Are you winning in terms of wowing your customers? Or are you, or your team, unwittingly alienating them in the way that you interact with them?
Wendy Knowler can help.
Wendy Knowler is an accomplished public speaker. She’s given dozens of public speaking presentations and talks – both in person and online – to corporates, NGOs and consumer groups on the Consumer Protection Act and customer service issues.
She’s very comfortable in the public speaking space. Her content is never dry or ‘academic’, being peppered with a string of case studies she’s dealt with during her 23 years ”in the trenches” as a consumer journalist and customer service consultant. Wendy has a treasure trove of case studies pertinent to each industry or consumer issue. She is particularly passionate about the need for companies to communicate consistently at every touchpoint – something that very few get right.
What Wendy has to share is extremely real and relatable and could give your company the edge in an increasingly competitive space.
Talk topics:
Face-to-face (F2F) duration: 45 minutes + 15 mins Q&A time
Online duration: 60 minutes + 15 mins Q&A time
Who is Shaping your Company Image?
Wendy Knowler looks at how technology has shifted the power balance between companies and consumers in the past two decades. The days of corporates being able to control customer complaints within the privacy of call centres and email account are long over. Yet many corporates still try to maintain control on social media with stock responses and very obvious attempts at taking complaints off line.
You will learn:
- How to deal with customers on social media
- You’ll be able to identify if you have the right people in key positions
- The importance of language, tone and timing when dealing with customers
- How to use technology to your advantage
Meeting the needs of customers in a pandemic:
We’ve all heard businesses need to increase marketing and ad spend in tough times, rather than cut back, but that investment will be wasted if those new customers don’t get treated right.
Mostly that involves communicating with them appropriately, be it via email, WhatsApp, phone or social media. Especially when things go wrong, as counterintuitive as that seems. Consumers have been financially and emotionally battered by Covid-19 – treat them with professionalism, respect and empathy and they’ll be yours for life; along with their circle. And of course, the opposite is true.
Having been at the coalface of consumer-company interaction for more than 20 years, Wendy Knowler shares what she’s learnt about how Covid-19 has shaped and altered that relationship.
You will learn:
- What not to do when you let down your customer, or when they let you down
- Which dated, patronising phrases you need to drop from your corporate cut-and-paste correspondence
- How to make sure that your company speaks with one voice on all its platforms
- How to make all staffers understand the concept of joint responsibility which is the key to consistently great customer service.
Unpacking epic corporate fails:
When companies and their products hit the headlines for all the wrong reasons (think Ford Kuga and Enterprise polony) they tread a very fine line between reputation damage limitation and heeding the advice of their “don’t admit liability” attorneys. In detailing many of the high profile corporate crises she has reported on over the years, Wendy Knowler gives valuable, practical advice on what to do – and what not to do – when your worst PR nightmare happens.
10 Ways to get the customer service offering into 2021 – and get the edge on your competition:
Quick and not-so-quick ways to surprise your customers in a good way and boost your company’s customer service offering.
Wendy is also able to do tailor-made public speaking talks on request. These can either be face-to-face or virtual.
Please get in touch via the contact form below.
