In order to give you an idea of some of our capabilities, here are some of our recent and past projects:
Presented aftenoon program at the Annual Property manager's Meeting, "What It Takes To Deliver Exceptional Customer Service"
Fort Bend County
Presented training program on "How To Deal With Angry, Abusive Citizens" for the Environment Health Department
Bush Intercontinenal Airport Houston Airport System International Services
Presented a series of customer service training classes for both managers and employees
Harris County CASE Cooperative After School Enrichment
Presented a customer service training session to the program coordinators
Currently working on a one year project to implant a culture of service.
Texas Press Association
Keynote speaker at the annual conference
Conducted a customer service audit
Gulf Coast Health Center
Port Arthur Texas
Worked on a six month project, "Healthcare With Heart," to improve customer service in the clinic.
Splashtown Water Park
Presented kickoff Customer service training for both staff and management.
Community Health Choice
Developed and presented a customized customer service training for call center staff.
Customer service training for both staff and management. Individual manager's coaching in customer service.
Customer service training for both staff and management. Individual manager's coaching in customer service.
Presented a customized customer service program.
Better Business Bureau Southwest Region Meeting
Facilitated a presentation and discussion on "Customer Service--The Good, The Bad and The Ugly"
Jefferson County Appraisal District
Presented full day customer service workshop, "The How Behind WOW!--Delivering Exceptional Service"
Texas Pool Council 2012 Conference
Presented a breakout session on "Managing for Customer Service--It's more than training."
Developed and presented a series of customer service skills training classes as well as obtaining feedback fro their customers and making recommendations for further improvement in customer service.
Developed a full day customer service skills training program customized to supply chain management.
Sterling Association Management
Worked with the company over a period of six months to help them establish a culture of service. It included focus groups, interviews, training and other activities to diagnose the challenges in serving customers and suggestions on how to improve them.
Garcia-Leza EC/PK Center, Aldine ISD
Presentation of "How To Avoid A Shark Attack--Dealing With Difficult People And Tough Situations."
Presented "How To Avoid A Shark Attack--Dealing With Difficult People And Tough Situations" at staff in-service.
Pain Management Center of Houston
Consulted on a customer service improvement initiative for the practice including staff skills training.
Conducted a day long team building program for managers
Presented a series of training programs on improving customer service.
M. D. Anderson
Present ongoing training programs at quarterly meetings for the Conference Support Services.
Presented a program, "From Bebop To Hip Hop--Working Effectively With the Generations."
The Center for Aids Information and Advocacy
Conducted program, "Creating Quality Customer Service."
Bering Omega Community Services
Presented program, "The HOW Behind WOW!--Delivering Memorable, Compassionate Service."
The International Space Station team NASA
Developed and presented a team program, "Kiss, Bow Or Shake Hands, Embracing Cultural Diversity."
Wharton County Junior College
Presented two programs, "The HOW Behind WOW!--What I Takes To Deliver A+ Service" and keynote for the Spring Convocation, "Take This Job and Love It!"
San Jacinto College Financial Aid Office
Presented a two-part series on "How To Avoid A Shark Attack--Dealing With Difficult People and Tough Situations In The Financial Aid Office." Numerous presentations for staff on customer service, time management, communication and interpersonal skills.
Texas Association of Counties
Presented two breakout sessions on "Telephone Customer Service Skills" and "Building A Culture of Service."
Presented half day program on "Impressions--The First May Be Your Last" for the sales staff.
Louisiana Department of Transportation Federal Credit Union
Designed a customized Train-The-Trainer member service training program to be delivered by their staff in-house.
Huffington Center On Aging
Keynote speaker on dealing with the stress of caregiving.
Consumers Choice Awards
Keynote customer service speaker at a program honoring their award winners in Dallas.
Conducted supervisory skills program.
Conducted training programs: "Stress Management--Dealing With The Traffic Jams Of Life" and "Conflict Management," "Delegation Skills" and "Managing the Generations."
Kennedy Space Center
Presented full day internal customer service program, "What Do You Mean I Have a Customer?" I have been asked to repeat it in November.
Johnson Space Center
Presented two half day training programs: "From Bebop To Hip Hop--Working Effectively With The Generations" and "The Power Of Listening." I also presented it at Kennedy Space Center.
Main Street Financial Federal Credit Union
I have worked with this client for several years and will be presenting a refresher member service program for them in October.
