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About Peggy 

Author of four books and other learning tools on customer service, customer loyalty, teams and communications skills, Peggy has been named a "content expert" for Inc.com. She is regularly consulted on customer service issues by the "Customer Service Advantage" and "Communications Briefings" newsletters and has written well over 600 articles on the subject of creating a culture of service and team and employee performance improvement. Peggy will develop and design an approach tailored to your organization or association plus suggestions for follow up activities and approaches to help you see results from your training..

Delivering bottom line impact by:

  • Creating a true culture of service in your organization--It's more than just training
  • Improving employee productivity and teamwork
  • Enhancing customer service skills of your front line
  • Creating excellent internal customer service teams
  • Improving customer service management and leadership skills
  • Offering pre-program and post-program activities that add to your program
  • Designing and implementing a strategic plan to improve both external and internal customer service

Here are some things we can do for your organization:

  • Show you how to avoid the five worst customer service mistakes that can hinder your organization's success
  • Train your supervisors and managers in management and motivation
  • Help your managers develop the special skills needed to manage for customer service
  • Help you create specific customer service strategies and implement them to improve service
  • Improve your team's communication and interpersonal skills
  • Conduct team retreats and develop other initiatives to help your teams work better and more productively therefore improving productivity and workplace performance


Customer Service Policy
"Our customers are our first priority. Our goal is to exceed their expectations in everything we do. We partner with our customers to mutually identify needs, expectations and measures of success so that we can provide solutions that 'make a difference'." 

 

Customer Service Tip  

       Difficult Customers

 Remember that when a customer becomes irate and loud, take him to a private place and make sure that your voice and you remain calm. Take a deep breath and realize it is not about you, but your organization.

Associate Trainer and Speaker, Trevina Broussard

Based in Houston, Texas, Trevina brings a personable, intuitive touch to her suggestions and ideas for improving customer service. Her credibility comes from the trenches – real world experience in sales, marketing, customer service, and management that results in practical, down-to earth  techniques for all levels of employees. She has recently worked with clients like Hatfield, Missouri City, Wilhelmsen Ship Management, MD Anderson, Community Health Choice and others.

ASK ABOUT OUR SPECIAL OFFER ON HER NEWEST PROGRAM:

"COMMUNICATING AND CONNECTING MORE EFFECTIVELY WITH YOUR CUSTOMERS"

Whether you are in sales, customer service or would just like to learn to communicate more effectively, this program can help you understand why and how you just naturally "click" with some people better than others. You know that not all customers are the same so if you want to improve your customer communication skills you need to start treating different customers differently. This program will help you learn what you can say and how you can say it to better make your communication fit your customers and situations in order to transform the customer experience. Contact us for more information and how it can benefit your organization.

DID YOU KNOW ...the #1 predictor of success in any job is ATTITUDE? –  Attitudes are what separate the best from the rest.

Sign up for a. FREE SAMPLE of our Customer Service Attitude Assessment by clicking HERE !

It measures six elements of success in customer service--helping disposition, flexibility, stress management, team player, attendance, and candidness--things that will help you choose the right people to begin with!

What Peggy's Clients Are Saying 

Peggy's clients include financial institutions, corporations, sports teams, healthcare, hospitality and academic institutions including ExxonMobil, IKEA, Rice University, Bush International Airpot, Texas Medical Center, The Hartford, JPMorgan Chase, El Paso Energy, Houston Zoo, Houston Texans, Houston Astros, Houston Rockets, Sterling McCall Toyota, NASA, Marriott, and numerous associations. Click the recent projects tab to see a full listing of her clients.

"It was a pleasure to have you conduct our customer service workshop. It's easy to see why your services are so much in demand.Your presentation was spot on and your training delivery kept everyone's attention throughout the day, in fact, they enjoyed it. One attendee was especially apprehensive about attending because of the fear of being put on the spot to answer a direct question. I can sincerely say that your training method created an easy learning environment that made everyone comfortable."

Judy Shaw Director of Operational Services

Coastal Conservation Association

"Thank you for putting Texas Press Association on your calendar. It was great to see you get us on our feet, laugh, and relate to your lines of thinking on customer service. Having you as our speaker got us off to a fine start."

"We enjoyed your presentation yesterday. No one fought to stay awake and attentive. That in itself deserves a gold star. I learned some things that I plan to implement and I have no doubt that other attendees feel the same way. I've received very positive feedback from our chapter members."

Donna Touchet, Records Supervisor
Jefferson County Appraisal District

I do extensive prework and "jobservations" that help you tailor the program for your group. I spend time to understand your unique culture and competencies and helps you build on your strengths, including the best parts of your culture. I  caution against simply trying to overlay that of an organization such as Disney, Southwest Airlines or Nordstrom. As good as they may be, each organization needs to develop and design something unique to them. I y will help you do that.

"I wanted to thank you for the work you did with us in developing a customer service strategic plan. The goal statement you developed for us and the activities you suggested for us to create the 'bump into factor' and raise awareness have really helped us make a change in the culture of our team. You have really put us on the path to great customer service--we are seeing a major difference in a few short months!"

         Marilyn Oliver, President
            Aker Business Solutions, North America

Whether you just want to create a team that "plays well together," needs a customer service "tune up," a team retreat or to change your entire culture of service, she can help you develop and implement a comprehensive customer service, communication skills and team improvement strategic plan.Consider bringing Peggy in as a presenter for your retreat or conference. She brings real world "how to" information blended with fun and audience interaction.

"Our goal to create 'Raving Fans' is on a much clearer path thanks to your work with the Sales and Marketing Group. Thanks for your efforts and clear direction."
            Houston Texans

"Your session on 'Managing and Retaining the Generations' was a big hit at the hotel. Managers that attended the workshop are still talking about it. It is great when a session creates as much conversation and interaction as your session did."
            New Orleans Marriott 

"I really enjoyed your class. You are an excellent presenter and have the knack to keep things moving and hold our interest. Thanks for helping me towards being a better person."
            Class Participant, Rice University Staff  
  
    
         

Peggy is especially known for her interpersonal and communication skills training which can help your team improve their internal customer service, telephone and listening skills, change management and working effectively with Generations X and Y. She is also an experienced facilitator who can work with you on team building retreats, change initiatives and customer service strategic planning.

Her newest program, "Kiss, Bow or Shake Hands" helps teams look across cultural traditions, values, issues and behavior to work together more effectively.

"The retreat was an unqualified success and something that we will continue to do at least yearly.  Thank you for getting us started on the right foot."
            Rod Shafer, R.Ph. CEO 
            International Academy of Compounding Pharmacists

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    Peggy Morrow & Associates
    15810 Brook Forest Drive
    Houston, Texas 77059
    281-280-8190
    FAX 281-286-9477
    E-mail info@peggymorrow.com

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