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: How to Deliver World Class 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
- learn the physical environment speaks as loud as the employee interactions
- learn how to change ordinary customer contact points into extraordinary ones
- identify how to make it easy to do business with the organization
Leadership in Changing Times
Employees today are looking for leaders who will become a beacon of light in these tough 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 changing times. This program identifies how to become this leader and what it takes. Participants will:
- learn how to create a credible, compelling picture of the future
- explore how best to communicate the changes
- learn the value of having a constancy of purpose and defining it clearly
- identify what it takes to earn the employees trust and engage their minds and hearts
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 create WOW moments
- learn the service standards one million customers identified as most important
- identify how “Everything Speaks” in the physical environment
- identify the four key elements that create the ideal 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.
