Lisa Ford - Customer Rules
Customer Service Strategies That Work - Lisa Ford - Handling Conflict and Customer Loyalty
Lisa Ford Speech Video
Lisa Ford is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service. She is the author of the videotape series How to Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for over 3 years. Her other videos and audiotapes include: Developing a Customer Retention Program, Building a Customer Driven Organization: The Manager’s Role and Personal Power. Her recent book is Exceptional Customer Service – Going Beyond Good Service to Exceed the Customer’s Expectations.
Lisa designs content personalized to the audience and issues they face. She has also customized numerous videos for clients to use in their ongoing education efforts. Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association and American Veterinary Medical Association.
In 2002, Lisa Ford was inducted into the Speakers Hall of Fame by the National Speakers Association. She is one of 140 speakers who have been honored over 30 years. She also serves a Board Member of the College of Arts and Sciences at the University of Tennessee.
To book Lisa Ford call Executive Speakers Bureau at 901-754-9404.
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.
Extreme Customer Service
Today's competitive advantage means going to the edge and extreme in superior service delivery. Customers want to be "wowed" by your products, services and people. This session covers six ways to rethink your service. These ideas will help you create ways to exceed your customer's expectations, see your service from the customer's view and set service standards to make service delivery a reality. You will hear how to hire the best employees, then how to train, reward and lead them to execute great service daily. This is offered as a seminar or a speech filled with high energy, humor and techniques.
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".
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.
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.
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.
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.
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.
Personal Communication Power
The common denominator for success is the ability to communicate skillfully. This session will take a look at your current habits and replace ineffective ones with communication that is clear, direct and respectful. When you take control of your communication style you have control over your interactions and results. The skills covered are: learn to change words that sabotage your credibility; establish rapport through words and body language; and turn confrontations into problem-solving situations. Other powerful skills covered are: enhance your listening skills for negotiation and persuasion; communicate respectfully without being abrasive; and build confidence in your communication ability. Lisa will also review how to handle the difficult people in life, including the complainer and know-it-all types.
“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.”
Guardian Life Insurance Company
“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.”
“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!!”
Stop with the Customer Service Excuses
Monday, January 25, 2016
Customer service excuses leave the customer more frustrated, frequently irritated and certainly surprised. In two recent situations, excuses weren’t necessary. Ownership and action would have responded to the issues quickly.In the first encounter, I called a photography studio to find out why my daughter’s individual basketball picture was not posted on their site. The team picture was available to order but she was the only team member without an individual picture. The first call was handled by an employee who could not find it so he promised a callback from the studio manager. After no call was returned, I called again and was told she was not in and I left a message. Still, I received no callback, so I initiated the third call and reached her.
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Pay Attention — Your Customer Deserves It
Monday, March 30, 2015
Customers deserve respect. Their time and money are valuable and their loyalty is priceless. When you pay attention, you can elevate the customer experience. Here are some recent interactions that show the power of paying attention. Check your organization and identify if these happen at your company.
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Is Your Customer Service a Game-Changer or Just Keeping You in the Game?
Thursday, February 19, 2015
All companies would love to be able to say they are a game changer. Whether it is with their service, brand or innovation, few companies really can claim such a grand statement. Some of the few who come to mind might include Ritz Carlton, Southwest Airlines, Target, Starbucks and Apple. My experience tells me more companies are just trying to stay in the game because changing it is not a reality given their mindset and limiting processes. To keep up with the best, here are the customer service skills your company needs to practice:
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