Steve’s Topics
Keynotes are designed as 45 minute presentations, adjustable based upon the specific objectives and time frame of the client.
Serve with Verve! Make an impression
The great majority of customers quit doing business with a company because of perceived indifference towards them as customers. It's not that customer service is especially bad. The issue is that it's indifferent—it's not different. It's typical, usual, ordinary, routine... Why is that? I believe it has everything to do with employees' misunderstanding about their job roles combined with the uncommunicated expectations of their customers and supervisors. This keynote address will specify the causes of employee indifference and will outline a set of behaviors that, when demonstrated by employees, will make a positive impression on the customers they serve!
Service That Sticks!™ 7 Simple Ways to Make Customer Service Memorable
According to research by Beyond Philosophy, a customer experience consulting firm, 44 percent of consumers described the majority of customer service experiences they have as "bland and uneventful." This type of service evokes other descriptions such as indifferent, transactional and, in the end, forgettable. The opposite of this type of service is a service experience that customers would describe as unique and refreshing. This service is different, personal and, ultimately, memorable. Using relevant examples, this keynote will emphasize seven simple ways to make customer service memorable!
Creating Training and Learning That Sticks!
In their book Made to Stick, brothers Chip and Dan Heath pose the question: "What makes some ideas stick and others disappear?" Through this keynote, participants will learn the principles of "sticky" messages that will enable them to engage their audience—whether participants of a meeting or training session.