[On-Demand] How to Build a Customer-Focused Workforce

Is your business finding that customer behavior or expectations are changing? And does this mean you need staff with different skills or behaviors?

This Personnel Today webinar, in association with PeopleScout, looks at how many employers are re-engineering how they engage their customers.

Statistics from customer service platform provide Zendesk show that 60% of customers will choose an alternative supplier after just one bad experience. And research from Bain Capital found that organizations that excel at customer experience drive revenues up to 8% higher than others in their market.

To meet changing consumer expectations, customer facing teams need different skills and employers are having to adapt the competencies they look for in the hiring process.

Join Rob Moss, editor of Personnel Today, as he chairs a panel of industry experts to discuss the talent changes they’re making and anticipate for 2023. Panellists include: Sam Westwood, head of people for The White Company; Chris Jackson, group head of colleague experience at Centrica; Patsy Legender, head of operations at Newcastle Strategic Solutions; and Debbie Hayes, HR director at Renewco Power.

Despite the growth of digital channels, excellent customer service is still a must-have. Watch this webinar to learn:

  • Customer queries have become are more intricate and high-value
  • Employees need the skills to liaise with customers through chats, emails and social media
  • Customer service representatives need soft skills like listening and empathy
  • Problem solving abilities have become key to resolving more complex queries.