Elaine Allison, CSP is known as a Customer Care Advocate and is an international speaker;
trainer, consultant and author of the bestselling book The Velvet Hammer: PowHERful
Leadership Lessons for Women Who Don't Golf. With extremely successful results in helping
organizations become #1 in Customer Care - Elaine delivers powerful keynotes and learning
programs that have an impact on audiences. They leave with techniques in their back pocket that
can be used immediately.
Elaine was one of Canada's first female prison guards in an all male maximum security
prison at the age of 19. She had a crash course in understanding how people interact with each
other as her life virtually depended on it. She began to truly observe how we resolve issues,
discover innovations and uncovered unique methods for dealing with even the most difficult
She has been featured on ABC World News, Global TV, The Globe and Mail and many
networks, newspapers, and radio shows across North America. Elaine's hands-on experience, real
life stories and illustrations of what we encounter daily helps audiences consider all their options
and apply immediate solutions.
Customer Service in a Connected World Much emphasis has been put on using social media to promote products, but what about using it after the sale? In this session find out:
· Why Exceptional Customer Service is even more critical in a connected world.
· How every customer touch point matters?
· The secret on line tool that will give you instant access to your unhappy customer and circumvent instant posts to
the world while protecting your brand.
· Discover how to save thousands of dollars in market research, customer surveys and focus groups.
· Understand why you must have guidelines and procedures for your customer service online strategies.
Transforming Teams into Customer Care Crusaders
Without customers, there is no business. You won’t need a marketing, accounting or operations department without them. Organizations that have raving fans actually have fewer error rates and lower costs to handling service breakdowns. The question is: How do you get your departments, stakeholders and (in some cases) even your suppliers to provide the kind of service you expect?
The customer is affected by what is happening with your organization, internally as well as externally. If you are ready to discover how a Culture of Care is created so your customers rate you number one, you will need the resources and skills Elaine provides to audiences. In Elaine’s “customer ized” sessions, you can find out how to:
- Use the secret technique that turns teams into Customer Care Crusaders
- Deliver extraordinary service even when things don’t go as planned
- Employ the “Knock it Off Nicely” technique with each other and your suppliers so they understand your standards
- Implement change and get your teams eager to implement it
- Use a simple unique technique to solve service breakdowns from the inside out
Leading a Culture of Customer Care Everyone’s leadership styles vary, from participative to autocratic and everything in between. There may be no “best way”, however leading a culture of care is based on results. In Elaine’s leadership programs, the focus is on how you can turn your staff into Customer Care Crusaders. In her interactive and laugh out loud sessions, leaders will:
- Uncover which service breakdowns to focus on first
- Discover whether it is a system problem or a people problem, or both and what to do about it
- Learn how to set limits, encourage and engage teams to deliver their best every time because they want to and can
- Find out which targets, goals and nets to set with your teams and how they can be hit them every time
- Build a fool-proof system to keep continuous improvement alive and well on your team
Negotiating with Your Customer – So You Can Both Get What You Want When a customer leaves dissatisfied, or you go broke trying to keep them happy, you won’t be around long to serve them. Client and customer retention is the cornerstone of any business. In fact, every business or not-for-profit organization is actually in the “relationship” business. In this session, attendees will:
- Know the most important thing to do before you start any negotiation
- Learn the “Ask, Don’t Tell” approach
- Uncover that negotiations are not meant to be tough even though they might be stressful
- Discover how to present your side without alienating the other person
- A method to understand your final options and walk away position
- Understand there is no problem so great that it can’t be solved
- Bonus: Discover why women lead differently than men and what to do about it
Watch Elaine Allison's video.