Carmen Schwab has been in the “customer service” industry for over 30 years. Her start as a light bulb sales woman at the young age of ten, coupled with her time in the hospitality industry and sales career, have well equipped her in the area of customer service. She holds an Associate of Applied Science degree in Hotel, Motel, Restaurant Management and resides in Lincoln, NE with her husband Jeff and two sons: Jordan (15) and Christian (18.) In her spare time, which is not much with two active boys, she enjoys exercise, volunteering at church, school and in the community and spending time with friends and family.
Her passion and life goal is to inspire, motivate, educate, challenge and encourage others toward customer service excellence from the inside out! Internal customer service, employee to employee, is the springboard to a great and memorable external experience. She believes that in order to provide that WOW experience, the internal team must be without compromise in its efforts to live out a customer focused culture.
With competition at an all time high, customer loyalty at an all time low, and the almighty dollar more difficult to come by, it is without question the best time to focus on the customer service experience, and what you can do to differentiate yourself in the market place. She has had the privilege to facilitate numerous engagements for businesses, organizations and associations alike on this topic.
She is also the author of a monthly e-newsletter titled “Water Cooler Insights.” The monthly newsletter focuses on a key customer service principle and provides insights on how you can incorporate the principle into your customer experience and culture. Each edition concludes with a monthly challenge for the reader.
The water cooler, a time-honored totem pole of office communication, is a key prop and point of conversation throughout her speaking engagements. The water cooler is where you find out what is really going on in your organization: hot, cold or undistilled!
With a common sense style and plenty of humor, she will provide your staff with the tools and inspiration they need to succeed, making the time together interesting, fun, and easy to understand! Contact Carmen today for your next speaking and/or training engagement.