Posted March 23, 2020

STAFDA Concierge Customer Service workshops now online

Workshop is set for April 21-22.

Due to the COVID-19 pandemic and to keep our members as safe as possible, STAFDA and Dr. Jeanne Hurlbert, STAFDA’s Customer Service Consultant, have adapted the scheduled spring Concierge Customer Service Workshops to an online interactive format.

Fortunately, Jeanne happens to be one of the only experts in the country on social networks and social support during disasters. She’s adding a new component to the program on how to keep customers and employees engaged during the pandemic and beyond.

The Concierge Customer Service workshop will be a day-and-a-half online program. Jeanne will help attendees meld research and marketing to answer the two most critical questions: What do customers want? and How well is your company providing it?

Dissecting key accounts to learn why they start and continue to buy will guide participants as they “up” their customer service game. They’ll also create a system to generate feedback from customers focusing on actionable strategies to keep the most profitable customers and attract similar customers, while identifying techniques to transform their customer service.

As competition and disruption increases in the supply chain, some companies find themselves running scared. However, leaders in the market continuously innovate by leveraging key indicators showing why top accounts start to buy and continue to buy, so they can serve those accounts at the highest level.

Here’s a quick rundown of how the online format will work:

  • The program will be a day-and-a-half long. STAFDA will use the GoToWebinar format to give attendees access from their office or home computers. Participants will receive two links from GoToWebinar – one link for each day of the program.
  • The dates and times are April 21-22 from 8:30 a.m. – 4:30 p.m. on day one and 8:30 – 12:30 p.m. Central on day two; and April 28-29 from 8:30 a.m. – 4:30 p.m. on day one and 8:30 – 12:30 p.m. Mountain.
  • Jeanne will have interactive breakout sessions. STAFDA will pair up participants in advance and provide cell phone numbers to partners. When it’s time to discuss, Jeanne will pause the presentation and participants can call (or FaceTime) each other. The program will then resume at the designated time.
  • PDFs of the handouts will be made available to attendees.

For more information on the STAFDA Concierge Customer Service Workshops please see the attached brochure or visit the Education tab in the members-only section of Please contact Catherine Usher,, 262/784-4774 or 800/352-2981, with any questions.

Dr. Jeanne Hurlbert is an expert in survey research, social networks, Concierge Customer Service, and big data/predictive analytics. She specializes in getting the information businesses need to ensure continuous process improvement and transform their marketing. Jeanne served on the faculty of Louisiana State University for 25+ years, where she directed the Louisiana Population Data Center Survey Research Lab.
She and her husband/colleague, John (Jack) Beggs, have used survey research to study how individuals’ social networks affect things such as job-finding, job satisfaction, ac- cess to social support, and health. Their research has been funded by the National Science Foundation and published in top social science and health journals. She has served on the editorial board of numerous social science and health journals. She also serves as STAFDA’s Customer Service Consultant and the author of STAFDA’s Concierge Customer Service Manual.