Business loss due to poor customer service is estimated at up to one trillion dollars per year. Customer retention is driven by customer service. Solve customer service problems, and you’ll improve customer retention.
In this fast-paced breakout session, you’ll learn:
- How customer service affects customer behavior
- The most important customer service metrics
- The two broad skill families required for success in an IT business
- Three essential customer service tools
- Three essential leadership tools for IT business owners and managers
About the presenter:
Don Crawley is a former manager, IT trainer, and consultant with decades of hands-on experience in technical environments. He is the author of The Compassionate Geek, a widely used guide to improving soft skills and professionalism in IT. As an internationally recognized speaker and trainer, Don has helped thousands of IT professionals become more productive, collaborative, and easier to work with.
