- Creator of bestselling video training program, “How to Give Exceptional Customer Service”
- Co-author of the book, Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty & Boost Profits
- Member of Speaker Hall of Fame & Certified Speaking Professional
- Board Member of the College of Arts & Sciences, University of Tennessee
- Client List includes Pfizer, Viacom, Edward Jones, CSX, Kaiser-Permanente, Citgo
Customer Focused Culture
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 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.
Create A Customer 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.
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.
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. Audiences 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 video series, "How to Give Exceptional Customer Service".
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.
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 your 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.
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.
Creating Franchise Success: Grow Your Business, Develop Leaders, Keep Your Customers Loyal
Lisa has formed a partnership with Desi Williamson a successful franchise owner (He was the first franchise owner in Dickey’s BBQ history to open 3 successful locations in 18 months.) This inspiring “duo” provides critical skills, strategies, and solutions to achieve results and grow your business. They both know there’s not a job too small or difficult for a franchisee determined to succeed. Audiences will experience extraordinary value-added energy created by the unique combination of each speaker’s expertise, exceptional leadership and exceptional customer service.
- Ignite purpose, passion and power in your business
- Hire, train and develop the right people
- How to create synergy between the parent company and the franchisee
- Gain buy-in to new processes and create change
- Daily strategies required to create a memorable customer experience
- Ask the tough questions to grow your business and innovate
- Execute the fundamentals daily
Breakout Session Bonus:
The Leadership Success Factor – Desi Williamson
- Create an atmosphere of accountability and responsibility
- How shift leaders and meetings increase your productivity and focus
- How to share information about the progress of the business and use it to motivate your team
- How to minimize turnover and increase productivity
- The difference between leadership /management and why they’re both critical to your success
Creating a Customer-Focused Culture – Lisa Ford
- Define quality customer service and standards needed to implement it
- The new rules of customer experience
- Service is adding people to the product – differentiate to win customers
- Hiring, training and empowering for top notch customer service
- Strategies needed to create lasting change in your culture
- What leaders must do to guide success
Each program includes a dynamic one-hour keynote with Desi and Lisa followed by two individual one-hour breakout sessions. If desired a second rotation of breakouts can also be added.
“Lisa recently presented to over 2,100 attendees at our franchisee convention. Lisa’s message on how we can delight our Fans and create an experience that deepens the relationship was tailored to our audience. The preparation that Lisa put into her talk was like no other keynote speaker that I have worked with. Lisa spent time with our franchisees, vendors and customers to truly connect to our brand. Our operators walked away with a greater understanding of how they can add people to the product to create a memorable customer experience.”
International Dairy Queen
“Lisa was unanimously well received at our National Training events attended by 401 companies. The comments were all positive and many took time to personally express their positive impressions. I will add that Lisa "practices what she preaches". Her customer service as far as being personable and easy-to-deal with was beyond reproach. I would happily recommend her as a speaker. I know the companies took away many techniques to help improve their customer service, thereby increasing their business.”
“We have gotten tremendous feedback from your presentation. It was exactly what we needed. I think our attendees left the meeting with renewed enthusiasm for delivering on the customer experience with the pride and passion we need them to. No doubt, your words served to really inspire them--as they did me. And I can’t thank you enough for signing all 600 books!”
"It was such a pleasure meeting you and watching you in action. Lisa, I could have listened to you all day and then again Tuesday. You have such a fantastic way of sending out your message to the people. I can’t get enough of your energy not to mention your GREAT sense of humor! It really was such a pleasure to have you be a part of our conference! We are still receiving RAVE reviews! You are a wonderful woman Lisa and I really hope I have the opportunity to see you again."
First American Title Insurance
“Lisa was and is phenomenal! She captured the attention of a very diverse audience. All were engaged and responded to her presentation. When rounding in the hospital, all I hear is how awesome she was and how she touched people to look at their behaviors on service. She has a great sense of humor and her stories are wonderful and entertaining. We found her very responsive to the language and key messages we were trying to create in the forum, as take home messages for our staff and MDs. I find Lisa exceptional to work with and have already recommended her to my peers in the organization. I am a true fan of Lisa Ford.”