Keynotes

Dazzling Patients

This captivating keynote speech enlists healthcare institutions to rate and compare their customer service, deal with patient complaints, and learn 10 practical ways to honor patients of the 21 st century. It addresses the issue of apologizing with regard to lowering and/or discouraging law suits. More importantly, James answers the question, “How did I convince 12 busy physicians to attend a 2-day seminar on this topic?”

Passing the Spark: Motivating Others

This speech details 5 practical ways to energize a team. Topics include turnover, LOA's, loyalty and “Pygmalion” belief in others.

Dazzling Service

This speech is a call to set new standards in service. This is an advanced interactive discussion. Topics include listening, serving, honoring and apologizing.

Life’s Three Burning Questions

My research has shown that every person asks themselves these same three questions at the end of their life. The secret to happiness and productivity is to begin answering them now. This presentation is both personal and powerful, and is among my most requested.

Loyalty

This keynote speech discusses the question, “What does it require to keep a customer loyal? A highlight of this experience is when the entire audience vows to never again utter the ultimate word of indifference, “whatever”.

Great-Full!

This speech presents a unique view of gratitude. When we begin looking for the positives, instead of the negatives, wonderful things happen. Morale increases, teamwork abounds, and retention strengthens.

The Top 10 Most Effective Customer Service Techniques

This is a two hour customer service session in which James shares his top 10 most effective customer service techniques gathered from 10 years of experience in the field. This speech also features his famous top 10 Phone Connectors.

Yield to New Ideas

This speech presents methods for employees and employers to find the positives with change. Whether it is a corporate merger, corporate restructuring, or downsizing; finding the positives in change will create an environment of growth and loyalty.