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Interview with Louis Heckler

Louis Heckler is a popular speaker on customer service. Here he answers questions on engagement and effective customer service. Read on below.

What is the message you hope people take away from your presentations?

I want people to come away from my presentations with a feeling of hope.  The ideas I share aren’t always easy, but they are simple…aimed at doing an excellent job every day and feeling good about oneself.


What is the feeling you would like people to take away?

I think the answer above deals with both the message and the feeling.


How do you prepare for speaking engagements?

I prepare for each engagement very carefully, taking into account the makeup of the audience, the time of day the presentation is scheduled, and the information I have gathered from my clients.  I tailor every talk to each individual situation and often spend weeks in careful research to insure the best performance I can give.


What do you gain personally from being a public speaker?

What do I gain?  The satisfaction of using my talents to their fullest and (I always hope) the knowledge that I might make a difference in someone’s life.


How much does humor factor into your keynotes and other speaking engagements?

All of my presentations contain original, clean humor.  I don’t tell jokes…simply recount stories that strike me as funny and that make a key point in the process.


How is engagement important in the world of business?

Engagement is so key in business today.  One study I read said (at least in the U.S.) that 25% of today’s adults really have no one in whom they can confide.  If we can encourage managers and supervisors to be more engaged with their people, productivity will surely go up and people will have a much greater feeling of well-being.


How are your keynote presentations unique?

How are my presentations unique?  They are all created from my experiences and my life and, therefore, possess my way of viewing personal effectiveness.  During my career in American television, I interviewed over 2,000 people about ways they worked and lived and that gives me an unusually broad insight into the human condition.  Also, I have traveled more than three million miles over the last 30-plus years and have gathered ideas from across the globe.


Do you have any unique memorable moments in your speaking career?

In all honesty, all my engagements are memorable for me.  I devote so much energy to each presentation and find something wonderful in each one of them.  Two years ago I was honored to speak at Human Resource conferences in both Singapore and Kuala Lumpur and found that to be a great honor.  In 2009 I received the Cavett…the highest individual honor for service given by the National Speakers Association.  That was very gratifying as well.


What are the three most important things to remember when striving for excellent customer service?

The three most important things to remember when striving for excellent customer service in my view are:  getting even the smallest details right…giving the customer the most timely responsiveness possible…and making sure internal staff people are treated the way we want our customers treated.

Click here to see Louis Heckler’s profile

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