Customer care advocate Elaine Allison is an international speaker; trainer, consultant and author of the bestselling book The Velvet Hammer: PowHERful Leadership Lessons for Women Who Don’t Golf.
Her results are undeniable as she has helped organizations achieve #1 in customer care. She has keynote and learning programs that leave an impact as well as techniques they can use.
Elaine was one of Canada’s first female prison guards in an all male maximum security prison at the age of 19. She had a crash course in understanding how people interact with each other as her life virtually depended on it. She began to truly observe how we resolve issues, discover innovations and uncovered unique methods for dealing with even the most difficult situations. Elaine’s hands-on experience, real life stories and illustrations of what we encounter daily, helps audiences consider all their options and apply immediate solutions.
She has been featured on ABC World News, Global TV, The Globe and Mail and many networks, newspapers, and radio shows across North America. Elaine’s hands-on experience, real life stories and illustrations of what we encounter daily helps audiences consider all their options and apply immediate solutions.
Customer Service in a Connected World
Much emphasis has been put on using social media to promote products, but what about using it after the sale?
In this session find out…..
- Why Exceptional Customer Service is even more critical in a connected world.
- How every customer touch point matters?
- The secret on line tool that will give you instant access to your unhappy customer and circumvent instant posts to the world while protecting your brand.
- Discover how to save thousands of dollars in market research, customer surveys and focus groups.
- Understand why you must have guidelines and procedures for your customer service online strategies.
Transforming Teams into Customer Care Crusaders
Without customers, there is no business. You won’t need a marketing, accounting or operations department without them. Organizations that have raving fans actually have fewer error rates and lower costs to handling service breakdowns. The question is: How do you get your departments, stakeholders and (in some cases) even your suppliers to provide the kind of service you expect?
The customer is affected by what is happening with your organization, internally as well as externally. If you are ready to discover how a Culture of Care is created so your customers rate you number one, you will need the resources and skills Elaine provides to audiences. In Elaine’s “customer ized” sessions, you can find out how to:
- Use the secret technique that turns teams into Customer Care Crusaders
- Deliver extraordinary service even when things don’t go as planned
- Employ the “Knock it Off Nicely” technique with each other and your suppliers so they understand your standards
- Implement change and get your teams eager to implement it
- Use a simple unique technique to solve service breakdowns from the inside out
Leading a Culture of Customer Care
Everyone’s leadership styles vary, from participative to autocratic and everything in between. There may be no “best way”, however leading a culture of care is based on results. In Elaine’s leadership programs, the focus is on how you can turn your staff into Customer Care Crusaders. In her interactive and laugh out loud sessions, leaders will:
- Uncover which service breakdowns to focus on first
- Discover whether it is a system problem or a people problem, or both and what to do about it
- Learn how to set limits, encourage and engage teams to deliver their best every time because they want to and can
- Find out which targets, goals and nets to set with your teams and how they can be hit them every time
- Build a fool-proof system to keep continuous improvement alive and well on your team
Negotiating with Your Customer – So You Can Both Get What You Want
When a customer leaves dissatisfied, or you go broke trying to keep them happy, you won’t be around long to serve them. Client and customer retention is the cornerstone of any business. In fact, every business or not-for-profit organization is actually in the “relationship” business. In this session, attendees will:
- Know the most important thing to do before you start any negotiation
- Learn the “Ask, Don’t Tell” approach
- Uncover that negotiations are not meant to be tough even though they might be stressful
- Discover how to present your side without alienating the other person
- A method to understand your final options and walk away position
- Understand there is no problem so great that it can’t be solved
- Bonus: Discover why women lead differently than men and what to do about it
Women in Food Services Forum
Women in Trades
Women in Law Enforcement (NAWLEE)
Women in Transportation
Rogers Cable – Women’s Group
BPW – Canada
CAC – Canadian Women’s Coaching Association
West Africa Gender Diversity Conference
Ignite Excellence Conference
Financial and Insurance Services:
Bank of Montreal
Ernst & Young
Powell River Credit Union
Alberta Central Credit Union
Barton Black & Robertson
Coast Capital Insurance Services
Coastal Community Insurance Agencies Ltd.
Creston & District Credit Union
CUISA Credit Union Insurance Services Association
East Kootenay Community Credit Union
East Kootenay Community Insurance Services
Family Insurance Solutions
Herchmer Insurance Agencies Ltd.
IBABC Insurance Brokers Association of British Columbia
ICBC Insurance Corporation of British Columbia
Insurance Brokers Association of BC
WESTCU Insurance Services Ltd.
RCMP – Royal Canadian Mounted Police
TSA – Transportation Security Agency (Honolulu)
Elayn Hunt Correctional Centre (Louisiana)
Fraser Valley Public Libraries
Prince George Public Library
Ontario Lottery Corporation
North Vancouver Recreation
Ministry of Environment
CHMC (Canada Housing and Mortgage Corporation)
Ministry of the Environment
CATSA – Canadian Air Transport Security Agency
US Naval Security Group – Pearl Harbor
Government (via YVRAA):
CBSA – Canada Border Services Agency
CBP – US Customs & Border Protection
Travel / Transportation:
Grouse Mountain Resort
Hemlock Ski Resort
Roll’n Oilfield Industries
Vancouver Airport Authority
Canada Line (ProtransBC)
Port Metro Vancouver
Quality Move Management (Allied International)
Travel / Transportation (via YVRAA):
Canadian Hire Inc.
Fred Pryor / Career Track Seminars
Human Capital Development
Human Resources Canada
Kamloops School District #73
Southeast Saskatchevan Teachers Assn.
University of Wisconsin
School District 45 (West Vancouver)
School District 41(Burnaby)
Technology & Engineering:
ASCnet Applied Systems Client Network
BC Applied Systems User Group
Class Software/Active Network
Client Connect Plus
ISM BC (a division of Telus)
QCA Systems Ltd. Industrial Automation Solutions
SWAN Southwest Applied Network
AIBC Architect Institute of BC
Retail & Food / Beverage:
Sonic Restaurants Inc.
B & J Autoparts
Fermenters Guild of BC
Retail & Food / Beverage (via YVRAA):
The Hudson Group
Aldeasa Duty Free
The Paradies Shop
BCHS – BC Health Services
Regina QuApplle Health Region
Interior Health (BC)
4 Pillars Consulting Group
Calgary Real Estate Board
CSEME Canadian Special Events & Meetings Expo
E-Bill Systems Inc.
Promax Audio Visual
VMC Vancouver Mechanical Contractors
International Association of Administrative Professionals
Ossur Generation II
Good Shepherd Lutheran Church (Assisted Living)
Global TV – Halifax
Supreme International Ltd.
Live Out Loud
IASB (International Association of Speakers Bureau) Showcase
Miscellaneous (via YVRAA):
Marquise Facility Management
The Velvet Hammer is a woman leader who can manage with grace and eloquence and still get things done. She has given up trying what might work for her male counterpart… and has found her own unique way to lead others.
The Velvet Hammer not only offers great tips in a book distinctly for women on leadership, it also offers unique “Velvet Hammer” gifts for the woman who got the promotion or just needs to be recognized.
This book is a great way to say “thank you” to the many women in your life who deserve some recognition after a long project, a year on a board or committee or after any challenging time.