JJ Lauderbaugh, CPCM, is an International speaker, trainer and certified consultant to management from Los Gatos, California. The programs and seminars offered by her organization focus on the management of customer relations which include empowerment, coaching, teamwork, telecommunication for inbound and outbound call centers, telemarketing, cross-selling and up-selling, verbal and non-verbal communication, front line customer care, corporate image and projecting professionalism through the service culture.

She evaluates the environment of groups by conducting one-on-one confidential interviews, monitoring their call center and benchmarking them against the best across the country. A verbal debriefing of her findings is given to management and she customizes her programs with the information gleaned from the evaluation. She also does manager and executive coaching.

She brings to her high impact, high energy keynotes, seminars and consulting more than 25 years of experience. She has counseled thousands of professionals on how to be and look competent, inspire confidence in their employees and overcome internal roadblocks.

Audiences consistently rate her excellent and "best speaker" because of her warm, intelligent style that combines personal experience with proven techniques. She has been the top rated speaker at many conferences.

She was the founder and owner of a personal development school in San Jose, California. She has also served as advertising consultant, sales manager, customer service director and director of operations for several firms.

Her strong service background combined with sales and soft skill development makes her different from others in the way she uses the service mindset to educate, motivate and inspire bottom line results.

JJ Lauderbaugh is in the Directory of Personal Image Consultants and is an active member of the National Speakers Association as well as the National Bureau of Certified Consultants.

â–ºCollege of Customer Care

(for staff interfacing with customers)

Develop customer awareness, learn professionalism and pride, develop winning attitudes, complaint handling, words and phrases to use and avoid to defuse angry customers, improve communication skills, team spirit, individually give value added (more than is expected) to each customer to retain them.

â–ºSkill Building for Help Desk and Service Professionals

Learn powerful motivation tools, positive attitudes, listening and communication skills, no-fail steps of support call, defusing angry customers, team mind set, cooperation and goals. This will inspire reps to excel, to give service excellence in support challenges, and enhance department and company images

â–ºEmpowering Your Front Line: How to Manage Customer Relations

Learn keys to creating a service culture where front line staff enjoy taking responsibility for customer's experience. Learn what to do and what to avoid to increase employee and customer retention and attraction. Create the powerful sales-through-service competitive edge through your front line.

â–ºOutbound Calling : Tools to Knock Your Customers' Socks Off

Learn powerful and proven ways to help staff take total responsibility for customer's experiences, and continue to please customers for additional business in inbound and outbound call centers. Inspire reps to excel, learn what top-producing inside sales and service reps know and do to consistently succeed when adding outbound calling to their daily routine.

â–ºWinning With Teamwork

How to lead your team to establish new attitudes, learn what inspired team leaders possess, set realistic goals, develop trust, problem solve, praise, learn words and phrases to avoid and others to use instead, predetermine team success, create win-win for internal and external customers alike.

â–ºImproving Call Center Service With Employee Empowerment

Learn quality monitoring and feedback to staff, create higher standards, increase use of customer feedback, introduce new training techniques, steps, stages and strategies for service and sales, change hiring philosophy, obtain upper management's support, motivate staff to higher productivity and profits.

Business, Teamwork & Teambuilding, Empowerment, Customer Service, Personal Growth