Leadership Learning Series – Fall Breakfast Break

//Leadership Learning Series – Fall Breakfast Break

   

Complaints are Gifts

Using Complaint Data to Increase Customer Loyalty and Drive Improvement

Donna Drehmann is the owner and President of Listen Learn Live, LLC, a Nashville based Customer Experience consulting firm.  Prior to launching the firm, she held executive leadership roles in her field of expertise at both XO Communications and Asurion Insurance Services.  With over 15 years of proven success, Donna is now elevating customer satisfaction scores and developing initiatives that result in reduced customer complaints for finance, retail, healthcare and non-profit clients.  

Using Complaint Data to Increase Customer Loyalty and Drive Improvement

 80% of consumers are influenced by company reviews, even if the reviews are made by a stranger. In our social relationship and reputation economy, how we manage and respond to customer complaints can either secure loyal customers for a lifetime or expose an isolated incident as a customer experience catastrophe. As business leaders, we need to understand that complaints are gifts.

Join me as I share with you how to:

  • Unwrap the content contained in complaints
  • Determine the value of the complaint to your business
  • Re-gift to the customer a solution that will make them loyal for life!

Presented by Donna Drehmann –  owner and President of Listen Learn Live, LLC, a Nashville based Customer Experience consulting firm.  Prior to launching the firm, she held executive leadership roles in her field of expertise at both XO Communications and Asurion Insurance Services.  With over 15 years of proven success, Donna is now elevating customer satisfaction scores and developing initiatives that result in reduced customer complaints for finance, retail, healthcare and non-profit clients.  

Where:               Piedmont Natural Gas

                             83 Century Blvd, Nashville 37214

When:                 October 1, 2013
                             7:30 am – 8:00 am                   Registration and Networking (Continental breakfast provided)

                             8:00 am – 9:00 am                    Main Session

Registration:     Go to:   http://www.leadershipdh.org/leadership-learning-series/  Or click on Programs and Learning Series.

                                     This session is sure to be delightful and is an easy 1 1/2 hours morning session with breakfast included.

Cost:                    Due to the generous support of our sponsors, the session is offered free of charge.  PRE-REGISTRATION IS REQUIRED due to limited seating.

If you have questions please e-mail director@leadershipdh.org

2017-06-01T17:31:07-06:00 September 12th, 2013|EVENTS!|