John Tschohl, the internationally recognized service strategist and customer service guru, will share a customer service strategy SMACNA members can use to increase sales and build better customer relationships. John will share the Proven Process for Driving a Service Culture.
Service leaders have mastered this process. It focuses on building passion and strategy. How many of your employees know they are in customer service? Amazon does, and it increased sales by $44 billion in 2022.
Leadership: Develop your leaders to manage, motivate and lead an empowered customer-driven workforce and reduce the friction that prevents an awesome customer experience.
Tools: Change attitudes and behaviors and develop Customer Centric employees. Tschohl will share the blueprint to create Customer Service "Rockstars."
He will cover the 9 Principles of Creating a Service Culture. Service Strategy, Reduce the Friction, Empowerment, Speed, Training, Remember Your Name, Service Recovery, Reduce Costs, and Measure Results.
John is the author of 8 bestselling books on customer service, including Relentless, his latest book. He has developed over 20 customer service programs available in 9 languages.