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January17, 2020
Report
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Rationale for CustomerCon
• Need for engagement activity to showcase
effective customer service in the workplace
• Need for teachers and industry professionals
to collaborate together on real-world
scenarios that bring relevance to students
• Create activity that showcases clients who
present challenges for students as they
provide services
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Our Focus…
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“Our Difficult Customers”
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Event Overview
• Scenario based interactions with difficult
customers
• Industry professionals model appropriate
customer service strategies
• Panel discussion with student questions
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Student Role
• Student’s observed scenarios with teachers as
difficult customers
• Take note of things they heard
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Teacher Role
• Introduced customer attributes and strategies
to handle interactions
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What did they learn?
• Students tried to correctly match the difficult
customer to the teacher
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Our Scenarios and Cast
• Based on feedback from teachers and industry
professionals
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Customer Service Award Winners
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Industry Professionals
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Our Feedback
97% 98%positively expressed
satisfaction with the
breakout trainings
positively expressed
overall satisfaction with
the CustomerCon event
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CAVIT in the News….