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Presentations

Why Customer Service Is NOT Enough

This is a presentation on why customer service alone will not lead to long term survival. Everyone has read the books, many businesses have pledged fidelity to its customers but few have implemented actions that match their attitude. And most efforts are faint hearted, gimmicky or off the mark. Today’s organization must focus on customer’s satisfaction and retention with renewed energy. This speech is a combination of content, examples and motivation. The challenge is to get customers to love your products, services and people. Lisa relates statistics, strategies and stories so the audience leaves with skills and the desire to win and keep customers. [top]

 

Exceptional Customer Service

Your employees and their customer service skills may be the only thing that differentiates you from the competition. This seminar is for front-line employees who do the daily demanding job of serving more sophisticated and educated customers. The skills of employees must constantly be updated to meet customer’s expectations. Lisa delivers hands-on techniques that employees can use immediately. The content is combined with examples and humor so employees have a chance to laugh and learn. Here’s what people will learn - how to calm down an angry customer, listen to uncover customer’s needs, recover from a problem the organization created and win the customer back, handle conflicting needs of customers and keep enthusiasm and an attitude of "customers first" all day. This seminar is based on Lisa’s best-selling videotape series, "How to Give Exceptional Customer Service". [top]

 

Create A Service Focused Team

Face it--front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. This session will cover the environment you must create to encourage a strong, involved team, your role in modeling the right behavior and the strategies to maintain the right service attitude. Other hands-on information includes how to train a staff that's emotionally equipped to handle front-line intensity, what to discuss at team meetings to keep the momentum, and managing today's generation of team members. [top]

 

How to Lead a Team

The competition may be able to copy your products or services, but they cannot copy your team. This session will give you the strategies that will set your team apart from the rest. The ideas covered are: how leaders guide success; what the best organizations do; create trust to gain respect; develop operating agreements to ensure accountability; and get the team to make their own decisions. Lisa will also cover the characteristics of a successful team member and how to reward and recognize each team member to keep the motivation high and the team on track. [top]

 

Customers as Partners:
Build Loyalty and Repeat Business

Customer retention must be a key strategy for your business. Keeping customers means increased profits. This session is about creating partnerships to get customers to love you and to continue to choose you. People will learn why retention is smart business by determining the cost of losing a customer and how to find out why customers leave or love you. Lisa will share strategies on how to build partnerships, create complaint handling systems so you can capture customer complaints, build recover skills, and how to use guarantees to add value. Other ideas include how to empower employees and align the entire organization to focus on retention. This session is packed with tools and examples of what companies are doing to keep their customers. [top]

 

Everyday Excellence

The best way to survive in today’s fast moving and changing workplace is to be better and smarter every day. You must examine what value you add to the organization and you team. This session covers how individuals must make a difference and increase their results daily. People will learn to understand and love change, take risks and action to make things happen. Lisa shares questions to identify what value you add and create an action plan to increase your value. You will also hear how to create your own luck and success and maintain an attitude of energy and enthusiasm. Today’s world is one where everyone must accept that we are all "self-employed". Lisa will give people a chance to laugh and learn while accepting the new reality. [top]

 

Change Works

Everyone is aware of the pressures of this fast changing world. Some people are able to adapt a little faster and easier to this new environment. Learning the right strategies and attitudes can help the individual and organization embrace change successfully. This speech will help people understand their fears around change, why resistance exists and how to overcome it. The strategies covered are common sense ones that encourage people to take responsibility to make change work. This presentation will also discuss how to get staff to make needed changes. The goal is for the audience to understand that flexibility and adaptability are key success strategies for the future of their career and the organization. [top]

 
 


Testimonials

  1. “Lisa hit a home run. I have received only positive feedback! Please convey my appreciation to Lisa for her great presentation and preparation with us. Many of the concepts Lisa presented not only resonated with our chiefs and administrators, they have inspired new direction and focus in our work to lead our market and industry in exceptional care experience delivery. Thanks!!”

