The Value of Relationships / Customer Service

9:30 a.m. - Noon, Thursday, Feb. 14, 2008

Customer relationships affect the bottom line of any business, and newspapers are no exception. Find out the value of strong customer relationships in this interactive workshop. We will talk about relationships with subscribers, readers and advertisers. How can we cultivate and build those relationships? What is the benefit? How can we obtain feedback from subscribers and advertisers, and what can we do with that information?  How can we get the voice of the customer in the room when making decisions? Should newspapers develop standards for customer service?  How can they be measured?  We will discuss and respond to each of these questions and tell you how to get started in building that customer loyalty.
 
 

Alice Rodriguez is the Richmond Times-Dispatch’s customer advocate, a position she has held since April 2005. Rodriguez has been with the Times-Dispatch for more than 20 years, having held the position of manager of training and development before assuming her current duties.  In addition, she was a manager in the Circulation Subscriber Relations Department. Before coming to Richmond, Rodriguez held various positions in the Circulation Department at The Miami Herald. She has extensive customer service experience and has developed and conducted many customer service workshops.
 
 
 

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