This week Tomas Lydahl and I had a great experience interviewing fellow Gitomer Certified Speaker Laurie Brown. Laurie is the owner of The Difference, a Customer Service and Presentation Skills training company.
Laurie has over twenty-five years experience as a speaker and trainer. A key asset that Laurie brings to her work is her range and depth of experience. She has an international clientele, having worked on four continents and in numerous countries including the UK, Panama, Japan, Mexico, Australia and Thailand, and throughout the United States. Laurie has worked with culturally diverse audiences at all corporate levels, and she serves clients ranging from Fortune 500 companies to small family-owned businesses.
She counts Accenture, IBM, Great American Insurance, KPMG, Beam International, GM, Sun Chemical, Denso, Deloitte, Acura, Ford, and Mercedes Benz among her clients.
Laurie is passionate about providing engaging facilitation, training and coaching that makes a difference. She is the author of “The Greet Your Customer Manual“, “The Teleprompter Manual” and “Brand-Aid.”
Here to share some insights and advice about delivering customer service that will make a Difference in your business… Laurie Brown!
Laurie’s Hot Tips:
1. Make is easy for your customer to do business with you. Look at all your customer touchpoints and simplify the processes and procedures around them.
2. Remember, “People have infinite patience, but no tolerance for being ignored.” Greet your customer immediately, even if you are with another customer. A simple nod or “I will be right with you” can have a huge impact.
3. Consider yourself lucky if a customer complains to you. They are giving you a chance to win them back. Listen, trust, empathize, own the problem and fix the problem as quickly as you can.
Connect with Laurie:
The Difference is a training company that helps companies and individuals improve their customer service and presentation skills. If you want to be a more effective presenter or provide exceptional customer service to your clients, you have to contact Laurie!
You can find more out about The Difference at http://www.thedifference.net
See you next week!