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Customer Service

Picture it.  Your organization is planning a live or on-line event.  You need a dynamic keynote speaker who is on target.  Due to budget you are not going after the most famous speakers whose specialty you already know.  

How do you select the right professional speaker from the millions (yes — millions) out there?  There are hundreds of speaker sites with pictures, videos, bios, one sheets, and testimonials.  Before you search these sites, use these guidelines to prepare and save time.

To find the right professional keynote speaker for your live or online event, first answer the following 7 questions:

  1. What is the primary thing you want the audience to  experience? 
    Change in perspective?  
    Fun time?
    Touching moment?
    Deep thought?
    Change in behavior?
    Specific skills?
    Call to action?
  2. Who is your target audience  — specifically?  Sounds like a simple question yet take a minute and describe it more completely.  For example: Our target audience is front-line customer service professionals and their front-line managers in the technology industry faced with the stress of reorganization and possible downsizing or outsourcing.  They are from all over the globe and vary in culture, age, and background.   
  3. What one topic will connect best to your event?
    Leadership?  Customer Service?   Teamwork?   Change?   Finance?   Healthcare?   Sales?   etc….
  4. Given that one topic, what is the ONE message you want your audience to receive? 
    Dig just a bit deeper to highlight some specifics.  Example: If your main topic is customer service, clarify whether you mean selling to customers or serving customers.  This is the biggest area of confusion and often you end up with the wrong speaker.  There is a difference between sales and service!  Is your message how to sell better or how to serve better?
  5. If you are not the decision maker for this event, ask the decision maker(s) what situation would keep them awake at night?  In tough times, this is the topic they will most likely purchase. 
  6. Also ask the decision maker(s), what bright picture do they see for their business or industry.  If they are visionary leaders, they will purchase a topic that will help get them there.
  7. Scope and reach.  Do they picture this event with a local or global focus?  Simply within their industry or across industries?  Does it affect all generations or a specific one?  Will there be different cultures involved? This scope and reach step clarifies the needs even further and puts a spotlight on those speakers you will want.

You will get far better proposals from speakers when you first prepare with this list.   Regardless of your topic or audience, these 7 questions will help you sail through the speakers’ sites with greater speed and *most importantly with the end result of picking the right speaker for your live or on-line event.

I have been a professional speaker and trainer on customer service, teamwork, and change for 20 years.  I ask these 7 questions when planners call me.    It tells me right away if I am the right speaker for their event or if not, who I would recommend.  So I offer these 7 questions for your success in finding the right speaker every time!

I welcome your questions, comments, and contributions in the comments field below.   You are welcome to use this info on other sites if you will credit this site as the source. 

To receive updates and  my new blog posts, please click the RSS feed button.  I look forward to your events when I am the right speaker and helping you find the one when I’m not.

Many thanks and speak with you soon!  Kate Nasser, The People-Skills Coach

On the Road Again: New Journey w/Each Customer’s Request

You have heard them many times – customer service reps that sound scripted and robotic.  Do they impress you?  I doubt it.  In all my customer service consulting work, I have yet to hear a single customer tell me they prefer it. 

Does hearing a script make you feel confident?  No.  Quite the opposite.  If a rep doesn’t sound like a thought-filled caring professional then you wonder what s/he can possibly do for you.  Scripts make companies feel secure that they are controlling the message the customers receive.  Yet each customer wants to feel the service rep is focusing just on them.  The more scripted the customer service seems, the less caring it appears.

Some skeptics shoot back with customer service reps don’t get paid enough to be caring and thought-filled.  My answer to the skeptics:  Inspire and train reps to do an excellent job.  Your customers will reward your company.

 

Finding the Balance.   Give customer service reps the components to cover: in the greeting, for meeting the request, and in the closing and follow-up.  Train and coach them to find the balance on how to deliver all of this without scripting.  The return on the company’s investment is the ultimate customer experience delivered to each customer every single time. 

 

Delivering Consistent Quality Customer Service in Diverse World.  The challenge of excellence is consistency — consistent high quality not repetitious and scripted.  The key to achieving this in a diverse world is to adapt!  Sounds like an oxymoron?  Consistency in customer service does not mean saying the same words to every customer.  Right here in various regions of the USA, there are different expectations of great customer service.  Things you would say in NYC you might not say to someone in Texas or in the Midwest.  Moreover, different cultures vary in their customer service expectations.  To deliver the ultimate customer experience, you must deliver your message in culturally acceptable way.  Listen to  more key concepts on this topic in video footage on this site http://katenasser.com/category/video.

 

(You are welcome to share the text in this blog with other people, on other blogs, on other website, and in articles.  I ask only that you credit me as the source with URL link www.smartpeopleskills.com to continue sharing.)

 

I am interested in your customer service stories.  I am especially interested in any geographic or cultural differences you see as important in delivering great customer service.  Please post in the comment section below.  Many thanks!

  

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Kate Nasser, The People-Skills Coach

Training and Keynotes for Customer Service, Teamwork, Thriving in Change

908.595.1515 (USA)

Thanks for 20 years and counting …

MA Organizational Psychology

Continuous Learner

Do your customer service and sales teams truly have a passion for serving customers that produces memorable moments and customer loyalty?

In this keynote presentation, I take all your sales and customer service teams On the Road Again to discover The Geography of Customer Service.  America is a very diverse country and even Americans are not aware of the differences in customer service expectations between North, South, East, West, and Midwest. Understanding these differences and adapting your professional soft skills to map to the customers’ expectations produces success and customer loyalty.

To book Kate Nasser, The People-Skills Coach, for your next keynote on professional soft skills for customer service and sales, call or email her directly. Contact info is on this website.  Feel free to leave your comments about this footage in the comments section below.


Keynote delivered at the 10th Annual Signature Customer Service Conference in America. Footage shot by Cid Hunter, www.itvproductions.com, Los Angeles, CA.