interact with and impact customers. Customer service goes beyond the department. Customer service is a strategic leadership principle that serves as a direct bridge and relationship to customers. It is a key concept that must be instilled in and throughout the organization. When customer service is aligned with the client's needs, the appropriate dialogue, actions, projects, and initiatives occur. What 'drivers' must be present to set this in motion?
In this interactive session, Tonya Haynes shares the lessons, experiences, and pitfalls she's learned over her 20+ years of directing customer service organizations, as well as the approaches she's used to establish service and support infrastructures that are sustainable, innovative, and profitable.

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