Sharon Barlass spent over twenty years in Customer Service, Sales Administration and Consumer Affairs. She has managed customer service functions for companies including, Litton Microwave, Plastics Inc., Anchor Hocking, The Newell Group, FMG TSUMURA and Kodak.
Sharon’s expertise includes department organization and structure, professional development of customer service personnel, customer service training and motivation, development of policies and procedures, needs assessment for order entry, call centers, warranty systems and product returns, efficiency improvements, effective communication and EDI implementation.
In her role as Customer Service Manager/Director, Sharon successfully integrated customer service into the company’s goals and strategies and developed a culture committed to customer service excellence. She has implemented operational efficiencies resulting in reduced operating expenses and improved levels of service. She has developed Policy and Procedures including manuals for internal customer service staff as well as inside and outside sales force. She has been a major contributor to the development of several computer based order processing and product returns programs.
Creating Customer Service Champions
by Sharon Barlass
Creating Customer Service Champions is a must-have tool for customer service managers. It provides highly practical guidance and exercises that help customer service managers transform ordinary customer service representatives into customer service champions. No fluffy feel good stories, just hard-hitting practical advice from a seasoned customer service executive.
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