LL 04 Our Customers are our Business with Dr. Michael Rodriguez

Our Q2 theme of "Our Customers are our Business" began with guest speaker Dr. Michael Rodriguez, an Associate Professor at Campbell University’s Lundy-Fetterman School of Business.

Dr. Rodriguez presented on the topic, "Customer Engagement — The Art (and Science) of Discovery," and led an engaging discussion providing us with tips and strategies to improve our customer service skills!

Dr. Rodriguez began by taking us through various scenarios and had us answer questions to test our knowledge.

From there, he took us through the 5 P's of Customer Engagement — Professionalism, Preparation, Perseverance, Problem-Solving, and Process — and provided insight on how each can be successfully applied when engaging with a customer/client.

After identifying the 5 P's, Dr. Rodriguez guided us through the different types of questions we can ask our customers to maximize mutual understanding and success.

A lot can be taken away from Dr. Rodriguez's presentation, and we can't wait to put his strategies into action and embrace our Core Value of Doing the Right Thing!

Dr. Rodriguez teaches Business Analytics, Sales, and Digital Marketing at Campbell University’s Lundy-Fetterman School of Business. He has coached over 1,000 sales professionals in B2B and complex sales and has written over 20 articles focusing on technology's impact on sales performance.