Customer Service Resources

Our past Customer Service Event speakers have included:

Nancy Friedman, Telephone Doctor - Friedman's program has entertained audiences on Oprah, CNN and the Today Show about the core principles of customer service and communication. During her October 2003 visit to the Richmond Region, she provided techniques for enhancing service and improving business-client relationships for everyone from corporations and civic organizations to individual clients.

Robert Spector, The Nordstrom Way - Renowned author and speaker on customer service, Spector shared his insights as the only author ever given complete access to the inner workings of Nordstrom's customer service program. The October 2004 event highlighted the eight key principles of Nordstom's success and encouraged participants to adapt the principles to their own businesses. Read a complete summary of the program (PDF, 124k)

Mandy Holloway, Ritz-Carlton Legendary Service Training Program - The Ritz-Carlton's corporate director of training and organizational effectiveness delivered a dynamic session about the hotel chain's philosophy and core values and how they translate into exceptionally high levels of customer satisfaction and loyalty during this October 2005 event. Holloway focused on how empowerment leads to customer loyalty and how consistency leads to world-famous customer service. Read a complete summary of the program (PDF, 1.4mb).