Director of Product Development
Date: Thursday, February 21, 2013
Time: 2-3 PM ET
Duration: 1 Hour
Apple, Starbucks and many others have proved beyond doubt that the right customer experience can trump even price in a highly competitive market. But how do you prepare customer-contact associates to deliver the experience that your savvy customers expect?
Join us for this complimentary webinar, sponsored by AchieveGlobal, to glimpse the revealing results of two recent worldwide studies on the customer’s experience. You’ll learn:
- What customers love and hate about service interactions
- How much customers will endure before they defect to a competitor
- Which three core concepts drive an exceptional customer experience
- Why associates’ interpersonal skills ultimately make or break the customer experience
- What top-performing associates do that others don’t do, or don’t do as well
- How “emotional effort” reduces associate stress and builds customer loyalty
- How to develop associates who create the right experience for your customers
This complimentary webcast is brought to you by AchieveGlobal.
AchieveGlobal helps organizations translate business strategies into results by developing the performance of their people. Across industries and around the world, our clients rely on AchieveGlobal’s 40 years of skills training and consulting expertise in leadership development, customer service and sales effectiveness.
About the Presenter
Craig Perrin is Director of Product Development with AchieveGlobal, a premier training and consulting organization with offices in over 40 countries. Craig is a thought-leader who works cross-functionally and with clients to guide creation of a range of responses to market needs. He has played a central role in developing the company’s flagship programs in leadership, sales, and customer service; co-authored two best-selling books; written many articles and position papers; and produced learning solutions earning scores of national and international awards. Craig has been named a Times Mirror Editor of the Year.