focused manner. The discussion of those little things that bring about change will include live agent scripting techniques, in store feedback solicitation materials, training material design and promotion, manager notification profiles and scheduling of automated reports, urgent alerts and escalation policies and procesures, effective useage of summary reporting, mandate and reinforcement of resolution standards, enhanced recognition and visitility with executive level trend reporting, unique regional-based data which defines strong and weak areas, and heightened awareness regarding praise, recognition and feedback.
Speakers: Rachelle Roy, Popeyes Chicken and Tyler Gompf, Tell Us About Us Inc.
4) What has the Greatest ROI.. Technology or Re-engineering.. and the Winner Is?
The great debate.. what should come first? Re-engineering or investment in technology. Which will have the biggest impact on cost of service, customer service and employee satisfaction and empowerment? The answer is not always what you would expect. Gain an understanding of what to do first, which technologies will provide the biggest impact, and how to appropriately compare the costs and cost savings associated with technology and re-engineering. The findings will be supported by a case study from AAA that demonstrates the power of both approaches.
Speaker: TBD, AAA
8:30 - 10:30 Concurrent Workshops:
1) VP Crisis Management
Your contact center is the front-line in crisis management. It is the voice of the organization, the first one-to-one encounter with your customers in handling a crisis. The successful outcome of a crisis depends on your center to maintain and foster positive customer relations. Proactive planning is critical. This interactive workshop blends the introduction of tested procedures and hands on practice with decision-making processes under stressful conditions. Learn what to have in place and why. Identify and define roles, responsibilities and areas of decision-making powers and leave the workshop feeling as though you have lived through a crisis in a contact center and knowing what you want to have in place before you encounter a real one. Take home concrete plans, ideas and useful handouts on proactive crisis planning and communication. Key principles of crisis management and a crisis role play will be part of the workshop.
Speakers: Susan Baranowsky, Campbell Soup Company and Marianne Mecke, J. Knipper & Co.
2) Writing FAQs to Enable Self-Service
This workshop will offer a case study example of how Travel Advantage Network developed FAQs for their website. Learn how they enabled customers to help themselves (without calling or emailing the TAN Contact Center), how they achieved internal consistency in how agents answer customer questions, and how those initiatives resulted in a more specific, easier-to-answer questions from customers - questions that require less back and forth email! Discover how the FAQs were written to answer customer questions completely and enable customers to take action to resolve their problems, how they drafted, reviewed and published their FAQs, and how those FAQs have helped the company serve customers. The workshop will also include a brief tutorial on the essentials of writing self-service content:
· How to choose the right questions word for each FAQ
· How to integrate FAQWs with other kinds of online help at your website
· How to organize FAQs in a way customers can grasp
· How to write FAQs that are useful for experts and novices alike
Speakers: Sara Clauss and Jennifer Ross, Travel Advantage Network and Leslie O'Flahavan, E-Write
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