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Speakers: Petra Marquart


Petra Marquart

"Petra is a dynamite speaker. She is able to create electricity in the room!"

~David R. Wilson, Area HR Manager, Asia Pacific, 3M Company

Travels from Minnesota.

Power Of Service

Petra Marquart

Keynote Speaker and Author

Customer Service | Service Leadership | Self-Esteem | Culture | Change

www.petramarquart.com

Petra Marquart is an inspirational speaker who has received rave reviews at international conferences, conventions and meetings around the globe.

She is principal in the global speaking and training firm, Petra Marquart and Associates. She has a degree in Communications, is listed in Who’s Who of American Women and the author of the best seller, The Power of Service: Keeping Customers for Life.

In addition, she has written customer service training programs for Mall of America, US Bank, US Department of Veterans Affairs, Honeywell Space Systems, Fairview University Health System, Casinos America, Target Center Arena, US Department of Homeland Security, Canadian Rail System/Soo Line Railroad, Metro Dentalcare, Minnesota Department of Administration, and Wisconsin Child Protection Services.

Whether speaking on customer service, leadership, personal power or performance, Petra’s skilled stage presence comes, in part, from performing in Las Vegas with such stars as Elvis Presley, Tina Turner and many of most recognized names in the world.

Petra Marquart, Professional Speaker from Petra Marquart and Associates.


All topics customized to fit your specific organization’s needs and goals

The Power of Service

What is service? How do we bring service to life? What do customers expect? What are the behaviors essential to great service? How does service impact the bottom line? This is our most popular presentation as it answers these questions with humor and passion. It addresses service from all angles: structural, interpersonal, systemic, operational and individual. It has received rave reviews from San Francisco to Munich!

The 7 Deadly Sins of Service

There is no excuse to anger or upset customers – even when the answer is “no!”
Word of mouth makes or breaks your business. What are your customers saying? Are they making or breaking you? Is poor service the result of employees not knowing what to do? Hardly. It’s the result of poor habits, indifference and apathy which destroys the customer’s experience every time. This presentation identifies the
service sins that get in the way and offers daily performance alternatives.

Leading a Service Organization, Department or Team

How do you create a service-based team, work group, department or organization? You hire it, train it, guide it, reward it and model it. This presentation has been designed specifically for people who are responsible for the organization’s outcomes or performance environment. It provides clear instruction as to how to create a setting in which people thrive and where productivity, creativity and passion abound.

Petra speakingCreating a Positive and Productive Work Culture

Culture is hard to define. But there is no doubt that every organization – no matter how large or small - has its own unique environment which either enhances or impedes its ability to serve. Culture establishes the norms, traditions, values and beliefs that govern day-to-day life. This presentation will help leaders define their role in creating a service-focused culture and offer ideas about how to create a place where people love to work.

Maintaining Quality Service through Change

The only thing that remains certain is change, which creates tension and anxiety for many people. Whether imposed or chosen, change is a challenge that often engenders fear and concern. And yet change is what keeps us from being stagnant. Change is not optional and the ability to adapt to it and move on is at the core of successful organizations. Those resistant to change will die on the vine. The key is maintaining a quality experience for customers even when your world is upside down.

The Champion Within – The Impact of Self-esteem on Service

If the tank is empty, the car won’t run. And if self-esteem is low or empty, performance, innovation, risk-taking and dealing with conflict won’t work either. To achieve high performance and engagement, each person’s sense of self must be intact. When it’s not, blaming, denying, barely functioning and anger undermine day-to-day performance. This presentation clarifies the role of self-esteem in productivity and service and defines each person’s responsibility in maintaining one another’s sense of self – including difficult customers.

 


Some of Petra’s clients include:

  • Alcon Laboratories
  • American Express/New York
  • American Dental Association
  • Idaho Department of Labor
  • IDS Financial Services
  • Inc. Magazine
  • Land O’Lakes
  • Mayo Health System
  • Medtronic
  • Target Center Arena
  • U-Care Minnesota
  • United Health Group

Testimonials

Petra is the consummate speaker. Her delivery is beyond superb. Her sense of timing and humor are without equal. once you have scheduled Petra for a session, all you need to do is sit back, relax and wait for the cheering to subside.
~Kathleen McKenna-Harmon, CPM, President, McKenna Management Associates, Inc.

Petra is a dynamic, motivating, crowd-engaging speaker. She keeps your attention, stimulates your brain, and tugs at your heart.
~Pamela Tibbets, Senior Vice President, Riverside Medical Center


Contact Élan Speakers Agency:

Devie@ElanSpeakersAgency.com
763-458-9326

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