Talks
Insightful Talks by Wendy Knowler
Wendy Knowler is an accomplished public speaker. She’s given dozens of public speaking presentations and talks – both in person and online – to corporates, NGOs and consumer groups on the customer experience, from complying with the various laws and beyond. Way beyond.
Wendy is very comfortable in the public speaking space. Her content is never dry or ‘academic’, being peppered with a string of case studies she’s dealt with during her 26 years ”in the trenches” as a consumer journalist and customer service consultant. Wendy has a treasure trove of case studies pertinent to each industry or consumer issue. She is particularly passionate about the need for companies to communicate consistently at every touchpoint – something that very few get right.
Talk Topics
Face-to-Face or Online
Duration: Negotiable
Who is Shaping your Company Image?
Wendy looks at how technology has shifted the power balance between companies and consumers in the past two decades. The days of corporates being able to control customer complaints within the privacy of call centres and email account are long over. Yet many corporates still try to maintain control on social media with stock responses and very obvious attempts at taking complaints off line.
You will learn:
- How to deal with customers on social media
- You’ll be able to identify if you have the right people in key positions
- The importance of language, tone and timing when dealing with customers
- How to use technology to your advantage
Unpacking epic corporate fails:
How your brand deals with the media in times of crisis/spotlight will define public perception of your brand for many years. Wendy trains personnel tasked with dealing with the media; from drafting media releases to responding to queries on multiple platforms. It’s one intervention that can add considerable value to a brand.
10 Ways to get your customer service offering into 2024 – and get the edge on your competition
Quick and not-so-quick ways to surprise your customers in a good way and boost your company’s customer service offering.
Wendy is also able to do tailor-made public speaking talks on request. These can either be face-to-face or virtual.
Please get in touch via the contact form below.