During lunch at Customer Service is the New Marketing, there will be six workshops that summit attendees can participate in. Each workshop, which will last a half hour, is led by an expert in his or her field and focuses on a different topic. Attendees will have time to participate in two workshops. The third summary is below:
Addressing Your Customer Service Challenges
Led by Douglas Hanna
When customer service consultant and writer Douglas Hanna starts a conversation about customer service, he usually asks “what are your challenges?” This question never fails to start an interesting conversation relating to the particular challenges that various organizations of all shapes and sizes face on a day-to-day basis.
The most interesting aspect of the question, though, is how similar many companies’ answers are. A surprising amount of companies encounter the same challenges – challenges relating to growth, personnel, communication, etc., but often address them in different ways.
During his workshop, Douglas will ask you (and the other participants at the table) to write down the challenges you’re facing and trying to address. Then, the table will look at these challenges, examine the similarities and differences, and of course, work to come up with possible solutions.
Douglas is a Principal at Service Untitled, where he also writes a blog on customer service and the customer service experience every weekday.
All posts