The 2024 Customer Service Forum, held in February, was a significant event for many of our members. It provided a platform for sharing insights, learning new strategies, and making commitments to improve internal and external communications. Here are a few success stories from our members who attended:
Kevin Rodriguez (Gardiner):
Kevin utilized strategies from Lisa Wither’s EQ and DiSC discussions and was able to tailor his communication strategies based on his team member’s DiSC profiles. Following an in-house seminar that his group attended together, communication within the team has noticeably improved. Now, Kevin is focused on enhancing communication with internal customers using the EQ insights he gained.
Stefanie Coffey (Oklahoma Chiller):
Stefanie and her team discussed the material from the Customer Service Forum and created a Customer Service Memo on Emotional Intelligence and communication styles. She has practiced mindfulness in her interactions with coworkers of different DiSC styles and shared her forum takeaways with her Executive Team. They welcomed a new team member who developed an action plan to enhance retention efforts, including conducting “Stay Conversations.” This initiative is expected to significantly improve their retention strategies.
Megan DiVito (Phoenix):
Megan has implemented numerous communication strategies from the EOS system, including weekly leadership meetings to address issues and maintain a positive atmosphere. At Phoenix, they emphasize kindness and constructive feedback in private when needed. Megan has been promoting positivity in the office, fostering a supportive team environment. Next up for Megan are customer surveys, which they’ll tackle after the busy summer season.
Christine DiFilippo (Peterson):
Christine introduced several ideas from her peers to the team at Peterson, resulting in the implementation of XOi, a new approach to referring to their customers as “Clients,” and the initiation of an email-based customer survey program managed by their sales and marketing team. Christine says these changes have started to reshape their customer service approach.
These stories illustrate the power of commitment and the impact of implementing new strategies learned at the forum. Each member’s journey underscores the value of continuous learning and adaptation in achieving better communication and service outcomes. We’re proud of their progress and look forward to seeing even more success in the future.
Did you accomplish what you’d hoped when you left the meeting? If not, how can we help you? If you completed your action plan, congratulations! Email Julie with your success story.
