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Seminar Series: Exceptional Customer Service – From Transaction to Interaction
EVENT SPONSOR:
Exceptional Customer Service – From Transaction to Interaction
In a recent survey and article by the U.S. Chamber of Commerce, it was reported that during the pandemic, businesses had to change their customer experiences in many instances. It is clear that some of those changes will be around as COVID-19 subsides because customers themselves have changed. A report from Talkdesk, for example, shows that most consumers have higher customer service expectations today than before the pandemic.
One of the most notable changes is that brands embrace empathy and human connections. This may be as simple as asking how someone is doing or as complex as walking customers step-by-step through a concept. Basically, try to make customers feel as if they are part of the family so they stay loyal.
“A positive customer experience comes down to making a customer feel valued in the moment,” Brian Solis, Global Innovation Evangelist at Salesforce, writes in Forbes. “Empathy has always been a key skill for customer service, but it has become even more essential during an uncharted moment. Seventy-one percent of consumers say businesses that have shown empathy during the pandemic have earned their loyalty. ... Now, service is not just about solving problems. It is about enhancing relationships and enchanting customers.”
Interactions are taking the place of transactions. For this, we must have high competencies that include having the confidence to engage in conversation, questioning skills, heightened listening skills, and a way to continually improve in these areas.
Dale Carnegie’s Exceptional Customer Service Workshop will give us tools and practice in these competency areas allowing us to continue our growth and the growth of our employees in this critical time of customer service expectations.
Presented by Dale Carnegie
Brief Bio
Melissa Cook has 30+ years of management and leadership experience. From 1990 through 2008 she was with Karhu USA and Exel NA beginning as a Customer Service Manager, Regional Sales Manager, VP of Operations and finally a General Manager. As GM, Ms. Cook had overall responsibility for P&L, sales, marketing, operations, accounting, and logistics. She frequently travelled in North America, the UK, and Europe for business. She took the Dale Carnegie Course® in Effective Communications and Human Relations in 1984 and became a Certified Dale Carnegie Course® Instructor in 1985. She is also certified to instruct all Dale Carnegie Leadership programs, Presentations programs, Digital Live On-Line programs, Professional Workshop Series, and create and deliver Customized Programs. During these years she has exceeded a 97% complete satisfaction rating as an instructor. In January of 2009, Melissa became a minority owner of Vermont Training Solutions, Inc. and concentrated her efforts in the Capital Region of NY. She managed sales, marketing, instruction and operations in Northern New York State. After successfully navigating the economic downturn, she purchased Dale Carnegie of NENY in July of 2011 and added Western Massachusetts in 2021. During these years, she has partnered with companies large and small to provide key talent development. These include Crane, OMG, Death Wish Coffee, Sunmark Credit Union, Center for Internet Security, Sysco Foods, Creighton Manning Engineering, Vicarious Visions, GE Energy, ShopRite Supermarkets, Total Facilities Solutions, Silhouette Optical, Momentive, and many others.
Melissa Cook, President/Owner Dale Carnegie of NENY & Western MA
Date and Time
Thursday Sep 22, 2022
9:00 AM - 10:00 AM EDT
In Person Only
Location
George & Sybil Fuller Conference Room
Worcester Regional Chamber of Commerce
311 Main Street, Suite 200
Worcester, MA
Fees/Admission
FREE for Chamber Members
$10 for Non Members
Contact Information
Mary Mackenzie, Interim Programs and Events Coordinator
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