    Robert Blair, Administration, Kaiser Permanente, South Bay

     

  2. “Lisa’s real life stories and examples not only entertained our team, but caused us to reflect upon how simple acts can turn an everyday guest experience into an exceptional one. Ms. Ford seamlessly wove our training and service standards into her presentations, demonstrating key insight into our business and helping our team gain clarity on what needs to be accomplished to deliver a truly great guest experience.”

    Jim Hicks, Director, El Pollo Loco

     

  3. “Our group gave you rave reviews and references to your speech were repeated throughout the conference. Your speech showed you really listened to us during our pre-conference discussion, and it really came across that you understood our attendee’s job and their challenges. You had us all laughing and really drove home your six points for Everyday Excellence.”

    Tracy Hallman, Project Manager, Guardian Life Insurance Company

     

  4. “Lisa Ford was awesome – the most inspiring! I need to get back to work to get going with jump starting my customer service program.”

    From Health Care Service Excellence Conference

     

  5. “Lisa had a keen grasp on our industry, Choice’s client’s services and how we have all supported and presented service solutions. Service differentiation is a required focus and core competency for any successful company, especially in today’s challenging times and Lisa Ford captured it all.”

    Paul Malamet, EVP, Choice Logistics

     

  6. “Lisa was not only a home run, she was a grand slam. Afterwards they were discussing in detail “what would Lisa do” and hopefully applying it to their current customer situation -- it is really great.”

    Diane Schmeichel, IT Department, Southern California Edison

     

  7. “I wanted to take this opportunity to thank you and congratulate you on a wonderful year with us. You’ve done a great job on every assignment – even more impressive since most involved brand new content. Leaders told us they left with new ideas and they think this session is an important one for other leaders. Thank you bringing such value to us.”

    Patty Wirth, Director Branch Staff Training and Development, Edward Jones

     

  8. “For the past two days I’ve heard over and over managers say to one another….”remember when Lisa said this or Lisa said that!”. A greater compliment couldn’t possibly be extended. I believe my group is inspired to build a strong foundation of loyalty among their customers and that what they learned from you will find its way into every day practice.”

    George Hellen, Resident District Manager, Aramark

     

  9. “I wish to compliment you on the thoroughness of your pre-conference research on our Association and the work that we do in support of our mission. It made it relevant to our audience. Our staff left the meeting motivated to strive for excellence in customer service and more importantly, with a strong sense of how to create that environment in their office and communities in the year ahead.”

    Tom Bognanno, Executive Office, American Diabetes Association

  10. “You did a great job of incorporating examples and stories that were so relevant to our everyday experiences. We were impressed by how well you did this given the unique nature of our business. We continue to use phrases and analogies from your presentation in many meetings and memos. We have added segments and vignettes from your videos to our customer service training. I cannot say enough about how valuable your materials have been to us.”

    - Nicole Dunn, Senior Manager, Learning and Development, Lash Group

  11. “I have had the opportunity to experience a number of “motivational” speakers. While I am often entertained and certainly experience the short term excitement that these speakers generate, I also usually feel that the message is generic and lacks long term sustainability in business practice. My team’s experience with you was very different. Your comments directly addressed the issues we are facing and your thoughts and ideas on what we can do differently will have a profound effect on our performance. The team was energized by your performance, but more importantly, the team was challenged by your ideas on how a large organization like this one can get better by focusing on the individual customer interactions we are privileged to experience each and every day. There is no doubt you made a lasting impression.”

    Dan Walsh, AT & T, Select Accounts and Indirect Channels

  12. “It was obvious you did your homework and personalized your message to our audience. Your reference to things such as AGe-NET, our Corporate Objectives, our Service Pledge, the HEAT Model, etc. made it feel like you were an insider who really understood our firm. The audience also felt you opened their mind to new techniques for dealing with customers that were actionable and easily implemented.”

    Sue Weiss, V.P., A.G.Edwards & Sons, Inc.

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