Liberty County Appraisal District
Presented a full day customer service program for them, "The HOW" Behind "WOW!"
Fort Bend County
Presented two training programs: one on "The Five Things All Customers Want and Need" and another on "Dealing With Difficult Customers."
Partners in Building
Ongoing work with the custom home builder to develop a strategic plan to improve their customer service. It is a process that involves customer service training and coaching along with specific suggestions in processes, procedures and other elements that affect the level of customer service offered.
Rice University Fondren Library
Facilitated a strategic planning retreat. It was a follow up to work I have done with them previously.
Worked with the Zoo on a contract to improve customer service in the Admissions department.
Houston Independent School District West Region
Worked with the leadership team to improve service in the front office of their schools through training and development of a strategic plan.
HISD Summer Institute
Spoke at the conference on internal customer service in a breakout session, "What Do You Mean I Have A Customer?--Working With Your Community."
Presented training programs on "Communicating Clearly" and "Meeting Management Skills."
Designed and conducted an internal customer service training program, "What Do You Mean I Have A Customer?"
Developed a comprehensive strategic plan for improvement of internal customer service to be implemented over the course of a year.
Designed and conducted and internal customer service improvement program, "What Do You Mean I Have A Customer?"
El Paso Corporation
A series of seminars including:
"From BeBop To Hip Hop--Working Effectively With The Generations"
"Communicating With Diplomacy And Tact"
"Professionalism For Administrative Assistants"
"Full Team Ahead--What It Takes To Make An Effective Team"
"Becoming a Powerful, Productive Administrative Assistant"
IAAP--Medical Center Houston
Full day seminar on "Becoming A Powerful, Productive Administrative Assistant."
Two sessions of communication skills training class on "Connecting With Clients."
Full day seminar on "From Bebop To Hip Hop--Effectively Managing The Generations."
Houston Rockets/Toyota Center
Refresher training in customer service, "Delivering Slam Dunk Service" to start the basketball season.
Rice University Engineering Office
Facilitated full day team building session, "Full Team Ahead!"
Rice University Registrar's Office
Conducted a series of customer service training plus suggestions for ongoing customer service improvement at the start of the school year.
Workshop on "Customer Service in the Academic Environment" to kick off the school season.
Fulbright & Jaworski
Conducted "Full Team Ahead" managerial training workshop.
Beautique Salon and Day Spa
Presented keynote speech "Take This Job and Love It!" at their yearly conference.
Galena Park Independent School District
Full day customer service training to kick off the school year. (For two years)
Progressive Business Seminars
Conducted teleseminars on "How To Deal With Difficult, Demanding Customers," "Coaching for Customer Service" and "Full Team Ahead."
Four breakout sessions at national conference, "The HOW Behind WOW--Making Customer Service Happen."
Presented "From Bebop To Hip Hop--Working Effectively With The Generations" as part of their diversity initiative.
Progressive Business Seminars
Conducted a teleseminar on "How To Deal With Difficult, Demanding Customers."
Worked with customer service manager to craft letters to be sent to customers to help increase sales and the perception of the level of service they received.
Keynote speaker on "From Bebop To Hip Hop--Working Effectively With The Generations."
Durrett Motor Company
Ongoing consulting on improving customer service and employee retention rate.
Presented at an International IT Conference on "The HOW Behind WOW!" of Customer Service.
Conducted customer service workshops as part of an ongoing initiative to improve customer service.
Facilitated a full day workshop/facilitation with executives and call center staff to ascertain the level of service needed and how to accomplish it.
National Association of Pet Sitters
Keynote speaker on "The HOW Behind WOW!" of Customer Service.
Jewish Community Center
Developed and delivered a one day customer service training program plus developed an ongoing plan for customer service for them to work in house.
Presented a keynote presentation, "Take This Job And Love It! How To Keep Yourself Fired Up And Motivated About Your Job" for the yearly CAP 2006 Conference.
Johnson Space Center Federal Credit Union
Presented "The HOW Behind WOW! Making Exceptional Service Happen" at an all employees meeting.
Developed "Full Team Ahead" a program designed to build a more effective team during a time of great change for newly integrated offices of IKEA Trading Americas.
Fulbright & Jaworski LLP
Presented two brown bag lunch programs, one on "Delegation Skills" and one on "Managing the Generations."
NASA Johnson Space Center
Customized and presented a program "From BeBop To Hip Hop -- Managing The Generations" for the entire procurement department. Also presented "Power Listening" open to the general population.
