THE SERVE METHOD™

Creating Success with Extraordinary Customer Service

Who needs to learn more about improving their customer service skills? Everyone! With the practiced eye of a professional humorous speaker, Charles Marshall examines common business blunders and questionable customer-service practices that prevent companies from growing. In an often hilarious but always insightful examination of businesses of all sizes, Charles takes a look at what makes good customer service work, and what makes bad customer service disastrous.

Good customer service never happens accidentally. It is imperative to create a corporate culture that is serious about putting the customer first. Delivering the goods and creating brand loyalty is a priority. Dare to dazzle your customers by engaging the “The Wow Factor!”

Participants of The SERVE Method presentation will learn about:

• The definition of internal and external customers. The people on your team are your customers, too!
• Good customer service versus great customer service
• The importance of good communication within a team
• Problem-solving in stressful circumstances with internal and external customers
• Customer service faux pas

 

Attendees will also learn the meaning of the SERVE acrostic, which is:

• Surprise your customers and team members with excellence
• Evaluate needs
• Respond to the input you receive
• Validate other’s experience with you
• Exceed expectations

 

THE SEVEN POWERS OF SUCCESS™

How to harness, develop, and apply your Seven Powers to enrich every area of your life 

Adopting a healthy success philosophy will help your organization negotiate change, growing pains, and stress.  In this hilarious and fun-packed presentation, Charles shows how implementation of The Seven Powersof SuccessTM can create success in the life of any individual or organization. Through the use of humor and real-life examples, Charles relates inspirational stories of everyday underdogs who have used The Seven Powers of SuccessTM to overcome obstacles and achieve success. 

Participants will learn:

• The Power of Choice-Owning every choice you make
• The Power of Vision-Exploring and pursuing your vision
• The Power of Mind-Actively programming your mind to overcome obstacles
• The Power of Action-Learning to take action, initiate, and engage
• The Power of Failure-Adopting the right mental posture and perspective when one encounters failure
• The Power of Character-Paying attention and placing a priority on one’s character
• The Power of Belief-Investing your belief in yourself, your community, and your world

 

REAL HEROES DON’T WEAR SPANDEX™

How to positively impact the lives of others without wearing a costume
 
In real life, heroes aren’t rock stars, movie stars, or sports figures.  Real-life heroes are people who make a difference by believing in, and investing in, the lives of those around them.  In this thoroughly inspiring and uplifting program, Charles publicly honors people in your group for their contributions and recognizes them as examples of what real heroes are. Learn how to engage the Power of Belief to revolutionize your organization!

 

Participants of the Real Heroes Don’t Wear Spandex presentation will learn:

• What they do matters, especially when they show up with a hero attitude
• Every hero owns their choices in response to change and challenge
• Real heroes actively program themselves to become problem solvers
• Heroes are the first to initiate, engage, and leap into action
• By investing in other people, they are changing people’s lives

 

Recommended for:

• Educators
• Non-profit organizations
• Associations
• Fraternal organizations
• Government
• Health care

 

IF YOU’RE GOING TO LEAD, YOU NEED TO COACH™

Strengthening Your Influence, Effectiveness, and Impact as a Leader

Your team’s success depends on the skills of its leaders! In this upbeat, interactive, and substantive program, Charles tells stories from his own leadership journey, and relates the hard fought and hard won lessons he’s learned along the way. Leaders aren’t born, they’re developed, so if you’re ready to see your team improve, it’s time to take a look at what makes a great leader great, and what makes a poor leader fail.

 

Participants of the If You’re Going to Lead, You Need to COACH presentation will learn:

• The definition of a real leader
• How to raise the performance of one’s team
• Practical tips to improve team morale
• How the behavior of the team leader affects the rest of the team
• A leader sets the standard of the organization and cannot afford to blame, gossip, or complain
• Leadership faux pas