The importance of internal customer service with Carol Heady

Carol Heady

Carol Heady, the president of Learning and Performance Solutions, a consulting practice specializing in customer service training, consulting, and leadership development programs joins Enterprise Radio to discuss the importance of internal customer service.

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

  • You want to shine a light on internal customer service, why is that important & how do you define internal customer service?
  • Why is it more important for business leaders to focus on it?
  • How does internal customer service impact 4 key business drivers?
  • 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: 13:47

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 fortune 100 and 500 companies. 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 emotional intelligence, improving collaboration and cross departmental communication, and strengthening coaching competencies to maximize individual and organizational performance.

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 corporate training and development.

Web Site:
Book Web Site:
Twitter: @carolheady

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