Storytelling Strategies to Improve the Customer Experience

Sometimes, it’s hard to be friendly. Customer service is a demanding task, and it’s easy to become overwhelmed or frustrated when you just can’t get through to someone. Challenging conversations can escalate quickly, and neither you nor your customer feels good after a disagreement. Here’s the good news: it doesn’t have to be that way! Barbara Shuck, president of Everest Marketing Services, is a StoryBrand Certified Guide who will share seven simple communication principles proven to engage customers and resolve issues. This session will help customer service professionals understand how a proven storytelling framework can improve all types of conversations, even those that are going negative.

Presenter: 

Barbara Shuck, FSMPS, CPSM, Everest Marketing Services

Barbara Shuck helps firms build effective marketing/communications programs. She advises, educates, and coaches teams across the spectrum of sales, marketing and customer service in proven communication practices that result in strong reputations and long-term success. She’s a veteran business strategist, writer, thought leader, innovator, trainer, and mentor.

Barbara is no stranger to the parking industry, having worked for construction, engineering, construction management, and architectural firms. Barbara has presented to more than 8,000 attendees in the past 25+ years, and her expertise lies in knowing how to connect with audiences and provide engaging, interactive learning experiences.

These frontline trainings are provided free of charge to all IPMI members, and are generously supported by our Frontline Fundamentals Sponsor, Flowbird.