In this session, tailored for small business owners, Beverly Hathorn will present strategic plans for enhancing Customer Service Teams to increase employee engagement and drive higher customer satisfaction. This engaging and actionable presentation will deliver practical steps to improve front-facing teams, help create a more efficient and effective service delivery process and foster lasting customer relationships.

Beverly Hathorn's Bio
For over 30 years, Beverly has been deep in the trenches building teams, coaching talent, and helping people reach their professional best. No stranger to the complexities of teams, her approach is formed by a successful 25-year career at AT&T, plus engagements with the State and Federal Governments.

She combines her extensive industry ability with targeted Project Management and HR Certifications to help clients build high-performing teams. As a published thought leader and podcast host, she loves bringing attention to the far-reaching benefits that employees and employers alike experience through improving cultures.

Beverly feels that once organizations realize that their culture is the soil in which all things grow, they can be more intentional about aligning policies and practices and investing in training and development programs. The goal is to foster and nurture a culture of psychological safety, autonomy, and flexibility.

As the owner of Strategic HR Consultants, Beverly plans to show clients who struggle with high customer complaints, and low employee engagement, how to build stronger teams that deliver better customer experiences.