Success Express Webinar: How to Improve Customer Experiences

During this session, participants will have the opportunity to delve into whether or not they are providing their staff at all levels with the tools to provide excellent customer service.

The takeaways from the program are the following:

• - What is customer service excellence and why do so many companies miss the boat?

• - What are Service Standards and do you have them? You should!

• - Onboarding New Hires – Are you onboarding new employees with the skills and training necessary to provide customer service excellence?

• - Are you regularly prompting your employees to provide customer service excellence and how to appropriately and professionally serve your customers?

• - Key components of customer service – are you in the loop?

Guest Speaker:  Sue Gordon of Bercume Associates 

With in excess of 30 years of professional human resources experience, Sue joined Bercume Associates 15 years ago with works with clients in a variety of human resources related areas including designing and facilitating training, conducting organizational and human resource audits, writing policies, procedures, job descriptions and employee guidebooks, recruitment, change management, workplace issues and investigations, mergers and acquisitions, reorganization, strategic planning as well as expertise in other areas related to human resources and business. Sue designs and facilitates a variety of leadership and staff training for companies. Prior, Sue was Vice President of Human Resources for Unidine and Fine Hotels / The Fineberg Companies.