Webinars

  February 17, 2010 at 02:00PM ET

Delivering top-notch customer service should be amongst your department’s top priorities for this year.

Why? How your payroll department handles complaints can do more than make or break your day—it impacts your department’s reputation within your company.

In fact, mastering the nuances of customer service can actually increase department efficiency and job satisfaction amongst your staff.

Join IOMA and renowned payroll expert Vicki Lambert, CPP and get the tools you need to effectively provide information and solutions to the problems your customers encounter during the payroll process.

ET and in just 90 minutes, you will learn:

• How to establish and communicate payroll department service standards
• Tips to becoming a better listener and problem solver
• How to use customer complaints to improve your customer service
• Strategies to help evaluate customer-sensitive automated response systems
• When saying no is okay—compliance versus customer service
• How to get other departments to help payroll meet its deadlines and provide customer service
• Strategies for calming the irate customer and managing customer expectations
• Tips for rebounding from service failures
• How to choose the best service delivery method for your message. Should you email it, voicemail it, snail mail it, or post it?
• How to assess the customer service skills of your staff

Order the CD now.

FEATURED FACULTY

Vicki M. Lambert, CPP
President, Lambert & Associates and Editor, IOMA's Payroll Manager's Report and Payroll Compliance Guide

Vicki M. Lambert, CPP, is President and Academic Director of Vicki M. Lambert, LLC a firm specializing in payroll education and training. Ms. Lambert has a Bachelor’s degree, Magna Cum Laude in Business Administration and is a Certified Payroll Professional with over 30 years of multi-state payroll experience.

Ms. Lambert has lectured extensively throughout the United States on payroll administration and compliance issues for clients that include ADP, CCH Incorporated, Ceridian Employer Services, Fox Studios, County of Riverside, Sun Microsystems and others. She has authored, co-authored or edited numerous payroll publications and newsletters.