ACCP (Association of Customer Contact Professionals) is a professional, non-profit association whose members represent customer contact organizations and the vendors who support them. Our membership consists of organizations of all sizes, from a variety of industries - including manufacturing, healthcare, financial, out source, legal, technology, staffing and more. We have first and third-party focused members, including telemarketing, call centers, collections, customer service facilities, help desks, client retention, etc.
Power of Words to Engage the Customer
- Engaging from raging – transforming the customer’s initial approach
- Managing the Conversation – working with not against and discovering the real issue
- Words of Distance – using words that creates anger, defense, or doubt
- Words of Encouragement – gaining customer confidence
- Collaborative closing - gaining the buy-in for the next steps
ACCP members – bring someone in your network who can benefit from and/or contribute to the ACCP. Take advantage of this opportunity to win great prizes!
We will conclude with a tour of the Centriq site.
Jeni Yelton works for Philadelphia Insurance as a Sr. Learning & Development Specialist. For over 20 years, Jeni has worked in Employee Development including roles as a Training Manager, HR Regional Manager, Training and Development Consultant, and an HR and Business Development Manager. Before entering the field of Human Resources, Jeni worked in Customer Services Operations as a Quality Analyst and Sr. Contact Center Representative for Vanguard Airlines and The Walt Disney Company.
Jeni received her Master’s in Adult Learning and Leadership from Kansas State and her B.A. in Human Resources Management with Training & Development emphasis from Ottawa University. Jeni was and was recruited to be on the Life Office Management Association’s (LOMA) Educational Committee of eight representatives; responsible for making decisions on LOMA Education Programming across the country.
We are happy to share with you the link to the presentation document that Jill McCarthy presented at our December 2018 event at Union Station:
ACCP December Event: KCADC2018