ForeverCare - Increase Loyalty and Profitability through Red Carpet Customer Service
Wednesday, May 6, 2015
1:45 PM - 2:45 PM
Established in 1899, Germany, Miele is a premium manufacturer of appliances and commercial equipment. From purchase to delivery to installation, hear how Miele delivers red carpet service directly to customers. Focus on your end-to-end service quality to improve bottom-line and customer word-of-mouth. Develop a holistic approach to: 1. Allow employees to understand your company, products and customer road map. 2. Design training and recognition programs to increase engagement. 3. Enhance B2C and B2B quality assurance. 4. Capture opportunities for up-selling and cross-selling.
About the Speaker
Eric Esguerra graduated from York University with a double major in Sociology and Social Science and has been in the Customer Service industry for over 24 years. He has held numerous progressive management roles amongst companies such as Sprint Canada, Rogers Telecommunications, Staples International and is currently the National Director of Customer Service and Operations at Miele Canada Limited. Eric has had extensive experience in contact centre, 3rd party and onshore vendor management. Alongside call centre operations, Eric has also been accountable for the creation and management of numerous internal departments. Alongside his Canadian responsibilities, Eric is a part of Miele’s Customer Service International organization located in Germany and is accountable for the company’s global best practices. Combined with his current role at Miele, Eric also sits on the board of Directors for the CSPN. He has been with the CSPN for over 7 years and has worked very closely with them to create, develop and launch a world class customer experience program specific to his consumer base via his service teams. Eric’s passion for being a customer advocate is evident in his loyalty to the industry over the past two decades. His favourite motto being “The Customer Experience is Paramount and must be the driving force to any organization” has been a key focus for his success thus far.