Customer Service Expert, Susan Hoekstra Joins Business Expert Webinars Speaker Portfolio

Susan Hoekstra, Author of The Service Journey, Customer service consultant, trainer and keynote speaker has joined Business Expert Webinars to help companies cost-effectively improve their clients experience while being trained at their desk. Susan will begin delivering webinars in July.

Midland Park, NJ, July 29, 2009 --( Business Expert Webinars (BEW), the leading provider of business eLearning, announced that customer service expert, Susan Hoekstra, has joined their speaker community.

“Customer service isn't just about retaining clients. It's about creating an experience that leads your clients to want to invest more in you. From buying more products, to serving as an advocate, to providing referrals…a strong customer service program is the key ingredient to the successful business recipe. Susan Hoekstra helps companies create that customer service experience. Author of the widely-acclaimed book "The Service Journey," Susan has masterfully helped companies grow through stellar customer service. We are looking forward to Susan's eLearning program that will focus on customer service,” said Lee B. Salz, President and CEO of Business Expert Webinars.

Susan Hoekstra, said, "I’m so happy to join Business Expert Webinars. They provide a platform and expertise that facilitates bringing client-experience best-practices, service strategies and customer service tips to my audience."

Susan owns Susan Hoekstra & Associates and is an experienced senior manager and consultant who spent the past 25 years working with multi-sized, fast-paced companies in the manufacturing, distribution, membership services, franchise and financial services industries. Over the years, she has developed a penchant for developing strategic service initiatives that drive growth and value to clients, employees and shareholders. Most recently, she worked at a $5 billion corporation, responsible for their service strategy.

Susan begins delivering e-seminars with Business Expert Webinars in July 2009 and is offering three e-learning classes that compliment one another: Customer Service for a Social Media World is designed to help employees and their managers differentiate themselves from their competition through their delivery of customer service, identify triggers that set-off customers, avoid the expressions that drive customers nuts and the ones that cause them to fall in love with your company all over again, change from being reactive to proactive in your delivery of customer service, and handle tough customers who have valid, as well as invalid, complaints. Advanced Customer Service Planning for Services Firms helps managers assess the customer service elements most important to your clientele, establish performance standards and measurements for your customer service program, communicate with all of your employees about the importance of customer service and their role in shaping the experience, teach your employees to deliver proactive customer service so they wow your clients, and design a service recovery and escalation plan for when issues occur…because they will happen. Use Customer Service to Win Loyal Clients helps managers differentiate their organization by making client satisfaction pervasive throughout. Specifically, managers will create a vision and commitment to deliver high-level service, assess your organization's structure to ensure it is best aligned to deliver on your service commitment, develop a rewards and recognition program to ensure your employees deliver customer service the way you want, hire employees that share your service values, solicit input from your clients on your service performance … so you can deliver the experience they expect, and establish service performance measurements that matter.

About Business Expert Webinars
Business Expert Webinars (BEW) is the leading provider of live, skill-based, business eLearning training programs. BEW helps speakers, consultants, and trainers add eLearning to their product portfolio. The BEW speakers are international business experts including best-selling authors, award-winning speakers, and business gurus. With over 750 webinars delivered by over 150 speakers, BEW can help any business professional improve their skills. For more information, visit

Lee B. Salz
Business Expert Webinars
Chief Executive Officer
9784 Troy Lane, Minneapolis, MN 55311

Susan Hoekstra
Susan Hoekstra & Associates
President, Owner
41 Plane Street Suite 101, Midland Park, NJ 07432

Susan Hoekstra & Associates
Susan Hoekstra