Lisa Ford, CSP, CPAE
Teaching Exceptional Customer Service
Lisa Ford has worked with hundreds of companies, helping them create a customer-focused culture. In the franchise world, success depends on consistently delivering a relevant and memorable experience. Lisa connects with and inspires franchisees to engage their team to deliver those valuable customer experiences. Her hands-on and actionable strategies can be implemented immediately for impactful change!
Lisa is the author of Exceptional Customer Service and specializes in customer experience, leadership, and engaged teams. She has 20 plus years of experience helping companies maintain loyal customers. She’s an incredible resource to renew your brand and build a thriving customer-focused culture. Audiences love her contagious energy, valuable content, real-world stories, and actionable strategies.
Service is Adding People to the Product
Lisa Ford has over 20 years of experience presenting to businesses, associations, and government. She designs content personalized for each audience and the challenges they face. Her presentations focus on customer service, leadership, teamwork, and change.
As the creator of “How to Give Exceptional Customer Service,” the #1 selling business video series in the U.S. for over 3 years, Lisa is best known for her work in the areas of customer service. Her other training videos and audio programs include “Developing a Customer Retention Program” and “Building a Customer Driven Organization: The Manager’s Role and Personal Power.” She has also customized numerous training videos for clients to use in their ongoing education efforts. Her most recent book is Exceptional Customer Service: Exceed Customer Expectations to Build Loyalty and Boost Profits.
Lisa’s experience includes working with Pfizer, Viacom, Edward Jones, CSX, Kaiser Permanente, Morton’s of Chicago, Citgo, American Gas Association, American Diabetes Association, American Veterinary Medical Association, among dozens of other corporate and association clients.
Lisa was inducted into the Speakers Hall of Fame by the National Speakers Association in 2002 and is one of only 140 speakers who have been given that honor over 30 years. She also serves as a Board Member of the College of Arts and Sciences at the University of Tennessee.
Partial Client List:
- Coldstone Creamery
- Edward Jones
- Motel 6
- Primrose Schools
Lisa recently presented to over 2,100 attendees at our franchisee convention. Lisa’s message on how we can delight our Fans and create an experience that deepens the relationship was tailored to our audience. The preparation that Lisa put into her talk was like no other keynote speaker that I have worked with. Lisa spent time with our franchisees, vendors and customers to truly connect to our brand. Our operators walked away with a greater understanding of how they can add people to the product to create a memorable customer experience.
Lisa was unanimously well received at our National Training events attended by 401 companies. The comments were all positive and many took time to personally express their positive impressions. I will add that Lisa 'practices what she preaches'. Her customer service as far as being personable and easy to deal with was beyond reproach. I would happily recommend her as a speaker. I know the companies took away many techniques to help improve their customer service, thereby increasing their business.
We have gotten tremendous feedback from your presentation. It was exactly what we needed. I think our attendees left the meeting with renewed enthusiasm for delivering on the customer experience with the pride and passion we need them to. No doubt, your words served to really inspire them--as they did me. And I can’t thank you enough for signing all 600 books!
It was such a pleasure meeting you and watching you in action. Lisa, I could have listened to you all day and then again Tuesday. You have such a fantastic way of sending out your message to the people. I can’t get enough of your energy not to mention your GREAT sense of humor! It really was such a pleasure to have you be a part of our conference! We are still receiving RAVE reviews! You are a wonderful woman Lisa and I really hope I have the opportunity to see you again.
Lisa was and is phenomenal! She captured the attention of a very diverse audience. All were engaged and responded to her presentation. When rounding in the hospital, all I hear is how awesome she was and how she touched people to look at their behaviors on service. She has a great sense of humor and her stories are wonderful and entertaining. We found her very responsive to the language and key messages we were trying to create in the forum, as take-home messages for our staff and MDs. I find Lisa exceptional to work with and have already recommended her to my peers in the organization. I am a true fan of Lisa Ford.
Your employees and their customer service skills may be the only thing that differentiates you from the competition. This seminar is for front-line employees who do the daily demanding job of serving more sophisticated and educated customers. The skills of employees must constantly be updated to meet customer’s expectations. Lisa delivers hands-on techniques that employees can use immediately. The content is combined with examples and humor so employees have a chance to laugh and learn. Audiences will learn – how to calm down an angry customer, listen to uncover customer’s needs, recover from a problem the organization created and win the customer back, handle conflicting needs of customers and keep enthusiasm and an attitude of “customers first” all day. This seminar is based on Lisa’s best-selling video series, “How to Give Exceptional Customer Service”.
The competition may be able to copy your products or services, but they cannot copy your team. This session will give you the strategies that will set your team apart from the rest. The ideas covered are: how leaders guide success; what the best organizations do; create trust to gain respect; develop operating agreements to ensure accountability, and get the team to make their own decisions. Lisa will also cover the characteristics of a successful team member and how to reward and recognize each team member to keep the motivation high and the team on track.
Customer retention must be a key strategy for your business. Keeping customers means increased profits. This session is about creating partnerships to get customers to love you and to continue to choose you. People will learn why retention is smart business by determining the cost of losing a customer and how to find out why customers leave or love you. Lisa will share strategies on how to build partnerships, create complaint handling systems so you can capture customer complaints, build recover skills, and how to use guarantees to add value. Other ideas include how to empower employees and align the entire organization to focus on retention. This session is packed with tools and examples of what companies are doing to keep their customers.
The best way to survive in today’s fast moving and changing workplace is to be better and smarter every day. You must examine what value you add to the organization and your team. This session covers how individuals must make a difference and increase their results daily. People will learn to understand and love change, take risks and action to make things happen. Lisa shares questions to identify what value you add and create an action plan to increase your value. You will also hear how to create your own luck and success and maintain an attitude of energy and enthusiasm. Today’s world is one where everyone must accept that we are all “self-employed”. Lisa will give people a chance to laugh and learn while accepting the new reality.
This is a presentation on why customer service alone will not lead to long-term survival. Everyone has read the books, many businesses have pledged fidelity to its customers but few have implemented actions that match their attitude. And most efforts are faint-hearted, gimmicky or off the mark. Today’s organization must focus on customer satisfaction and retention with renewed energy. This speech is a combination of content, examples, and motivation. The challenge is to get customers to love your products, services, and people. Lisa relates statistics, strategies, and stories so the audience leaves with skills and the desire to win and keep customers.
Face it–front-line customer service is a tough job. One of the biggest challenges is keeping your team inspired and motivated every day. Learn what works when it comes to inspiring exceptional service and creating loyal customers. This session will cover the environment you must create to encourage a strong, involved team, your role in modeling the right behavior and the strategies to maintain the right service attitude. Other hands-on information includes how to train a staff that’s emotionally equipped to handle front-line intensity, what to discuss at team meetings to keep the momentum, and managing today’s generation of team members.
Everyone is aware of the pressures of this fast-changing world. Some people are able to adapt a little faster and easier to this new environment. Learning the right strategies and attitudes can help the individual and organization embrace change successfully. This speech will help people understand their fears around change, why resistance exists and how to overcome it. The strategies covered are common sense ones that encourage people to take responsibility to make change work. This presentation will also discuss how to get staff to make needed changes. The goal is for the audience to understand that flexibility and adaptability are key success strategies for the future of their career and the organization.