Elaine Allison

When delivering products or services to customers, we know, things don’t always go as planned. Those who are the first to put up their hand and say “I Can Fix That!” make a difference and when they do, it protects their brand and reputation both online and offline. Today with online reviews, those who neglect Customer Service as their top priority could lose everything they built quickly. Don’t let your people “Practice” on your customer, make sure they have the skills to fix things both internally and externally. Audiences learn the top secrets to avert or fix the toughest customer service challenges, especially when things don’t go as planned and stay focused on finding resolve.

In Elaine Allison’s leadership programs, the focus is on how leaders can turn their staff into Customer Care Crusaders. In this interactive and laugh-out-loud session, leaders will: Uncover what 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 hit them every time. Build a fool-proof system to keep continuous improvement alive and well on your team.

Most organizations have been focused on capturing and keeping up with the needs of the “next generation”. However, organizations will need to keep their eye on the “Silver Tsunami”, as it is upon us. 10,000 people a day in the United States are turning 65, Canada is following suit, and it is bigger in Europe. This demographic is living longer healthier lives than ever before but they will not be able to always skirt the issues of aging. What was a “customer expectation” before is not what it will be. Audiences will be astounded about how much change is coming, and what they can do about it. For audiences that don’t want to get left behind, book this customized informative, laugh-out-loud, jam-packed idea-sharing session.

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. Elaine looks at why every customer touch point matters. She shares the secret online tool that will give you instant access to your unhappy customer and circumvent instant posts to the world while protecting your brand. Audiences will learn how to save thousands of dollars in market research, customer surveys, and focus groups.

If you want to become #1 in Customer Service or stay there in your industry, then you’ll want to find out how we can help you develop a customized Customer Service Training program distinctly for you. We uncover your most challenging customer service issues and conduct a thorough training needs analysis to discover the top skills that will make the most dramatic improvement. We then develop and deliver a program distinctly for you that gets results. We’ll even help you theme it for your brand or product launch. And if you are interested, we can look at ways to bring it in-house and we’ll train your trainers and leave them with all the materials and leaders’ guides so you have a legacy program for years to come. Training is not a cost, it is an investment. Contact us to see where we can help.

Before Elaine was known as a customer service expert she was also known as one of North America’s thought leaders and advocates for women at work. She has two presentations that are focused on women audiences; The Velvet Hammer and Dealing Effectively with Harassment in the Workplace. Velvet Hammer is a woman, at any level in an organization, who gets things done and done well by leading with grace and eloquence. She has let go of trying to make what works for her male counterparts work for her. Instead, she leverages her perspective as a woman to gain the trust, enthusiasm, and support of her team. She is direct and impactful (a hammer) yet softens her approach with her innate diplomacy, compassion, and warmth (velvet hammer). Elaine draws from her experiences in becoming a successful woman entrepreneur and her previous struggles of working in male-dominated environments to offer practical solutions to Dealing with Harassment in the Workplace.

Are You Ready to Competently Respond, React & Resolve? Do you want to avoid costly errors? Expenses such as lawyer and legal fees, court fines, as well as possible compensation that could be awarded for not acting on a complaint effectively, all add up. Let alone, the emotional turmoil for employees.

Would you prefer to deal with these situations with confidence and competency as they happen, and then know exactly when it would be time to call for outside help? Do you want to avoid the possible PR nightmare, embarrassment, and team morale issues that can go with it when situations are not dealt with effectively?

Do you or your management team find it awkward to deal with a complaint, and situations can get avoided? Is confidentiality understood? Do you want to learn how others are improving and implementing best practices on how to prevent it in the first place?