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Speaking Overview
In the past event planners may have had to settle for either a
professional speaker or an expert in the field of customer service.
That is just not the case any more. With more than 25 years of
customer service experience, Bob Furniss knows that relating experiences
is simply not enough. The information has to be presented in a
way that challenges the audience to want to accomplish more -
to reach for the next level.
Success strategies for you
and your staff:
Leadership
- Learn how to create a culture where employees feel valued.
- Discover how to "Lead With Your Heart"
- Utilize Bob's five steps to achieve relational leadership
with your managers.
- Discover strategies for changing the focus from managing
to leading.
- Utilize the power of connectivity with employees
and customers.
- Give your company an extreme makeover in the areas of
front-line leadership.
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Customer Service
- Learn how to identify customer experience gaps and what
to do about them
- Discover how to track customer pain-points and their
root causes
- Learn how a strategy roadmap can set the stage for positive
change in your organization.
- Utilize "process maps" to improve service
at every level.
- Spotlight employees who make a difference within your
organization.
- Benchmark against the best in your industry.
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Bob has the uncanny ability to connect with people at every level
of the organization - to make complex ideas simple and memorable.
His sense of humor, extensive experience and real-life stories
make him one of the most inspiring speakers you will ever meet.
Having consulted with some of the top organization in America
- FedEx, Corporate Express, Delta Airlines and De Paul University;
he understands how to make people more productive - through better
leadership, improved processes and strategic change. He understands
the importance of results and can coach your organization in the
successful pursuit of its objectives.
Whether you are planning a quarterly employee rally, a user's
conference, a trade show or a weekend management retreat, Bob
can help you educate and motivate your group.
Click here
to read what people are saying about Bob!
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As founder and President of Touchpoint Associates,
Inc., Bob Furniss has more than 25 years of experience in
the customer service field - assisting organizations to increase
productivity and profits by bringing out the best in their
people. He has shared his experience in the areas of leadership
and service with some of the top companies in America - companies
like FedEx, Corporate Express, DePaul University, Delta Airlines,
Hanley Wood and more. |
Bob just released two new books - "Ideas At Work,"
co-authored with partner Scott O. Thomas, which provides a unique
gathering of smart ideas that will dramatically improve the customer
experience. He also recently released a new book with Stephen
Covey - "Mission Possible" - a collection of interviews
with men and women whose passion and determination have helped
them reach the top.
Bob is a member of the National Speaker Association (NSA) and
has been a featured speaker and keynote at many industry conferences,
including ICCM, ACCE, SSPA, CRM Solutions and TopRep. He has also
been published in many industry publications including 1to1 Magazine,
Customer Interaction Solutions Magazine, Contact Center World,
CRM Magazine, and SSPA News.
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