Empowering Front-facing Employees for Outstanding Customer Satisfaction

Your customer service is the face and voice of your business. It has the power to make or break your clients’ experience. My guest today is an expert when it comes to properly training and empowering front-facing employees to handle customer inquiries and complaints.  

Beverly Hathorn, owner of Strategic HR Consultants , is a customer satisfaction guru with over 25 years of experience managing and developing teams. She looks at company culture, team collaboration, communication, and unity to spot opportunities for improvement to make a better journey for her clients.  

Join the conversation to learn about the importance of improving client-relation processes, how to create a customer-centric organization, and the different methods for measuring customer satisfaction, including the Net Promoter Score and the Customer Effort Score. 

If you liked what you heard in this episode, consider reaching out to Beverly! 

About Your Host 

DCA Virtual Business Support President, Denise Cagan, has been working with small businesses for over 20 years. She has served on the boards of professional organizations such as Business Leaders of Charlotte (BLOC) and the National Association of Women Business Owners Charlotte (NAWBO). Denise is also a graduate of the Goldman Sachs 10,000 Small Business Program, which is a program for small businesses that links learning to action for growth-oriented entrepreneurs.   

Recognized as a facilitator, problem solver, and builder, Denise enjoys speaking to business groups about social media for small businesses and motivating remote and work-from-home (WFH) teams. She holds a Bachelor of Science in Quality Systems Management from James Madison University. With extensive experience in outsourcing solutions that provide administrative, creative, marketing, and website support, she is able to help other small businesses grow and thrive. 

Connect with Denise 

DCA Virtual Business Support website. 

View and listen to Podcasts with Denise Cagan. 

LinkedIn

About Your Host

DCA Virtual Business Support President, Denise Cagan, has been working with small businesses for over 20 years. She has served on the boards of professional organizations such as Business Leaders of Charlotte (BLOC) and the National Association of Women Business Owners Charlotte (NAWBO). Denise is also a graduate of the Goldman Sachs 10,000 Small Business Program, which is a program for small businesses that links learning to action for growth-oriented entrepreneurs.

Recognized as a facilitator, problem solver, and builder, Denise enjoys speaking to business groups about social media for small businesses and motivating remote and work-from-home (WFH) teams. She holds a Bachelor of Science in Quality Systems Management from James Madison University. With extensive experience in outsourcing solutions that provide administrative, creative, marketing, and website support, she is able to help other small businesses grow and thrive.

Connect with Denise

DCA Virtual Business Support website.

View and listen to Podcasts with Denise Cagan.

LinkedIn