Each topic is available as a 45 to 90 minute keynote or break-out session that will be customized for the specific audience. All levels of employees, including CEO’s, managers and support staff can relate to and benefit from Teri’s powerful message.

Unleashing Excellence-Establish a Brand of Superior Customer Service

Superior customer service can be an essential source of strength and brand as companies emerge from the recession.  Everything your customers see, hear, smell and touch has an impact on the perception of their experience and of your organization.  This program shares techniques and tools that allow you to immediately apply and raise your current level of service to a higher level of extraordinary service.  Attendees will learn how to create a seamless experience of service excellence for both internal and external customers.   Participants will:

• learn to look through the lens of the customer
• identify opportunities within the physical environment to send a positive message
• learn how to create WOW moments for customers
• identify the barriers that get in the way of excellent service delivery

Leading through Adversity

Employees today are looking for leaders who will become a beacon of light in these confusing and frustrating days of economic turmoil.  They are looking for leaders who will create a compelling picture of the future they can rally behind and get excited to follow. Leaders who do the right thing at the right time for the right reason - will be the leaders that will successfully lead in these adversarial times.  This program identifies how to become this leader and what it takes to “stay in the game”.  Participants will:

• learn how to create a credible, compelling picture of the future
• identify best means of communicating effectively to those above and below to influence
• examine the commitment and strength of your conviction
• learn what it means to be a person of “character”

Creating a Culture of Service Excellence

The delivery of excellent service should be viewed as a way of life within an organization.  World-class customer service doesn’t just happen, it must be planned and managed if it is to be delivered consistently. This means engraining it into the fabric of the organization so that it becomes known that service excellence is ”how we do business”.  To do this, a service philosophy and service standards need to be established so all employees know the expectations of how to deliver great service.  The customer experience must be orchestrated to ensure all opportunities to create exceptional and memorable moments will happen consistently.  This program will identify the leadership actions needed to create and sustain a culture of service excellence.  Participants will:

• learn how to change ordinary customer points of contact into extraordinary ones
• learn the service standards one million customers identified as most important
• recognize that “Everything Speaks”
• identify the four key elements that create the customer experience
• learn the systems and processes that structure a culture of excellence

Contact Teri for availability, booking or more information on consulting, training and speaking engagements.