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Open Webinar - Business Essentials - Customer Service
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.

Jul 7, 2020 02:00 PM in Eastern Time (US and Canada)

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Speakers

Chuck Salem
CEO & Co-Owner @Unique Venues
Chuck Salem is co-owner and CEO of Unique Venues, North America’s go-to online resource for planners seeking non-traditional meeting and event venues. Chuck joined the team at Unique Venues in 2000 as Vice President for Marketing and Sales. Chuck was promoted to President of Unique Venues in 2007. In 2018, Chuck, along with Neal Burghardt, purchased Unique Venues. Prior to working at Unique Venues, Chuck served as the Assistant Vice President for Conference and Auxiliary Services at the University of Pittsburgh’s Johnstown campus. There, Chuck led the effort to develop a one-stop shop which led to the construction of the award-winning Conference Center at the University of Pittsburgh at Johnstown. It is here that his passion for exemplary customer service standards was born. Areas of expertise include building sustainable marketing and sales plans, developing a culture of customer service, branding and storytelling, and maximizing event and conference operations.