All of Sandy's programs are customized for your audience, with customer service goals in mind.
The Changing Role of Customer Service Through COVID-19
Get Sandy's Tip Sheet containing insights into what customer service representatives are experiencing and how leaders and team members can support each other through the reality of changing policies, procedures and even communications during the COVID-19 pandemic.
Fill out the form below to get your FREE Tip Sheet on how you can begin addressing the challenges arising from the changing role of customer service.
"Your teachings have done amazing things for my staff! Thank you!”
– Mark F., Customer Service Manager, private 2018 corporate customer service client
“After Kissimmee Utility Authority’s managers and supervisors heard Sandy Geroux’s presentation on delivering outstanding customer service, they were so impressed that they asked that she return to deliver this message to each and every KUA employee. Sandy complied with our request and exceeded everyone’s expectations. Sandy puts everything into it… and she has a lot.”
– Jim Welsh / CEO, Kissimmee Utility Authority
“The presentation was GREAT. It was obvious that Sandy put a lot of time and effort in customizing the presentation for KUA.
– KUA Manager
“After you came and did what you did, everything was better. We saved our second-largest customer and started winning customer service awards we’d never won before. Thank you!”
– Corporate Customer Service Manager
“I enjoyed the class and Sandy so much. She was so inspiring, motivating, and encouraging. The class made me want to be a better admin, to give my very best. It also gave me ideas on how to deal with a few people that are difficult to work with. I’m so glad we had this training opportunity and look forward to the others.”
– WOWplace customer service training attendee
“Meaningful meeting; good planning to offer valuable information to meet our internal and external customer expectations.”
– WOWplace customer service training program attendee
Sandy's clients say "WOW!"
Statistics show that customers who have had a problem that was successfully resolved are up to 8 times more loyal than customers who have never experienced a problem with a company at all!
With this in mind, companies must develop and implement policies that truly serve their customers, by creating policies with customer needs and desires in mind, ensuring smooth communication flow between all departments when implementing those policies, and reminding sales and front-line customer service representatives and supervisors of their focus on customer satisfaction and loyalty while empowering them to creatively and empathetically serve their customers.
Customer service is about making a difference, not just a sale. Remembering and implementing this philosophy will create the bottom line results you desire, while simultaneously creating loyal repeat customers who rave about you – and whom no one can tear away!
By the end of this program, participants will:
The customer experience will never exceed the employee experience. Therefore, it is up to leaders to serve as role models for employees by treating every team member as well as (if not better than) they expect those same team members to treat customers.
To accomplish this, leaders must truly develop, and then implement, policies that serve their employees and make them proud to work there and make a difference every day for their customers.
In addition, all team members must be encouraged to break down the silos that separate teams, put their egos aside for the good of the organization and truly remember that simply calling yourself a team does not make you one.
Becoming a cohesive and productive team entails listening to everyone's suggestions and recommendations (at every level and in every department), allowing them to contribute and serve as a vital part of the organization, and treating them with the same respect you expect and deserve.
These are just a few of the mindsets leaders and team members must adopt in order to inspire their everyone to "pay it forward" to customers and each other and turn their Workplace into a WOWplace!
By the end of this program, participants will:
(Any or all of the following elements may be incorporated into the program, based on Client needs):
Introduction of your Customer Service initiative
President/CEO has a dream and wants everyone to join/be part of the Dream Team
Dreams vs. Goals
Create a theme for the initiative
Not just a service provider
What’s in it for us?
Customer Service Tips (some introduced in later presentations)
... for an outline of a sample 6-segment customer service training program.
Since all multi-session/multi-day training programs are highly customized, please call Sandy to discuss your specific goals, measures, metrics, policies and desired outcomes for your customer service training initiative:
Customer Service training
Creating “WOW” Customer Service
(Customized Front Line Customer Service training program)
Creating the “WOW” for Employees
(Improving Employee Motivation, Engagement and Service at all levels)
Turn Your Workplace Into a WOWplace! Creating the “WOW” for Employees
(Manager/Supervisor training to improve Employee Motivation, Engagement and Service)
If you’d like Sandy to put a “pencil hold” on a date for you, please click the button below, which will bring you to the Contact/Book Sandy page. Simply fill out the "Book Sandy Now" form and give us the details of your program. Sandy will be in touch with you within 24 hours of receiving this request.