Workshops & Keynotes

How to Create a Team of Customer-Focused Employees


Most managers and business leaders begin with honorable intentions for developing a customer service program. They identify the problems and set achievable goals. They invest company resources by hiring an outside consultant or trainer to help them carry out their customer service mission.

Why then, do so many of these initiatives fail to improve the quality of customer service? Most likely, the organization or department is lacking the foundation to support a service culture.

During this workshop, Debra Schmidt will teach you the secrets of how to create and sustain a successful customer service initiative in your organization. Success involves cooperation and customer service ownership by all employees, regardless of their title.

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You will learn:

  • How to develop a customer service plan that actually works
  • How to set realistic customer service goals
  • 5 common customer service barriers in every organization
  • 7 essential elements of a successful customer service initiative
  • Surefire ways to motivate employees to take ownership of service
  • Time-tested customer service training tips
  • How to keep the spirit of customer service alive in your organization
  • 9 customer service tools and resources that will help you succeed

Workshops & Keynotes

Do’s and Don’ts of Customer Communications

Eighty-five percent of your career success is in direct proportion to your communications skills. Due to heavy workloads, short staffing and multi-tasking, it’s easy to become a poor communicator. You pretend you’re listening, but in reality, you may miss a lot of what is being said to you.

Sometimes in your desire to handle workplace conversations as quickly as possible, you can neglect the use of common acknowledgments as you communicate. Yet the few extra seconds it takes to add them is well worth the time. If you simply focus on getting the task done and rush through internal and external service requests, you’ll miss tremendous opportunities to build loyalty.

During this program Debra J. Schmidt will teach you how to build much stronger customer and co-worker relationships by improving your communication skills.

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You'll learn:

  • Why customers get offended even when you’re trying to be nice
  • The words and phrases you use every day that can damage customer relationships
  • 5 ways to become an active listener… even when you’re busy
  • 16 barriers to effective listening
  • 12 ways to become a better listener
  • Manners vs. multi-tasking
  • 9 communication guidelines that are an absolute must
  • How you can say “NO” to a customer and still build a positive relationship
  • 10 ways to make your customers feel valued, even when you’re busy
  • 5 quick tips to help you build rapport and trust with your customers

Workshops & Keynotes

How to Deliver Exceptional Internal Customer Service

You may think you don’t need customer service training because you do not directly deal with external customers. Think again! Your customer is anyone who benefits from the work you do — or, conversely, suffers when your work is done poorly or not at all. Your work is part of a customer-supplier chain. It is not an isolated activity.

Consider what happens to your ability to do a great job when the following occurs:

You are a customer when you get material, information, or services from others in your organization or from an outside vendor. You are a service provider when you provide material, information or services to others within your organization or to external customers. Most employees have many more internal customers than external ones. Customer loyalty starts within the organization. It is not an isolated activity. Debra J. Schmidt will help you to recognize your co-workers as your primary customers, and teach you how deliver outstanding internal customer service.

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You'll learn:

  • How co-workers read body language
  • The power of your tone of voice
  • 6 Common actions that create barriers between work teams
  • How to adapt the way you communicate with co-workers
  • How to recognize how your co-workers perceive you
  • 4 Quick and easy tips for building rapport with your co-workers
  • How to establish your “personal signature”
  • 8 Ways to be more positive at work
  • How to get your co-workers on your side

Workshops & Keynotes

The Power of ONE! Building Customer Loyalty from the Inside Out

Printable workshop description: The Power of ONE Building Customer Loyalty From the Inside Out

Customer loyalty is the responsibility of every employee within your organization. It is earned by building positive relationships, one customer, and employee at a time. Loyalty-focused companies outperform their competitors each and every time. Loyal customers are more pleasant; they purchase more products, refer new customers and are more forgiving when problems occur.

Debra Schmidt will teach you how to build customer loyalty through a combination of powerful facts, entertaining stories, and interactive exercises. She will help you identify the expectations of internal customers (co-workers, employees) and external customers and teach you how to surprise and delight your customers through exceptional service.

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You'll learn:

  • How to calculate the lifetime value of your customers
  • The top 6 reasons customers leave
  • Why satisfied customers are not enough
  • The impact of customer loyalty on your organization’s success
  • Co-workers — the forgotten customers.
  • How deliver exceptional internal service
  • The cost of getting new customers
  • How to avoid committing the 7 deadly sins of customer service
  • How to avoid the #1 customer loyalty killer
  • How to build loyalty with an angry customer
  • The 5 keys to building customer loyalty
  • How to become a Loyalty Leader for your organization

Workshops & Keynotes

Creating Customer Loyalty through C.A.R.I.N.G. Service

Voicemail, automated phone systems, email and other technology have replaced the personal touch when it comes to customer service. Customer frustrations are on the rise. Their number one complaint? — No one really seems to care anymore. People are loyal to a business when they feel they’ve been treated well and received good value for their money. Customer service goes a long way toward pleasing customers on both counts.

C.A.R.I.N.G customer service means going out of your way for customers, doing everything possible to meet their needs, and sometimes making decisions that benefit customers, even at the expense of the company.

The simple gesture of showing your customers that you care about them will be a welcome surprise compared to the apathy they experience elsewhere. Creating customer loyalty boils down to one simple concept—C.A.R.I.N.G. No matter how good your products or marketing may be, business success or failure is often determined simply by how customers are treated.

Debra J. Schmidt will teach you how to make your customers feel good about doing business with you and your company.

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You'll learn:

  • The 6 essential elements of C.A.R.I.N.G. service
  • How to earn loyalty by delivering consistent quality
  • 7 tips to help you make your customers feel valued
  • How to put your customers first even when you’re busy
  • 5 ways to build a reputation of reliability
  • How to stop viewing customers as an interruption of your work
  • 9 ways to build your customers feelings of self-worth
  • How to have fun building customer relationships
  • 5 secrets of delivering service your customers will want to brag about
  • 12 ways to reward your loyal customers

Workshops & Keynotes

Customer Service

Customer Service & Loyalty Training

All Workshops Are Presented by Debra J. Schmidt

blue_jacket_0370wsDeb motivates, educates, entertains and delights audiences with powerful, humorous stories that drive her message home and hook even the toughest participants. Her workshops and keynotes are filled with practical tips and ideas that everyone can easily apply in the workplace to build their professional credibility by delivering exceptional service. Her messages resonate across all industry lines.

Deb is in demand as one of the nation’s top customer service loyalty experts. She has developed service standards and delivered training for companies throughout the United States and Canada, helping her clients to keep more customers, retain more employees, get more referrals and sell more products. Deb helps companies boost their profits by leading them to increased customer, employee and brand loyalty.

Loyalty Leader® customer service training workshops are interactive, humorous and filled with powerful content guaranteed to give employees at all levels practical tools that they can immediately apply in the workplace. Each workshop is customized to meet your organization’s objectives.

Contact Deb to discuss your training objectives, get a quote, or schedule training for your team!

[email protected] | 414-331-3872

Who should attend?

• Employees with internal and external customers
• Managers and supervisors
• Call center employees
• Small business owners
• Entrepreneurs

Customer Service Training Workshops