Employee Engagement Translating to Customer Satisfaction
Facilitated by Jeff Dahms/Brittni Redding,
Customer Service Profiles
Customer Service Profiles believes that in order to get the most out of your Customer Experience (CX) Program you need to take an inside out approach. CX Programs can deliver feedback and data from customers, but it’s the internal climate that determines how that information is communicated, received, and ultimately put into action. Using CSP’s “Cycle of Success” as a guide Jeff and Brittni will demonstrate why most CX programs fail and how developing engaged employees can lead to a strong climate of service for both internal and external customer facing teams. Using a good mix of presenting information, role playing, and action planning, members will walk away with a clear visual of the connections between a manager, his/her employees level of engagement, and customer satisfaction. Regardless if you serve employees of other departments or are on the frontlines, this discussion will provide a framework for developing a solid connection between investing in employee engagement and a return on investment.
Members will be introduced to visual models, activities, and research that demonstrate the connections between an employee’s level of engagement and satisfaction levels of customers. All of this can be used by members to further explain the connection between investing in employee engagement and increasing an organizations bottom line.
Jeff Dahms – Vice President of Research and Development
Jeff has over 14 years of experience managing and consulting to data for both internal and external clients and has extensive experience in helping Executives focus on key indicators in order to achieve maximum results. As Vice President of Research and Development at CSP Jeff is responsible for executing all phases of the customer service measurement process including designing surveys, analyzing data, identifying trends, and delivering executive summaries. He also is responsible for working with clients to connect innovative research and analysis solutions to realistic action plans.
Brittni Redding – Director of Client Education
Brittni’s career includes relationship, people and project management experience spanning 16 years in financial services and non-profit industries. She has experience in organization wide design, implementation, and facilitation of learning initiatives with a primary focus on engagement. In addition to earning PHR and SHRM – CP credentials, Brittni is also a Gallup Certified Strengths Coach. As Director of Client Education at CSP Brittni is responsible for partnering with clients to turn data into action and managing CSP’s Manager Development & Training program.
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