Rethinking Customer Service

Keynote Speaker: Rick Barrera

No matter how big your company, no matter what your business, exceptional customer service can be the difference that gives you the competitive edge. This program will teach your managers how to recruit, train, coach and motivate an exceptional customer service team, and it will teach your customer service employees how to treat your customers like the valuable asset they are.

This topic is essential for all business audiences because everyone in the organization must understand that the customer is the ultimate boss. Each presentation will be custom tailored to address the specific needs of your organization, people and industry. This program works equally well with large audiences in a general session format or with small groups in a breakout or workshop setting. Many organizations have separate sessions for each level or function in the organization to address their specific issues and concerns.

Creating "Moments of Magic," Customer Loyalty,

Excellent Customer Service and Customer Relations.

Keynote Speaker: Tony Alessandra 

These presentations focus on how important service is in today's world. Make your organization a star in your customers' eyes. Some of the topics in these presentations include Jan Carlzon's Moments of Truth, Moments of Magic, parallels between selling and service, meeting and exceeding expectations, handling confrontations, building relationships and more.

Internal Customer Service

Keynote Speaker: Tony Alessandra

This is important to every employee of any business; from upper management to front line employees. Some of the areas discussed include the concept of the internal customer, management's new responsibilities and building better relationships. The front line may service, sell and have the most contact with the "outside" customer, but the internal people serve everyone else in the organization. Servicing and treating fellow employees like customers will have a direct positive effect on your organization's customer service/satisfaction program. Teamwork concepts can also be brought into this program.

You Are the Magic!

Keynote Speaker: Shep Hyken    

This motivational speech combines humor, magic, information and motivation to create an exciting and enlightening presentation for all types of audiences. It is a fun program that can incorporate parts of Shep's service programs or can include topics such as personal excellence, goal setting, turning negatives into positives, teamwork and
more. This is an outstanding program for banquets and special events.

Focus On the Customer - LIVE!

Keynote Speaker: Shep Hyken    

Perhaps your organization has held focus groups where customers are brought into a comfortable environment and asked questions. Imagine taking the focus group live, in front of your organization's executives, sales people, etc. Shep Hyken will host and facilitate a focus group in front of your audience. He will learn specific information about your business and industry, learn about your customers, and develop questions to ask them. But most importantly, he will open the session up for questions from the audience. Your people will be able to ask these customers virtually any questions they have ever wanted to ask - no holds barred! Your participation is encouraged because it keeps the program moving with high energy while Shep provides his own brand of humor. (You might say this is a cross between Phil Donahue and Jay Leno!)