Jeff Toister

Most successful companies have one thing in common: a customer-focused culture.

A strong culture helps guide employee performance, shapes strategic decisions, and ultimately becomes part of the organization’s brand. This leads to many benefits that generate better bottom line results:

• Increased customer loyalty

• Increased word-of-mouth referrals

• Fewer customer complaints

This entertaining and informative presentation shares three essential elements that leading companies use to develop customer-focused cultures. It incorporates a blend of experiential activities, examples from top companies, and cutting-edge research to help participants generate ideas to implement in their own organizations.

Audience Value

Participants will gain the following:

• Experience three ways that culture can influence our employees’ actions.

• Identify three essential elements of a customer-focused culture.

• Checklists and tools to help you immediately implement these concepts.

What’s the secret to providing outstanding customer service?

It seems like customer service should be obvious. However, research reveals that even the best customer service professionals face hidden or even counterintuitive obstacles that make it difficult to serve customers at the highest level.

This highly engaging presentation shares several common examples that affect all of us. You will learn through a blend of fun experiential activities, real-life stories, and cutting-edge research.

Audience Value

Participants will gain the following:

• Experience hidden obstacles to outstanding customer service.

• Examine how to identify each challenge in the workplace.

• Receive tools to help you (and your employees) overcome each one.