Griffin Integrated Marketing
Developed and presented a program on time management, "Time Management Without Time."
Houston Community College
Keynote speech at the Student Services In Service, "What Do You Mean I Have A Customer? Serving Internal Customers" and full day program on "Creating A+ Service" for Employee Professional Day.
Developed customized sales program, "Don't Just Tell, Sell!" Ongoing coaching with property managers.
Clear Lake Chamber of Commerce
Presented "The HOW Behind WOW!" to a membership meeting. Working with them as a facilitator on the 2012 Member's Campaign, "It's All About You."
Heights Chamber of Commerce
Presented a half day seminar on customer service and spoke to the general membership meeting on "Take This Job And Love It!"
Developed and presented a customized customer service program to employees.
Epstein, Becker Green Wickliff & Hall
Presented a customized program on "Client Service As A Business Development Tool."
National Management Association, USA Chapter
Presented "Take This Job And Love It!"
Developed a customized program for Administrative Professionals Day and also presented "Professionalism And Its Impact On Your Career" to the Management Orientation.
WHAM (West Houston Assistance Ministries)
Currently working with them on an ongoing customer service program for the thrift shop and doing ongoing coaching with managerial staff.
International Center for Entrepreneurial Development (ICED)
Developed a customized "Train-The-Trainer."
IFMA (International Facility Management Association-Houston Chapter)
Keynote presentation, "Can You Hear Me Now?-Listening to Learn."
Developed a customized teambuilding and customer service workshop for call center personnel.
Conducted a business etiquette workshop.
Houston Texans/Reliant Stadium
Conducted a customer service rally for the parking lot staff.
Rice University Facilities
Developed a customized customer service program.
National Association of Executive Secretaries and Administrative Assistants
Conducted full day program for the national association, "Survival Skills for the 21st Century."
Developed and conducted a customer service training program for their call center.
Association of Independent Consumer Credit Counseling Agencies
Presented keynote address on "Take This Job And Love It."
MD Anderson Cancer Center
Keynote presentation, "Take This Job And Love It!" at Development Office retreat.
Facilitation with employees to improve organizational efficiency.
Progressive Business Conferences
Conducted a teleseminar on "How To Diffuse Difficult, Demanding Customers."
Presented a customized teambuilding seminar for all support staff of the agency.
Conducted luncheon program, "Take This Job And Love It!" for support staff in Houston and Bartlesville, Oklahoma.
Memorial Hermann Federal Credit Union
Conducted facilitation and training session for annual retreat.
Conducted a customized seminar on "Business Etiquette And Professionalism."
Spring Branch Independent School District
Conducted a series of customized training programs on customer service, change and teambuilding.
Presented a customized customer service program and facilitation to employees of SMG at Reliant Center, Houston, Texas.
Better Business Bureau of Houston
Facilitated a strategic planning session.
Rice University IT Department
Presented a customized customer service training program.
Rice University Parking Department
Developed and presented a customized customer service program.
Fondern Library Rice University
Facilitated a customer service strategic planning retreat.
Nasa Vision Center
Consulting services to establish a customer feedback system and to improve customer service and competitiveness.
Conducted full day, customized customer service program, "Putting The POW In WOW Customer Service."
Conducted customized breakout session at management retreat, "Time Management Without Time."
Independent Insurance Agents of Texas
Presented keynote to the Customer Service Representative Appreciation Luncheon, "Take This Job And Love It!"
Conducted full day, customized teambuilding program, "Full Team Ahead!"
El Paso Energy
Conducted full day, customized workshops, "Professionalism And Its Impact On Your Career," "Communicating With Tact And Diplomacy," "Time Management Without Time," and "Full Team Ahead!"
Boise Office Solutions
Presented customized programs on "Celebrating Change" and "Take This Job And Love It-How To Keep Yourself Fired Up And Motivated About Your Job."
Presented a series of customized programs on "Working Effectively With The Multigenerational Workforce."
United Space Alliance
Presented customized full day workshop, "Full Team Ahead -- Safe Return To Flight" for administrative support staff in Florida and Houston.
The International Energy Credit Association
Presented "The Challenge Of Change" at their annual conference.
NASA Kennedy Space Center
Conducted a full day customized workshop, "Developing More Positive Working Relationships."
Federally Employed Women Space Coast Chapter
At their annual training seminar, presented the program, "Professionalism And Its Impact on Your Career."