Nancy Vogl Speakers Bureau

Ruby Newell-Legner

February 9, 2014
Ruby Newell-Legner

Ruby Newell-Legner

Expertise:   Customer Service, Guest Relations, Service Culture, Employee Engagement

Speaking Style:  Compelling. Real. Witty.

Travels From:  Denver, Colorado

Nancy Says:  “Ruby is a talented speaker and consultant, jetting around the planet providing organizations with 7 Star Service solutions to amplify their brand and bottom-line. In her specialized market, no one does it better!”

Turning Every Customer into a Raving  Ran Through 7 Star Service

Ruby Newell-Legner’s 7 Star Service is in a class all by itself. No other speaker can boast experience working with 25 professional sports teams from the NFL, NHL, NBA, CFL and MLB. Ruby has consulted with and designed customized programs for more than 60 sports and entertainment venues and presented more than 2200 programs in 22 countries. From the only 7 Star Hotel in the world to NASCAR, from Denver to Dubai, Ruby brings unprecedented expertise and insight on how to create a service culture that motivates employees and promotes customer loyalty and retention.

Ruby helps you build your customer-centric culture from the front-line employees to customers, between coworkers and their peers, and from managers to the employees they supervise. She trained guest relations staff to enhance the visitor experience for venues hosting the 2012 Republican National Convention, Super Bowl XLI, the 2006 Grey Cup, the 2008 US Open (tennis) and the 2010 Olympics.

Learn more about Ruby Newell-Legner...

Ruby Newell-Legner, CSP, founded RubySpeaks, Inc. in 1994 with a singular mission: To provide the hands-on training employees need to create a more productive work environment where everyone can excel on the job. Over the last decade, she has presented more than 1800 programs in nine countries and has shown tens of thousands of participants how to quickly improve workplace performance.

A nationally recognized training expert in the Leisure and Hospitality Industry, Ruby is also a facilitator with a proven ability to create environments where groups can brainstorm effectively, share perspectives and come to consensus-while enjoying the process.

Ruby helps organizations like yours build strong teams between front line staff and management, and make exceptional customer service a way of life. Your staff will treat your customers like management treats their employees. That is why a positive reflection on leadership is essential for success.

Ruby’s high-impact trainings are based on 25 years as a front-line service provider and manager in parks and recreation; she has been presenting training programs in that area for the last 13 years. With “in the trenches” practical know-how, Ruby has an uncommon level of experience that gives immediate credibility with conference attendees and allows her to offer suggestions and recommendations based on actual hands-on experience. Her clients range from NFL stadium management staff to leaders in municipal government to Jumeirah International, the Dubai, United Arab Emirates, based luxury hospitality group that has the only seven-star hotel in the world, the Burj Al Arab.

Ruby has worked together to build workplace learning programs for some of the largest, most recognized organizations in the country. Her track record in satisfying clients is identified by the number of clients who have hired Ruby again and again to provide training for their group. With expertise in the areas of leadership, communication, management, internal and external customer service, Ruby provides new perspectives and fresh ideas that enhance ongoing initiatives within your organization to create both immediate and lasting results.

 

Presentation Topics

7 Star Customer Service 

Turn Every Customer Into a Fan

This program offers the BIG Picture of Creating a 7 Star Workplace

In a world where competition for the buyer’s dollar is tighter than ever, the deciding factor between your company and another is often the experience a customer has during each touch point with your staff.

Ruby’s proprietary 7 step process to promote 7 Star Service provides a roadmap for positive interactions with customers every step of the way through your Cycles of Service™.  Leadership personnel and front line staff will all benefit from Ruby’s guidance.

How would your customers rate their experience with your staff? Would they give it a 7 Star Rating? Would they spend their hard earned money to invest in a vehicle with you?

If you’re ready to turn every customer into a fan and keep them coming back for more, Ruby can take you there! Ruby has the tools and experience to elevate your service delivery and motivate your staff to increase their customer satisfaction and their sales.

In this session, participants will:

  • Explore customer service concepts and techniques for managing front-line service providers all the way up to the top leaders of the organization
  • Outline the cycle of service for your organization so that you can develop standards for each step in the cycle
  • Clarify expectations that must occur in a timely manner to deliver excellent service.
  • Identify communication techniques that create seamless service systems
  • Develop strategies to promote positive interactions among the employees to promote, produce and delivering exceptional service
  • Discover employee interactions that are critical to service excellence and then design agency-wide practices to support them

Talent Management 

How to Attract, Hire, Reward, Motivate, and Train the Very Best People

Studies have proven that happy employees are more productive and will positively affect the bottom line of your business. Each of your staff members comprise your “human capital” and represent your agency in every program, class, and contact with your users. How can you enhance your onboarding process, your employee engagement and your staff development program to encourage positive, professional representation?

In this workshop, Ruby will walk you through case studies of how others have succeeded at this monumental task. Examine in depth each stage in the talent management life cycle from employee acquisition to retirement.

Session Learning Objectives – participants will:

  • Identify key elements of onboarding – the hiring and orientation process
  • Explore success strategies of employee engagement –what does it take to keep them happy and productive?
  • Delineate characteristics of a synergist employee development prograM
  • Discuss reward and recognition programs that motivate your staff

Succession Planning 

Developing Tomorrow’s Leaders Today

One of the biggest challenges any organization faces is preparing for the future by identifying the leaders of tomorrow. Succession planning ensures that there are highly qualified people in all positions, not just today, but next year, and five years from now. Global talent shortages and shifting workforce demographics are forcing us to face this reality. Fifty-three percent of companies are facing significant talent shortages today and this percentage will grow as baby boomers start retiring. In fact, the U.S. Bureau of Labor Statistics estimates a shortage of 10 million workers by 2010. Will you be ready?

Session Learning Objectives – participants will:

  • List strategies for identifying key positions for succession planning
  • Identify key developmental activities including mentoring, coaching, job rotation, and traditional educational programs
  • Outline key guidelines for meaningful appraisals and formalized feedback processes to close the gaps between the skills these managers possess today and the skills they will need tomorrow

Secrets to Keeping Our Customers Happy! 


Ruby’s most popular program for staff training

Success in business and customer service go hand in hand. It’s no secret why certain businesses keep their customers happy. They win their customers’ trust and loyalty by developing long-term, satisfying relationships. This training program will help you develop skills to consistently promote and deliver positive service with every customer encounter.

This program is very interactive. It includes brainstorming, checklists, small group discussions and activities that will improve both internal and external customer relationships.

What you will learn in this program:

  • Respect what customers want and understand why customers complain
  • Improve customer loyalty and retention
  • Use listening as a skill to enhance relationships
  • Use telephone skills to enhance perceptions
  • Handle concerns with diplomacy and tact
  • Use the S-O-F-T-E-N Technique to win over angry customers
  • Choose your words carefully to leave a positive, professional impression

These are additional modules on the following topics that can be added to the program above or combined in a customized session:

  • 13 Tips to Enhance Your Approachability
  • Telephone Techniques that Support Positive Customer Service
  • Customer Loyalty and Retention
  • Rule Enforcement Etiquette
  • How to Give Directions in a Professional mManner
  • Professional Image and Body Language
  • How to Calm Upset Customers
  • Choosing the Right Mindset When Working with Challenging Customers
  • Developing your Cultural Awareness to Enhance Service Delivery
  • Steps to Promote Positive Service Recovery
  • Making a Positive Impression from the Friendly Greeting to the Fond Farewell