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Session 604: Using Neuroscience to Increase Customer Satisfaction and Engagement

Thursday, April 23 at 4:00 PM

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What if you could increase customer satisfaction, increase sales, and reduce cost per interaction— all without hiring additional staff? In this session, Rob Norris will explain how his teams have achieved all of the above using NLP, and psychological rapport building techniques to overcome resistance, de-escalate potential conflict, and encourage cooperation. He'll also explain how strategy and values elicitation can help you determine what's most important to your customers/end users, and how you can use that information to facilitate communication.

SupportWorld Live speaker photo for Robert-Norris

Robert Norris

Sr. Business Process Consultant, ITS Partners

ITS Partners

Rob is an ITSM and Training professional with more than 20
years' of progressive experience in corporate America
innovating Service Management initiatives. With a firm
belief that we should take our work, not ourselves, too
seriously, he brings a real passion for customers and

Rob earned his Bachelors Degree in Psychology and Masters
Degree in Business Education. Finding that wasn't enough to
satisfy his curiosity about people and processes, he now
holds certifications in ITIL, Cobit, Lean Six Sigma, NLP
Master Practitioner and Trainer, Master Hypnotherapist, and
NLP Master Coach.

Currently, Rob is Sr Business Process Consultant at ITS Partners and Owner of Sirron Design
which delivers NLP-based training and coaching, specializing
in customer service and business communication skills.