Highly sought after author, speaker and trusted advisor to service & support leaders around the world, Phil literally wrote the book on how to earn respect and then demand respect on behalf of your customers.
Just got back from two weeks in China. Saw Beijing (Climbed the Great Wall (Badaling section), Forbidden City, Tianamen Square and more), Xi’an (Terracotta statues and more), Yangtze River (Three Gorges dam) and Shanghai (Bund, Pudong and more).
Lots of amazing things to see. China has raised more people from grinding poverty to ‘middle class’ faster […]
In my last post, I wrote about $1,500 saved. This post I’ll walk through some of the major ways the dealership messed up from a service point of view.
Issue: Inconsistent information. Why was I asked to pay $1,500 when a week earlier I was told it would be covered under warranty.
Lesson: Deal with the bad […]
Speakers and topics for the October 7 “Voice of the Customer” retreat will explore a range of leading-edge topics in customer satisfaction and customer interaction, according to the organizers of the event, which will be held at a country club resort outside Boston.
The agenda includes the following speakers:
Marlene Bessette, vice president of customer loyalty at […]
MORE NEWS »Oct 7 Voice of the Customer retreat in Bolton MA.
A one-day retreat for customer support managers to explore leading-edge ideas for improving customer satisfaction and customer interaction. Interactive discussions with 150 peers in an intimate, country club setting. Topics include customer satisfaction metrics, compensation incentives, feedback analysis, brainstorming forums, and integrating customer input into support processes and knowledgebases.
REGISTRATION: $285 per attendee; $50 discount if you contact me for the code.
More than ever, you face decisions about support and services strategy that take you into uncharted territory.
How should you structure global support? How do you motivate a globally distributed support team? Can you migrate customers from free to fee-based support? Is self-service really an option? What about new technologies? How do you switch from ‘activity’ based metrics to ‘outcome based’ metrics? How do you make support the voice of the customer?
These are tough issues because your best in-house people simply don’t have the right information to show all your possible options.
That’s why it’s probably time to have a chat with Phil Verghis. Phil is a highly respected management consultant who has helped dozens of support and services executives devise winning strategies. He’s been a top-level support executive himself, he’s written the definitive book on customer-centric management, and he has hands-on experience with implementing new metrics, new systems, new business models, and new market development initiatives.
But most importantly, Phil brings a fresh perspective to problems that seem to have no easy solution. One client calls this knack “Phil’s magic.” Another says, “You helped us see possibilities that we never knew existed.” And another calls him “my most trusted advisor.”
If you’re venturing into uncharted territory and want a better idea of your options, give Phil a call at +1 (617) 395-6613 (or send him an e-mail at Phil [at] verghisgroup.com). Talk about the problem you’d like to solve, and see if he can help. Then, if you like what you hear, consider bringing Phil in to your offices for a one- or two-day brainstorming session, or perhaps for a larger project or an ongoing advisory relationship.
With Phil as your advisor, you’ll be surprised at how many new possibilities open up for you and for your company.
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