Ray Miller
Free
Customer Focus, Service Excellence Expert
Ray Miller Quick Facts
- Main Areas
- Customer Focus, Service Excellence, Customer-Focused Leadership
- Best Sellers
- That's Customer Focus!
- Career Focus
- Author, Speaker, Trainer and Business Owner
- Affiliation
- The Training Bank, Cantrain Online, Customer Service Institute of America
Ray Miller is an authority on creating organizations that are truly customer-focused. Over the past 20 years, Ray has helped hundreds of organizations sharpen their customer focus. In his past experience Ray has headed the Sales and Service training group for one of Canada’s largest Banks, been training practice leader for the consulting firm Stevenson Kellogg and worked with clients, spanning most industry sectors.
Through his six unique training programs; Customer-Focused Leadership, Customer Focus for the Back Office, Customer Focus for the Frontline, Customer-Focused Communication, Maximizing the Customer Experience Online Certification Training Program and The Wow Factor, and his books; That's Customer Focus, The Customer Focus Companion, Management Training: By the Book and Management Training: By the Book 2, his clients have learned how to add value to the customer experience, deliver exceptional service, strengthen internal service, create customer loyalty and build sustainable long-te loyalty-based revenue.
Ray is the Managing Partner of The Training Bank, a full service training and development firm, Headquartered in Toronto, Ontario, Canada. Operating since 1986, The Training Bank provides both generic and fully customized training solutions in traditional classroom, web-based and blended formats. Its online learning systems and fully customizable classroom-based programs in customer focus, service excellence, leadership, relationship selling and coaching are available in many international markets.
Ray is a gifted facilitator and speaker. He has been described as knowledgeable, humerous and motivational. Drawing from his extensive experience, he focuses the delivery of training on the practical rather than theoretical.
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Ray Miller Books
Articles by this expert
SelfGrowth articles and saved writing connected to this expert.
Article
Customer Focus in a Slow Economy
I wanted to call this article “Sharpen Your Customer Focus or You Will Lose Customers!” but a few of my colleagues thought this was a bit too blunt. Absolutely true mind you, but blunt. Then I thought why not make the headline a question; “How Many Customers Are You Willing To Lose Today ...
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Article
Why Customer Focus Differentiates
Has this ever happened to you? You're in a hurry. You want to complete your business and the person serving you is preoccupied with something other than serving you. Then when you are served, you might get an insincere apology for the delay followed by the completion of your transaction. If ...
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Article
Leadership and Keeping Your Customers
Jeff was desperately trying to fix it this time. He knew the risks were incredibly high. If he didn’t handle this situation correctly it would mean the loss of one of his most valuable clients. He knew that he had to resolve this issue once and for all. The problem had happened before and this was his last chance to get it right. Let me back up a little. Jeff is a Client Service Representative for a large financial institution. He’s been in this role for almost three years and has a reputation with his clients for being the go-to-guy when there is a problem.
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Why Customer Focus Training is a Strategic Investment and NOT an Expense
It’s time to set the record straight. Customer Focus Training is NOT an Expense. It is a strategic investment and here’s the proof. Look, I know you have a lot to think about these days. I run a business as well. The pressures of managing your bottom line, worries about the impact of a global pandemic, rising benefits and health care costs (for some of you), and a seemingly never ending list of problems weigh heavily. I’m sure that for some of you there are some days you would like to lock your door, turn off your telephone and just get away from it all.
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Article
Getting Service Training to Stick
In the 20 years that I have been conducting service excellence training for thousands of participants, there is one thing that has remained constant. At the beginning of most sessions I ask the participants to introduce themselves and tell me why they are taking time from their busy lives to attend the training. Eighty percent of the time I get one answer, “I got and email that told be to be here!” This is followed closely by, “I just wanted a couple days away from my desk.”
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Article
Customer Service versus Customer Focus Training
When most people think of customer service training, they usually target the training needs of their customer-contact employees. After all these are the people who are interacting directly with customers. Makes sense right? They invest time and money developing the capabilities of these folks in the hope that they will apply what they learn so that they improve the way in which they treat customers.
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Article
The Consequences of Poor Service
Economists are talking about a new economy which has evolved as a result of the financial turmoil of the past couple of years. Evidence of this new economy may not be blatantly obvious to everyone, but things are different and you can see signs of this if you look carefully.
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Favorite Quotes & Thoughts from Ray Miller
Customer Service is much more than simply a series of tasks designed to impact the customer experience leading to satisfaction. In fact, simply satisfying a customer is not enough.
Customer Service starts with the belief that no one is more important than the customer. It requires that every action taken by people within your organization are designed to ensure that the experience every customer has, with every aspect of your organization, is better than what they (the customer) would experience with your competition.
The only way you can differentiate your business in today's highly competitive marketplace is by ensuring that your customers experience a level of service that they percieve as better than they would get elsewhere.
In a slow economy even your loyal customers may look elsewhere if they believe you do not value their business.
While most senior executives think the service their organization provides is good, research suggests that their customers do not agree. Customer expectations are a moving target. If you don't continually listen to the voice of your customers and you assume everything is fine, by the time you find out that your customers are not happy, it will be too late. Your customers will have already moved on. In today's economy we can not afford to lose any customers.
When it comes to service, most customers do not complain. They don't think it will do any good so, why bother. Whether you are getting customer complaints or not, given this fact, how many customers have you lost today?
Contacting Ray Miller
You can email Ray at the following email address: ray@thatscustomerfocus.com
or you can reach us by telephone at 416-698-8230
How to get started
You can find out more about Ray Miller and our customer focus books and training programs by visiting our website at www.thatscustomerfocus.com
To find our more about our other terrific selection of training programs, professional development books, and online courses please visit www.thetrainingbank.com
Other highlights
For detailed course descriptions of our five terrific in house workshops;
Customer-Focused Leadership
Customer Focus for the Frontline
Customer Focus for the Back Office
Customer Focused Communication
The Wow Factor
Maximizing the CustomerExperience Online Certification Training
please visit our website www.thatscustomerfocus.com and click on the workshops link.