WLC - Difficult Customer Conversations

Difficult Customer Conversations
Preparing for the Unexpected & Debunking the Myths
 
The customer service world can present many unique challenges. Kate Smiley and Delainey McIlwain of Park National Bank will provide the tools and knowledge needed when faced with difficult customer conversations, including how to deal with the "unknown" and debunking common myths around customer service.
 
Takeaways:

• Phone protocol – hang up the phone on unruly customers. We will dive into a different approach for you to consider.  
• The customer is always right. Let’s look at 5 reasons why the customer may not be right.

 
Kate Smiley
Senior Recruiting Consultant
Park National Bank

Kate began her career at Park National Bank in 2010 as a Teller after obtaining her BS Degree in Education and Human Development. Throughout the last decade, she transitioned from the front line to the Director of Freedom Years, during which she annually led up to 1,500+ customers on vacations all over the world. A recipient of the Lancaster Fairfield County Chamber’s 2019 Tammy Nusser Customer Service Award, Kate also serves as the Board President of the Decorative Arts Center of Ohio and is involved in Lancaster Rotary, Young Professionals of Fairfield County, and the Fairfield County Foundation's Women's Giving Circle, among other organizations.


Delainey McIlwain
Community Relations Coordinator
Park National Bank

Join us on Friday, August 4, for an opportunity to hear from our guest speakers and create some amazing connections!

The Women’s Leadership Coalition was launched with the goal to educate, inspire, mentor, and support women in leadership positions in the workplace and in the community. The program also fulfills key parts of Pickerington Area Chamber's vision and mission to provide opportunities for connection and to help our members and community thrive both today and tomorrow.