Topics: International Speakers Bureau, Inc. |
Fee Range: $15,001 to $20,000 (fee note) |
|
|
 Biography: Karen Leland is a leading expert on how to create a customer-focused company in a technological age. She is the co-author of the best selling book, Customer Service For Dummies, and the recently released Keeping The Human Connection: Cultivating Customers In A Technological Age. She addresses the issues of forging long-term customer loyalty, building a strategy for service excellence and keeping the human connection despite the rampant growth of technology. Whether speaking on her own or with co-author Keith Bailey, Karen offers interactive, innovative and lively presentations that are motivating and relevant to business executives, managers, sales people and service staff. Because technology is fundamental to running a successful business in today's marketplace, Leland and Bailey teach organizations how to keep up technologically without losing customer focus. They have worked with over 100,000 executives and managers in companies throughout the world including American Express, AT&T, IBM, Xerox, Oracle and Marriott Hotels. They are the primary judges for Inc. magazine's annual "Positive Performer Award" and recently founded the International Association of Quality Service to promote the principles and ideas of quality service to businesses worldwide. |
|
|
Programs: Building A Winning Quality Service Strategy - Six Actions For Achieving a Service Focus: Did you know that it costs five times more to attract a new customer than it does to retain a current one? As most corporate giants and small businesses alike have realized, quality service is a critical concern for surviving and thriving in the new millennium. In this practical hands-on seminar, you will learn how to make your company a winner at the service game. You will not only gain a greater understanding of what it means to be a customer-focused company, but you will learn the six steps that your company must adopt in order to create a world class service organization. This session is targeted to senior executives, managers and business owners. As a result of this program you will learn how to: Implement six actions critical to being a customer driven company; Differentiate between the in-focused and customer-focused company; Evaluate your company's commitment to service; Have everyone in the company involved in the process of service improvement Reward and recognize your staff for excellent service. Creative Service Partnerships - Three Steps To Service Excellence: No matter what service or product your company offers, interacting with, selling to and communicating with customers is the key. In this presentation, you will learn the three essential steps that lead to excellent service, beginning with how to create and project a winning service attitude. You will discover powerful actions you can take that will result in increased customer loyalty and retention and how to take service initiative and exceed your customers' needs. Filled with practical tips and techniques, this program is valuable for any manager or employee whose job involves frequent contact with customers either by phone or in person. As a result of this program you will learn how to: Achieve gold medal service at a bronze level cost; Use the 55/38/7 rule of service excellence; Redefine service and the six basic customer needs; Bounce back when service goes amiss; Win loyalty points by taking service initiative. Smart People are Central Players The changes you experience at work, both big and small, can dramatically affect your point of view, mood, and energy level. When new circumstances bring new challenges, you can choose how to think about and respond to the changes you face. Smart people who successfully manage change at work share one significant quality - their ability to be a central player. Central players look within and discover innovative and empowering ways to resolve the challenges that change brings. They refuse to blame outside forces for their predicament. This part of the presentation will look closely at what it means to be a central player and explore the rules of the road that guide them. -Enjoy the journey -Invent meaningful contexts -Don't believe everything you think -Find success in failure Smart People Create Tomorrow Today Creating goals, setting priorities, and developing habits of action empower you to manage the pressures of your workload and help make today?s aspirations tomorrow?s reality. However, it?s hard to create something new, different, and exciting for the future when your focus and energy today are so diluted. Most of us have too much to do, too little time, and too little resources. Smart people keep the pressures of work at bay by managing their energy, goals and values to bring more sanity and order to an overwhelming workplace ? and, as a result, to their life. This part of the presentation will show you how you can remove yourself from the distracting tangles at work and purposefully pursue your most important goals, projects and objectives. -Take energetic credit for completion -Avoid the five biggest focus stealers -Resist the lure of the trivial and avoid the tyranny of the urgent -Have your values inform your choices Smart People Dance With Fire Knowing how to communicate and develop relationships with others is an essential skill that makes things happen. It's tempting to think that your work life would be a lot easier if it weren't for all those people - colleagues, bosses, customers - who are so demanding, unreasonable, and frustrating. Smart people prosper at work by reaching out and connecting -even with those they have conflicts with. Dealing with conflict isn't a mystery; it's a dance with specific steps that help create harmony and understanding - if you know how to read and respond to your partner's tempo! This part of the presentation offers pertinent and powerful techniques for managing your relationships with others - especially those you find difficult or unaccommodating - so that you minimize conflict and increase your capacity for open mindedness. -Switch your negative filters -Map out your difficult conversations -Get in step with working styles -Let go of core thinking patterns As part of SCG's commitment to provide you with the most impactful and relevant presentation we include, as part of our preparation, a web-based questionnaire designed to capture the various circumstances, needs, and goals of your group. This information helps us streamline the presentation and focus on the modules of greatest interest and concern to you. At the clients request each of the above main topics can be presented as a stand alone speech or seminar. Essential E-Mail A recent survey revealed that Americans who work in a corporation receive an average of 175 messages per day. Topping the list is e-mail, surpassing voice mail, faxes and telephone messages as the most frequent type of message. While e-mail is the most rapidly growing communication tool for business use, its remote nature - which eliminates tone of voice and body language - presents a huge potential for misunderstanding and misinterpretation. This program offers a practical approach to help the audience gain mastery over their electronic mailbox. by being more effective at getting their e-mail messages across with style and impact, as well as improving their overall efficiency at responding to and managing the messages they receive. Topics include: -Five essential skills for mastering the medium -Developing rapport with customers, co-workers and bosses -Composing messages that make things happen -Time management for your mailbox -Good manners in cyberspace -E-mail etiquette basics -Communication killers everyone should avoid |
|
|
