Ford is a customer service expert with 20 years of experience presenting to businesses, associations and government. She presents over 100 speeches and seminars annually in the U.S. and internationally on topics of customer service, leadership, team issues and change. Ford is best known for work in the areas of customer service; she is the author of the videotape series How To Give Exceptional Customer Service, the #1 selling business tapes in the U.S. for the last three years. Ford's other videos and audiotapes include: Developing a Customer Retention Program, and Building a Customer Driven Organization: The Manager's Role and Personal Power. She has also written Exceptional Customer Service.
Ford's experience includes working with many of the nation's premier organizations: SmithKline Beecham, Equitable, CSX, Viacom and Georgia Power, to name a few.
Ford is a Certified Speaking Professional (CSP), an earned designation awarded by the National Speakers Association. She serves as a Board Member of the College of Arts and Sciences at the University of Tennessee, where she was named "Outstanding Alumni" and recently received a Chancellor's Citation for extraordinary service to the University.
Lisa is known for designing content customized to the audience and the issues they face. Her presentations are filled with practical strategies, common sense, and memorable stories combined with enthusiasm and humor.
- Everyday Excellence
The best way to survive in today’s fast moving and changing workplace is to be better and smarter every day. You must examine what value you add to the organization and you team. This session covers how individuals must make a difference and increase their results daily. People will learn to understand and love change, take risks and action to make things happen. Lisa shares questions to identify what value you add and create an action plan to increase your value. You will also hear how to create your own luck and success and maintain an attitude of energy and enthusiasm. Today’s world is one where everyone must accept that we are all "self-employed". Lisa will give people a chance to laugh and learn while accepting the new reality.
- How to Lead a Team
The competition may be able to copy your products or services, but they cannot copy your team. This session will give you the strategies that will set your team apart from the rest. The ideas covered are: how leaders guide success; what the best.organizations do; create trust to gain respect; develop operating agreements to ensure accountability; and get the team to make their own decisions. Lisa will also cover the characteristics of a successful team member and how to reward and recognize each team member to keep the motivation high and the team on track.
- Create a Culture of Engagement
To build a business, you must have a focused and engaged team. Your team makes the difference with your customer, your daily results, growth, innovation and profitability. As a leader, your actions set the tone for a productive, upbeat and customer focused business. Employees want to be engaged, connected contributors. Lisa will deliver strategies on how you can take your business to the next level for your employees and customers. You will learn what to give employees so they can perform at extraordinary levels and how to use empowerment and recognition to create engagement. Lisa will also discuss the fundamental drivers of engagement to start doing immediately.
- Create A Customer Service-Focused Culture
Face it–front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. This session will cover the environment you must create to encourage a strong, engaged team, your role in modeling the right behavior and the strategies to maintain the right service attitude. Other hands-on information includes how to hire the right team member to start, how to train staff who are emotionally equipped to handle front-line intensity, and what to discuss at team meetings to maintain momentum. Lisa will also deliver ideas on service standards, using empowerment correctly and managing today’s generation of team members.
- Why Customer Service Is NOT Enough
This is a presentation on why customer service alone will not lead to long term survival. Everyone has read the books, many businesses have pledged fidelity to its customers but few have implemented actions that match their attitude. And most efforts are faint hearted, gimmicky or off the mark. Today’s organization must focus on customer’s satisfaction and retention with renewed energy. This speech is a combination of content, examples and motivation. The challenge is to get customers to love your products, services and people. Lisa relates statistics, strategies and stories so the audience leaves with skills and the desire to win and keep customers.