In light of the Covid-19 pandemic, the Specialty Tools and Fasteners Distributors Association (STAFDA) and its Customer Service Consultant, Dr Jeanne Hurlbert, have adapted the scheduled spring Concierge Customer Service Workshops to an online interactive format.
Hurlbert will also be adding a new component to the program on how to keep customers and employees engaged during the pandemic and beyond.
The Concierge Customer Service workshop will be a day-and-a-half online program discussing what customers want, and how well companies are providing those asks, by dissecting key accounts' customer service game. The workshop will also create a system to generate feedback from customers focusing on actionable strategies to keep profitable customers and attract similar customers, while identifying techniques businesses can use to transform their own customer service.
To implement the workshop, STAFDA will use the GoToWebinar format to allow attendees access from their office or home computers. The first workshop will take place 21-22 April from 8:30am-4:30pm on day one, and 8:30am-12.30pm on day too (central), with the second taking place 28-29 April from 8:30m-4:30pm on day one and 8:30am-12:30pm on day two (mountain).
The workshops will provide interactive breakout sessions with STAFDA pairing up participants in advance and providing phone numbers to partners who will be able to call each other while the presentation is paused, before the program resumes at the designated time. PDFs of the handouts will also be made available to attendees.
STAFDA is providing a steady stream of information surrounding the developments related to the Coronavirus to its members,with input from its partners at the Small Business Legislative Council (SBLC), the National Association of Manufacturers (NAM) and consulting firm CliftonLarsonAllen (CLA), on its website.
On Tuesday 24th March, SBLC will host an hour-long webinar for STAFDA members on the issues faced by small businesses in light of Covid-19, in particular managing employees and business closures. The webinar will provide an overview of the new and existing laws businesses need to navigate during this period.
The webinar, scheduled for 12:30pm Eastern time, will also provide time for Q&A, with all questions answered even if the session runs over its hour time slot. Information on how to register can be found on STAFDA's members-only home page.
SBLC provides STAFDA with information for employers, facts for employees and a summary of the newly-implemented Families First Coronavirus Response Act set to take effect 2 April 2020.