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Tackling 5 Hidden Causes of Poor Customer Service

  • New York Marriott Marquis 1535 Broadway New York, NY, 10036 United States (map)

CRM Evolution Conference Breakout Session

Getting employees to consistently deliver exceptional customer service is a challenge for every organization.

Many employees fall short of their potential, even with significant training and coaching. Based on extensive research, this session reveals five of the hidden causes of poor customer service. For example, experience can actually hurt an employee’s ability to listen to customers. Also, a skill listed in almost every customer service job description is a common cause of service failures.

Through a series of experiential activities, discover these and other obstacles in a way that’s both fun and revealing. More importantly, learn how to create solutions for overcoming these challenges in your own organization.