After fifteen years at Disney and another decade acting as service guru to dozens of other major brands, trust me, I know about delivering world class customer service.
Starting from the bottom and "learning-up" the chain of knowledge I was able to go from a fledgling facilitator to designing and implementing the most successful customer service training initiative in Bank of America's history.
This journey has provided more than experience but, also, wisdom and insight.
Allow me to provide all of those qualities to the presentation I will create and deliver to your organization.
As comedic as my product is, this is a promise I take very, very seriously.
ALL organizations are constantly engaging their internal and external customers in a NARRATIVE of sorts. Regardless of what anyone is selling or providing, a story is conveyed through every single transaction, involving every single sense we possess. This narrative drives everything from customer expectations to employee satisfaction and even your very BRAND ESSENCE.
What do we look like?
What do we sound like?
What do we smell like?
What do we feel like?
Since all of your team members are telling a story with every transaction, shouldn't it be the story you want to convey to your customers? Every day? Every transaction?
For over 40 years I’ve appeared on radio, network television, film, stage, in theme parks, as well as worked with corporate trainers in medicine, retail, foods, manufacturing, auto makers, insurance companies to name just a few. They are all, at their core, show business.
This is a lively and comedic talk that can be customized to your event and purpose.
When a WOW moment in customer service takes place it doesn't happen only for the customer, it occurs for both, simultaneously. Inspiring your team to make that connection is the single, greatest tool for maintaining a culture of service excellence. This power-talk explores what a WOW moment looks, sounds and feels like and why delivering them is good for everyone involved.
Occasionally employees will ask themselves, "What's in it for me?," and it's not a bad question. During this session...I answer it.
Every participant will come to understand that an investment of themselves is an investment in themselves and that every customer interaction is an opportunity. An opportunity to define, not just what they're willing to do, but what they're willing to be.
More than that; every second is the "moment of truth" in the world of customer service. I've learned a lot about maintaining a consistent service culture that delivers "magical moments" from my years at the Disney University, Disney Institute and the cultures I've been involved in shaping at such companies as Bank of America, SkyTouch Technologies and ING Financial.
This is a lively and comedic talk that can be customized to the needs of your event.
Creating magical service moments is not something only read in books or theory, it's actionable. During this session I utilize my twenty-five years experience with service brands to prove we can isolate, identify, define and execute service excellence as leaders.
This is a half-day team building experience that is hands-on and heads-up, designed to explore and solidify the ten points of action for any organization of any size to attain a culture of service excellence. This experience is more than just theory but practical, actionable steps to build or reorganize your service culture. Participants work in groups to build their company’s own “pavilion” to share values, goals, heritage and culture just as it might appear at EPCOT or a world’s fair. This program is very active, humorous and, frankly, always a big hit.
This is a lively and comedic session that can be customized to the needs of your event.
"An investment of yourself is always an investment inyourself!"
– Louie Gravance
Here it is, the whole "shebang". I put together a full day and full story arc that encompasses all three of my presentations into a customized and personalized workshop for your brand or organization. It requires energy, participation and, frankly, a little space as there is a lot of "performance" that takes place among your "cast".
Allow your team to create and perform the story of your brand and emotionally invest in its outcome.