Every Department is the Customer Service Department

Mike Frank has been speaking on customer service for over 30 years. He uses real life experiences to illustrate effective and ineffective customer service scenarios. Whether it be in the retail field, wholesale world, public sector or private sector, Mike helps his audiences understand that their goal must be to get and keep customers. It doesn't happen by accident - it is an 'on purpose' process. He can cover any or all of the following items, based on the length of presentation the client wishes and the specific industry. If the audience is all executives or managers, his title is usually, "Effective Customer Service Starts at the Top"

• Never see a customer as an interruption
• Having policies and procedures that help avoid complaints
• Effectively handling and rectifying complaints
• Front line people often can 'make or break' the situation
• Getting customers to WANT to do business with us
• Using creativity to get customers to like us
• The vital importance of asking questions
• The vital importance of listening to customers input
• Using evaluations and/or customer comment cards - AND using the information
• "Yes" is the answer, what is the question?
• Going the extra mile..doing the 'right thing'
• Truly positive teamwork within the organization helps with effective customer service
• Management's being accessible to customers is critical
• Conducting effective staff meetings helps in the process

Please contact: American Speakers Bureau
directly, for more information.
Thank You!