Designing and Leading a Measurable Program
During normal times, customer service plays a major role in retaining clients for future bookings. Now more than ever, how a client perceives service will be a critical deciding factor when planners begin rebooking events that have been cancelled or postponed due to COVID19. In this session, we lay the groundwork as leaders to build a customer service program that provides structure for a program that begins with a philosophy, ends with the evaluation process, and provides and overview of all areas in between. We will discuss how to include service in the hiring process, how to use it as a catalyst for improving service provider relationships that leads to a consistent service experience for clients, ways to develop service initiatives, and more.