Customer Service Excellence -- High contect delivered with ample energy and humorous entertainment

Most Popular Topics:

The 10¢ Decision®: How small change pays off big

Service is at the center of every business, whether you’re making widgets, providing healthcare, or serving gourmet cuisine. From company culture to guest interactions, the choices we make day in and day out add up to create exceptional experiences for everyone involved. Sure, some decisions are big ones. But more often, it’s the “10¢ decisions”—the ones that barely cost a dime (literally or figuratively) but have a massive impact––that can transform customer service from so-so to stellar. With decades of firsthand experience to draw from, Laurie shares her insights into making smart, effective choices to improve guest encounters, staff satisfaction, and your business as a whole.

This program (which can also be offered as a virtual experience) blends a variety of learning modalities to keep the event fun and fast-paced –  even when attendees are gathered around a screen rather than a stage.

Attendees will discover:

• How to turn things around “on a dime”
• Ways to self-assess customer service levels
• High-impact opportunities to shine that the competition is most likely missing
• Ideas for improving the service level of every team member

Plus: Every attendee walks away with Laurie’s “Simple Six Pack,” a suite of exclusive resources designed to improve business interactions overnight.

Life in the Espresso Lane: How to be smooth, bold, and balanced in a fast-paced world

What if you could give yourself an instant pick-me-up by a simple change of thinking—even in stressful times? If you find yourself zapped after encounters with customers or coworkers, this course offers simple yet powerful ways to instantly become engaged, motivated, and energized. You will learn practical mental “lattes”—ideas you can serve yourself any time you need to get your perk on!

This fast-paced, fun, and interactive program will give you the tools to blend your own energizer. You will leave with new pep and excitement for the day. After you savor her “cup of sanity” once, Laurie’s humor and wisdom will make you want to drink in her ideas daily.

Attendees will discover:

• One action to become indispensable at work
• Behaviors to positively stand out from the pack
• The best way to build rapport with others
• Ideas to achieve personal balance in life

Courageous Conversations: Saying what needs to be said

Do you ever wish you had just the right words to handle situations at work? Whether you need the perfect words to handle difficult clients, language to deal with challenging staff, or simply the guts to say what the boss needs to hear, this session can help.

Known as a courageous communicator, Laurie has spent more than 25 years teaching others how to use the right words and phrases to help achieve a desired result. During this highly interactive program, attendees will take common scenarios and learn how to phrase the communication in ways that increase their influence with others.

• How to swap words to create connection
• Ways to achieve desired results from others
• Practical approaches to deal with difficult people
• Secrets to making miserable moments tolerable

Are We Having Fun Yet? Communication and teamwork are more than a game of chance

Is your team overdue for a fun, laugh-while-learning experience? Wouldn’t it be nice if you could also get them reacquainted, re-energized, and recommitted to your organization’s goals? Heck, while we’re at it, why not throw in improved personal interactions and a morale boost? During this customized, game-style program, audience members work together to build better communication and teamwork skills. The session is both enjoyable and highly interactive.

Attendee takeaways:

• Improve communication between all types of team members
• Build better internal and external rapport
• Create a fun environment and lasting workplace relationships
• Build a team that withstands myriad daily stressors

In this fully customizable, game-based workshop, Laurie will get everyone up and moving for skill-building activities that are sure to re-energize the whole team. The program is a perfect match for small groups (under 100) seeking discussion and lots of interaction between audience and presenter. (A non-game version is also available.)

HEALTHCARE SPECIFIC TOPICS:

All of the programs listed above have version specific to nursing and healthcare support teams. In addition, several additional programs are available only for healthcare audiences.

Best Kept Secrets of Successful Practices

Ever wonder why some healthcare practices are more successful than others? This program gives you insider information on many great tools used by your colleagues. This rapid-fire session is full of ideas that can be immediately implemented. Learn about the incredible tools that can improve communication, staff development, customer service, teamwork, patient service and many more tips for building a successful medical practice.

Tools of the Trade

The medical assistant’s toolbox must be filled with specific attributes for a successful career. This program is a fast-paced, interactive session that will illustrate the fourteen “tools” a healthcare professional must have to differentiate themselves in the workplace.

Lead or Get Out of the Way

This program is especially designed for medical office managers. Whether you have been in the position for 20 days or 20 years, you will find ideas you can implement the very next day! Laurie covers the crucial elements to successful leadership, shares medical practice building ideas in rapid-fire style, and enhances the professional relations skills that are essential to superior leadership.

Taming the Tough Patient

Join this unique and interactive program that takes an entertaining look at a variety of challenging situations in the medical office. Physical, emotional and communicative issues will be addressed including how to deal with the angry patient.