The Certified Speaking Professional designation, established in 1980, is the speaking profession’s international measure of speaking experience and skill. CSP is conferred by the National Speakers Association (NSA) and the International Federation for Professional Speakers (IFFPS) only on those accomplished speakers who have earned it by meeting strict criteria. The letters CSP following a speaker’s
Did you know that April 1, 2015 is International Fun at Work Day? It’s important to take your work seriously – but we don’t always have to be serious at work. Playing and having fun at work stimulates creativity, relieves stress, and even increases productivity. You’ll find that people who laugh & play together also
Last week was so much fun! I was at a video shoot for a training film we’re producing for one of our clients. The shoot went VERY well and this training film is going to be fantastic. So exciting. I posted many photos and a couple of videos on our FACEBOOK page – but also
If you’re like me, you spend a lot of time during the New Year holidays wrapping up the last 12 months and planning for the next. Perhaps, like many, you make New Year’s resolutions. Hopefully, you’re one of the few who keeps your resolutions. Most of us, however, do not. Which is why I was
Look at any organization known for providing world-class customer service and you’ll notice one thing they all have in common. They all have a strong company culture, and everything they do stems from their core values. This is true of Zappos, Disney, the Ritz Carlton, L.L. Bean, Southwest, Ruby Receptionists and countless others. They hire
As I’ve traveled across the country and speak to audiences about engaging employees to improve the customer experience, I’ve noticed something. Most people agree on the importance of delivering red-carpet customer service. Most have an idea in their head of what that means. However, many have not defined what that customer experience should look like at
As a service professional, sometimes it feels like you come in to work day after day and you get the same questions; give the same answers; and you pretty much know what your customers are going to say before they even open their mouths. You want to roll out the red carpet for your customers.
“Coasting Only Happens Downhill.” As Mike Rayburn spoke these words from the main stage at the National Speakers Association Convention last month, they hit me like a ton of bricks! How very true. Coasting does only happen downhill. While it can be fun, and even necessary, to coast for a while and appreciate all the
It is said that the only constant is change and when it comes to today’s workplace, that’s an understatement! Whether it’s a new process; a new building; a new brand; or new technology, something always seems to be changing. Even bringing one or more new customers can be exciting and stressful at the same time.
Creating a culture of customer service excellence has never been more crucial. As my friend Charles McIntyre says, “It’s no longer word of mouth …it’s world of mouth.” One poor service experience and many are off to share their woes on social media. If there complaint is creative enough or they have a large platform,