Archived Event

The Customer is Always Right: Building and Teaching Client Relationship Skills

Date : Jun 28, 2006
Start Time : 11 a.m. Eastern
Length : 01:00:00

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Have you been on the receiving end of a poorly handled customer service interaction and thought, "if I treated my clients this way, I'd be in big trouble"? Have you witnessed a less experienced staff member deal with a client in a way you wouldn't have? Have you wanted to replicate throughout your team the skill some staff members have in turning a disappointed client into a satisfied and loyal one?

Customer relationships are an "evergreen" concern. As technology evolves and our overall style of interaction with clients changes over time, and as our positioning in our markets and stakeholder groups requires ever more attention, we need diligence in forging and maintaining productive customer relations. Fortunately, there are straightforward principles to guide us in achieving excellence in the individual customer experience and in the overall client relationship. Ulla de Stricker outlines key principles for managing customer interactions and comments on ways to foster a consistent customer friendly attitude shared among all staff.

Ulla de Stricker ?Consultant, de Stricker Associates

Ulla de Stricker, in consulting practice since 1992, helps clients deal with the full gamut of knowledge management challenges, bringing to bear decades of experience. Since the late 1970s, Ulla de Stricker held information industry positions with responsibility in the areas of strategy, design, and market client relations. She managed the Canadian operations for DIALOG in the 1980s and built the electronic publishing venture for a Canadian unit of Thomson in the early 1990s. She is well known for her bold vision of the future of the library profession and is a popular speaker at information conferences internationally.