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Customer service excellence with Learning and Performance Solutions

Posted: December 20, 2012 at 4:43 pm   /   by   /   comments (0)

Carol Heady, the president of Learning and Performance Solutions, a consulting practice specializing in customer service excellence and leadership effectiveness joins Enterprise Radio.

Listen to host Eric Dye & guest Carol Heady discuss the following:

  • Why should companies consider a customer-centric business strategy?
  • What’s critical to a customer-centric business strategy?
  • Why do you think customer service is a leadership opportunity?
  • You recently published a book, Turning Rants Into Raves: Turn Your Customers On Before They Turn on YOU!  What’s the central message of the book?
  • You have described the book as a fresh and unique perspective on how to deliver exceptional customer service, what is fresh and unique about your book?

Duration: 10:37

Carol Heady is founder and president of Learning and Performance Solutions, a consulting practice specializing in customer service training, management and leadership development programs, and career management. Carol brings 25 years business experience to her consulting practice from a diverse background including: financial services, retail, telecommunications, and academia. Prior to founding Learning and Performance Solutions, Carol held several corporate training and development positions at major companies including M & T Bank, MetLife, Ethan Allen Inc., and Cablevision Systems Inc. In addition to her human resource development experience, she has an extensive customer service and operations background from a fourteen-year career with Kraft Foods.

Carol works with clients to implement training programs and management reinforcement strategies that improve customer satisfaction, build customer loyalty, and increase revenue. Her leadership development programs focus on increasing self-awareness, team effectiveness, and building coaching competencies to maximize individual and organizational performance. When it comes to career management Carol understands the shared responsibility for career development between employee, manager and company so Carol works with individuals and companies to strategize, develop and execute career development programs that fulfill employee and organizational needs.

Through inspiring and transformative training sessions and coaching programs Carol helps move people to action that gets results. She’s trained thousands of employees to deliver customer service excellence, and coached hundreds of managers, including c-level, senior and middle managers to increase their leadership effectiveness.

Carol is author of Turning Rants into Raves: Turn Your Customers on Before They Turn on YOU! She is also one of twenty five consultants to author Women as Leaders: strategies for empowerment and communication. She is a contributing author to Group Coaching, A Comprehensive Blueprint, and she is a contributing writer to Leaders are Readers blog for the Poughkeepsie Journal.

Carol obtained her M.S. in Organizational Management and Human Resource Development from Manhattanville College, and received her coaching training from the leading global provider of coach training programs, Coach U. She is an Adjunct Professor at Manhattanville College where she teaches a graduate course on workplace learning.

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