Speaking Topics

Description of Program: Customer experience (also known as CX) describes interactions between a customer and an organization throughout their business relationship. Many people think of customer service and customer experience as interchangeable, but one is a single touchpoint with a brand, while the other is the feelings and emotions that encompass the entire customer journey.

Customer experience is an integral part of Customer Relationship Management (CRM) because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer. Companies that focus on customer experience reduce churn and increase revenues which leads to higher profits!

  • How to determine true customer experience of your existing customers (Your Brand)
  • How to define your ideal customer experience and brand Image
  • How to develop a customer-centric company culture and get buy in from team members
  • Ways to recognize, reward, and engage your customers
  • Metrics you can implement to measure and improve customer experience
  • Process improvements and team training for a better experience and increased sales

Description of program: Without effective marketing and sales skills, your revenues are not likely to grow consistently or rapidly. Learn real sales and marketing techniques being used by service providers, TPAs, business owners and managers to sell more drug testing, increase overall sales and grow their business. Tom Fulmer will share successful techniques that have led to 7 figure growth in sales year over year. Combining effective marketing to help you reach more prospective clients with a properly trained customer service team leads to increased sales and business growth.

Working Remotely, whether from home or while traveling, has some great benefits but also some drawbacks. In this training, Tom Fulmer will share tools, tips, and resources to help you stay productive, creative, and engaged as well as meet or exceed expectations of your employer and your clients.

What you will learn:

  • How to set yourself up for success with your home office or remote work area
  • The Equipment and technology you must have for remote work
  • Techniques and tools to stay engaged with co-workers and clients
  • Software programs that will dramatically improve productivity and communication
  • How to oversee the work of others as needed
  • How to minimize distractions when working remotely
  • Bonus Resources Guide & Work from Home Checklist will be available to all attendees

Description of program: Training games can be used to train, engage, and motivate your staff, partners, and clients. This is a presentation that will illustrate a variety of training games that can be used in the office, with customers, or during presentations. Attendees will receive templates that can be used as is or customized for their own purposes. This is an interactive presentation that will engage the audience and let them see how effective training games can be while at the same time providing education on a variety of industry relevant topics.

Description of program: Doing what you have always done will at best get you what you have always gotten. This presentation is designed for those that understand the need to continually improve their business as well as the way they conduct business in order to thrive in today’s ever changing, competitive environment. Having the right systems and procedures in place for operations, marketing, sales and customer support is critical to the success of a business. This is a fun and engaging presentation that will provide the audience with knowledge, tools, and resources that they can apply immediately to start seeing results. There will also be some great bonus materials available to participants after the presentation to help implement information from the presentation.

Description of program: This presentation will focus on the challenges facing employers and employees as related to drugs and alcohol. Drug overdoses have surged past workplace violence, exposure to toxic chemicals and even traffic accidents as the fastest-growing cause of death on the job, according to a 2017 government report. Companies and organizations of all sizes have an important role promoting the health and safety of employees and managing risks in the workplace. Employers who have strong workplace policies, education, health benefit programs and well-trained managers create safe and healthy environments in which both employees and business thrive.

Description of Program: Encountering obstacles in business is one thing we all have in common. The thing that will set you apart is how you deal with those obstacles. While some people allow obstacles to derail or overwhelm them, others take proactive steps to meet and overcome those obstacles to maximize their opportunities to succeed.

This webinar will address how to overcome challenges that can steal your focus, sap your mental energy and thwart accomplishment of your business goals. Here are some of the challenges that will be addressed:
Challenge #1: Not having the money to make the changes that you want to make or implement the strategies necessary for success.
Challenge #2: Not having the time to make the changes that you want 
Challenge #3: Lack of engagement or commitment 
Challenge #4: Setting your company apart (positively) from the competition
Challenge #5: Lack of a clear plan or direction for the company