Building a Culture of Satisfaction
Date: Thursday, November 16, 2017
Location: Buchanan Hall – Advanced Technology and Business Center
The goal when providing services and products to a customer is complete satisfaction. Learn to build a culture of customer satisfaction by understanding the difference between service and satisfaction, the struggles encountered when trying to provide the ultimate satisfaction for both internal and external customers, and recognize quality initiatives. Discover the moment of truth, the importance of first impressions, and proven ways to deal with upset customers.
Facilitator: Terry Whitson
Terry Whitson is an independent training and development consultant with more than 25 years of experience in corporate training. She earned a master's degree in training and development from Drake University and an undergraduate degree in business with a marketing emphasis from the University of Iowa. Terry has been an adjunct faculty member at Kirkwood Community College since 1988 and Mount Mercy University since 2010. She has worked as a training manager and corporate trainer for several large companies. She also gained valuable insight into customer communications from her early work experience as a customer service manager.