Peggy Morrow
CSP
TX, USFor over 27 years Peggy has been in demand as one of the top customer service, teambuilding and communication skills consultants and workshop leaders. She has developed comprehensive customer service and team building programs for a variety of clients both large and small. Author of four books and other learning tools on customer service, customer loyalty, teams and communications skills, Peggy also writes a bi-monthly column for the Better Business Bureau of Houston and has been named a "content expert" for Inc.com. Peggy will develop and design an approach tailored to your organization or association. Her presentations to conferences bring real world "how to" information blended with fun and audience interaction.
Peggy is especially known for her interpersonal and communication skills training which can help your team improve their internal and external customer service, telephone and listening skills, change management and working effectively with Generation X and Y. She is also an experienced facilitator who can work with you on team building retreats, change initiatives and strategic planning.
Peggy's clients include financial institutions, corporations, sports teams, healthcare, hospitality and academic institutions including ExxonMobil, IKEA, Rice University, Texas Medical Center, The Hartford, JPMorgan Chase, El Paso Energy, Houston Texans, Houston Astros, Houston Rockets, Sterling McCall Toyota, NASA, Marriott, and numerous associations.
MOST REQUESTED TOPICS:
The HOW Behind WOW!
What It Takes To Provide Exceptional Customer Service
Based on Peggy's new book, Customer Service: How To Do It Right!, this session shares a step-by-step, do it yourself strategy to keep customers loyal, attract new ones and increase your profits. Learn the recipe for a reliable system to help you create a lasting service culture.
From Bebop to Hip Hop
Working Effectively with the Generations
For the first time ever, there are four generations in the workplace. And surprise! They don't always get along or work together effectively. Each brings their own set of expectations and values and often blames other generations for workplace problems and issues. In an extremely interactive session, learn the characteristics of each generation, their values and how you can manage and work effectively with each.
I Love Complaining Customers!
Anybody can deal with a reasonable customer, but it takes a pro to appreciate and handle the unruly person. Learn why complaining customers are a gold mine of information and how to make every complaint a chance to develop more business from that unhappy customer and to improve your service.
The Challenge of Change
Developing a Mindset for Change
The whirlwind of change is not going to go away; experts predict that it will just accelerate. The ability to deal with and manage rapid, incessant change is a key skill needed to move successfully through the 21st century. Learn how to use the skills of flexibility and attitude to develop a mindset for change.
Full Team Ahead
What It Takes For Teams To Really Work
Based on Peggy's extensive work with teams, this session shares ideas on how to make your teams work better. Learn the eight components that are needed for any team to be successful, how to deal with non-performing team members and assessment tools to help you give your organization a team checkup.
For over 27 years Peggy has been in demand as one of the top customer service, teambuilding and communication skills consultants and workshop leaders. She has developed comprehensive customer service and team building programs for a variety of clients both large and small. Author of four books and other learning tools on customer service, customer loyalty, teams and communications skills, Peggy also writes a bi-monthly column for the Better Business Bureau of Houston and has been named a "content expert" for Inc.com. Peggy will develop and design an approach tailored to your organization or association. Her presentations to conferences bring real world "how to" information blended with fun and audience interaction.
Peggy is especially known for her interpersonal and communication skills training which can help your team improve their internal and external customer service, telephone and listening skills, change management and working effectively with Generation X and Y. She is also an experienced facilitator who can work with you on team building retreats, change initiatives and strategic planning.
Peggy's clients include financial institutions, corporations, sports teams, healthcare, hospitality and academic institutions including ExxonMobil, IKEA, Rice University, Texas Medical Center, The Hartford, JPMorgan Chase, El Paso Energy, Houston Texans, Houston Astros, Houston Rockets, Sterling McCall Toyota, NASA, Marriott, and numerous associations.
MOST REQUESTED TOPICS:
The HOW Behind WOW!
What It Takes To Provide Exceptional Customer Service
Based on Peggy's new book, Customer Service: How To Do It Right!, this session shares a step-by-step, do it yourself strategy to keep customers loyal, attract new ones and increase your profits. Learn the recipe for a reliable system to help you create a lasting service culture.
From Bebop to Hip Hop
Working Effectively with the Generations
For the first time ever, there are four generations in the workplace. And surprise! They don't always get along or work together effectively. Each brings their own set of expectations and values and often blames other generations for workplace problems and issues. In an extremely interactive session, learn the characteristics of each generation, their values and how you can manage and work effectively with each.
I Love Complaining Customers!
Anybody can deal with a reasonable customer, but it takes a pro to appreciate and handle the unruly person. Learn why complaining customers are a gold mine of information and how to make every complaint a chance to develop more business from that unhappy customer and to improve your service.
The Challenge of Change
Developing a Mindset for Change
The whirlwind of change is not going to go away; experts predict that it will just accelerate. The ability to deal with and manage rapid, incessant change is a key skill needed to move successfully through the 21st century. Learn how to use the skills of flexibility and attitude to develop a mindset for change.
Full Team Ahead
What It Takes For Teams To Really Work
Based on Peggy's extensive work with teams, this session shares ideas on how to make your teams work better. Learn the eight components that are needed for any team to be successful, how to deal with non-performing team members and assessment tools to help you give your organization a team checkup.
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