How To Create World Class Customer Service - Lessons from Aileen Allkins

Presented by

Aileen Allkins, Recent Microsoft Global Vice President, Customer Service & Support

About this talk

Delivery of great service to earn customer loyalty is the goal of all Customer Service and Support (CSS) leaders. For years we have known that satisfied employees will mean higher customer satisfaction. So, how can we empower our workforce so they are highly satisfied and thus, highly engaged? Our front-line teams, who represent our brand and often have more touchpoints with our customers than anyone else, have an incredibly tough job. They deal with unhappy customers, see the flaws in our products and services, and are often under-equipped in terms of tools and training to deliver the level of service we aspire to achieve. Aileen Allkins, recent Microsoft Global Corporate Vice President and a 30-year CSS veteran will share how to develop a thriving, loyal, and engaged CS workforce with an emphasis on the connection between a company’s mission, its culture, people and customers. This webinar will offer insights on: • How to design a pathway to achieve differentiation through your front-line teams • Creating a highly engaged and satisfied workforce even in difficult circumstances • Setting this to work across medium to large-scale Customer Service and Support organizations Our Presenter: Aileen Allkins Over the course of her 30-year career, Aileen Allkins has been transforming the CSS experience of some of the world’s best-known technology companies. She was most recently the Corporate Vice President of Global CSS at Microsoft, leading a diverse and international team of over 25,000 service professionals to provide world-class support for millions of customers. At Microsoft, Aileen was responsible for leading the CSS organization to achieve numerous industry awards. She has a genuine passion for people and is a strong advocate for front-line teams. Aileen is a fan of KT. During her tenure at Microsoft and Hewlett Packard, she has deployed Kepner-Tregoe tools and practices across both organizations
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