Jan McLaughlin

Programs

Getting in Your Customers' Way?

Take the time to evaluate the direction of your customer service and you may discover it's time to realign your compass! Jan will share some revealing statistics and then guide you through an evaluation of three crucial aspects of customer service:
Policies you have in place and may need to revisit
Procedures that create hoops for your customers to jump through
People skills of those working with customers and those leading them
You'll take away ideas to help you raise the bar on customer service!

Communicate with Your Customers and Keep Them Coming BACK!

Ask any group of front line employees what customers want and they'll say, "Follow through!" Yet how many really do? Customers want to know the status of their order, want updates on research we might be doing for them, want to know when we've completed what we promised to do and want that friendly check-in call to see if they need anything. To accomplish this, an organization needs a culture that values communicating with their customers. And, those in contact with customers need to understand how to communicate effectively with their customers—face-to-face, on the phone and via email. Let Jan McLaughlin, the customer communication expert, show you how.

Speaker Information

Jan has a proven track record! She has earned the Certified Speaking Professional (CSP) designation—the speaking industry's international measure of speaking experience and skill. By meeting strict criteria, fewer than ten percent of the 5,200 speakers who belong to the National Speakers Association and the Global Federation of Speakers earn this designation.

Jan has walked in many of your shoes. She worked her way through school as a lifeguard, salesperson, waitress and secretary. After graduating from Washington State University with a Bachelor of Arts in English and Fine Arts, Jan worked as a teacher, writer, graphic designer, newsletter editor, photographer's model, actress in television commercials and industrial films, salesperson, retail manager, image consultant, speaker, trainer, business owner and road warrior.

Jan McLaughlin

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Testimonials

"Jan created a highly relevant program with a targeted message to meet the needs of our members who are business owners. "Getting in Your Customers' Way? Policies, procedures or people may be driving them away" really hit the mark. In fact, several of our veteran members said, "Jan hit it out of the park." Most of the 100 attendees were taking notes throughout—I'd say that is a great compliment to Jan's material. Her program was laced with humor and loaded with ideas our members could implement immediately." Glenna Thomas Executive Director Seattle Executives Association