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.

Survive and Thrive! Be the best in customer service and be a winner!

Every day in the paper we see another business closing shop, not making it in this historic downturn.  With the shrinking demand for total goods and services, there is a major shake-up of winners and losers.  Customer loyalty is a key to being one of the winners.  Does your organization provide the high level of customer service needed to survive and thrive?  Does your organization have the culture to ensure the consistency of a seamless customer experience?  This program focuses on the need to be proactive, to think win-win, to manage and orchestrate the customer experience by looking through the lens of your customer and to ensure your processes make it easy to do business with you.  Excellent customer service is the competitive edge.

Leadership Legacy: from Success to Significance

There are many leaders who have been successful in taking their organization to the next level, but there are very few leaders who make an impact on their employee’s lives after they are gone.  Becoming a successful leader involves establishing a clear vision, focus, style and knowing your power bases.  However, beyond success as a leader is becoming significant.  Whether you are a CEO, supervisor, or Little League coach, significance is the legacy a great leader leaves behind and brings a sense of fulfillment.  Attendees will take away an understanding of what is the difference between being a good leader and a great leader, how to establish a clear vision and focus to influence and lead others to success, how to have a lasting impact on people and leave an indelible imprint on their lives, and finally what it takes to engage and motivate employees beyond just “doing the job.”

Living your Brand through Service Excellence

A strong brand of customer service is invaluable as the competition for customers intensifies daily.  Your brand is a source of “a promise” to your customers and prospects.  A strong brand will provide an instant identity, clarify your message and attract and retain customers.  It allows for a premium vs. being the lowest priced provider.  In order for the brand to take hold, you must perform.  If you “talk the talk” you must “walk the walk” and be recognized in the marketplace as such.

Creating a Culture of Service Excellence

The delivery of excellent service should be viewed as a way of life within an organization.  Great customer service doesn’t just happen, it must be planned and managed if it is to be delivered consistenly. 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 and how to turn ordinary customer touch points into extraordinary points of contact must be considered.  In a culture, ”everything speaks” in your physical environment to your customers.  This program covers all of the above as well as identifying the leadership actions needed to create and sustain a culture of service excellence.