Customer Service Speaker ProgramsCustomer Service Speaker Mike Hourigan

The number one reason customers don’t return is because of an attitude of indifference by the employees.
The number one reason customer service employees don’t return is because of the customer.

Customer Service has never been easy and it only appears to be getting harder and sometimes we forget just how hard it can be on the customer service provider.

All of Customer Service Speaker Mike Hourigan’s Customer Service Programs provide great tips on how to keep your customers happy and your CSR’s happy at the same time.

Below is Mike’s Most Popular Customer Service Training Program

Taking the “Cuss” Out of Customer Service

Audience versions: customer service, management, HR, sales, sales management
Format: keynote, breakout, full day

Many people feel customer service is just a fancy form of lip service. Other people feel it is their constitutional right to bully and demean anyone who interacts with customers either on the phone or in person. So what is a customer service representative supposed to do?

This practical customer service program is filled with real answers to real customer service situations like how to work with a customer who is wrong. You will learn the three step formula for
• how to deal with the nasty and abusive customer over the phone
• how to respond to an aggressive client in person
• how to defuse any angry person
You will learn where customers get their expectations, and when and how to follow up with a customer. In addition, you will learn some techniques to make you feel better at the end of the day and not dread the next day.

Best of all you will leave with confidence to help you present your company and your product and yourself in any situation.

Audience versions: leadership, management, HR, sales management, sales
Format: keynote, breakout, full day

Please click to view the outline for: Customer Service Program
Click to see what Audiences had to say about Customer Service Speaker Mike’s Customer Service Training Programs
Click to contact Mike about Customer Service Training

“Thank you for launching our annual conference program with such a positive, interactive presentation that perfectly matched our goal of combining great substance with early morning humor! We also greatly appreciated your preparatory calls to selected association members and willingness to spend nearly a full day with our group to participate in our opening reception, keynote and book signing event at our expo booth thereafter. You clearly hit the bull’s eye!” President, Office Furniture Dealers Association

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