Customer Service with a Payroll Twist 2016

Why Should You Attend:

Customer service is a hot buzz word for the twenty-first century business environment. But if we use the traditional definition of customer service to mean “a policy to ensure customers receive what they need so they will return to use our product or service” and apply it to payroll, it doesn’t really work.

This webinar will discuss establishing a customer service policy with a payroll twist that creates an environment within the department that focuses on increasing productivity and efficiency rather than on the customer needs. This in turn actually allows the department to offer better service to its customers in the long run. It sets up when the department is available and when it is not. What it needs and when it needs it to ensure that all of its customers are paid on time and in compliance with all labor and tax laws.

Areas Covered in the Webinar:

• How to establish and communicate payroll department service standards
• How being a better listener will help you become a problem solver
• Employee self-service centers — are they good customer service?
• How to get other departments to help payroll meet its deadlines and provide customer service
• Tips for maintaining customer service during peak payroll department periods
• Strategies for calming the irate customer
• Tips for rebounding when your customer service fails
• How to choose the best service delivery method for your message - should you email it, voice mail it, snail mail it, or post it?
• Tactics to help you assess the customer service skills of your staff
• How to manage customer expectations
• How to establish a payroll-centered customer service policy
• When it is okay to say no to a customer—compliance is the department’s #1 customer
• Using customer complaints and comments to improve service
• Making sure your communication policy is customer friendly

Who Will Benefit:

• Payroll Professionals
• Human Resources
• Accounting Personnel
• Business Owners
• Lawmakers
• Attorneys
• Any individual or entity charged with developing and maintaining a high level of customer service within the payroll department

Instructor Profile:

Vicki M. Lambert, CPP, is president and academic director of The Payroll Advisor™, a firm specializing in payroll education and training. With over 35 years of hands-on experience in all facets of payroll functions as well as over 20 years as a trainer and author, Ms. Lambert has become the most sought-after and respected voice in the practice and management of payroll issues. She has conducted open market training seminars on payroll issues across the United States that have been attended by executives and professionals from some of the most prestigious firms in business today.

A pioneer in electronic and online education, Ms. Lambert produces and presents payroll related audio seminars, webinars and webcasts for clients, APA chapters and business groups throughout the country. Ms. Lambert is an adjunct faculty member at Brandman University in Southern California and is the creator of and instructor for their Practical Payroll Online program, which is approved for recertification hours by the APA. She is also the program developer, subject matter expert, and facilitator for the Certificate in Payroll Practice and Management Program offered by Cengage Learning / Ed2Go through hundreds of colleges and universities across the country.

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