Michael D. Brown, President and CEO, The Michael D. Brown Company, Inc.

Allow Michael D. Brown, management consultant, executive coach, and customer service expert, to show you how by following the 6.5 Fresh Steps to Customer Service, you can unlock and unleash the full potential of your frontline employees and release them from the "frontline prison" that is holding them back. This engaging presentation takes the audience on a 6.5-step out-of-the-box journey where they are challenged to follow Michael's Fresh Customer Service® message -- "Treat the Employee as #1 and the Customer as #2" -- in order to get customers for life and see your bottom line increase. 
 
Learn through Michael's proven strategies, frontline experiences, senior management roles established best practices and real-life stories how the face of customer service has turned into frontline employees who are trying to serve the customer with their hands tied.  Though the management team/owner pounds into them the importance of delivering a world-class customer service experience that wows the customer- they have done little to equip and empower them to be able to deliver this experience. 
 
Discover tested and proven solutions for actively engaging your frontline employees in making decisions and resolving problems, enabling them to provide world-class customer service. Understand how sagging consumer confidence and economic woes makes providing a first-class frontline experience more important than ever. Become motivated and empowered through tested and proven solutions to change the face of your customer service experience by going out to "just make it happen" for a world-class customer service experience.
 
About Presenter
Michael D. Brown, MBA
A pioneer in management and customer service, Michael D. Brown inspires and leads teams to deliver unprecedented results that improve customer loyalty and enhance the bottom line. A consultant, speaker, coach, and trainer, Michael has built his core values of determination, ambition, and creativity on the lessons he learned from life experiences, as well as 15 years of technical and functional leadership. He uses this knowledge to provide a ground-up approach that focuses on a company's most important asset--its employees--to create world-class customer service.
 
The 7th of 10 children raised in rural Mississippi by a widowed mother, Michael began his understanding of customer service at a young age. He started a candy business at school that grew to generate $300-$400 a day that helped support his family. As he worked to put himself through college, Michael learned from first-hand experience as a frontline employee and manager that when businesses treated their employees as their most important asset, employee enthusiasm was unleashed and a passion for excellence poured out. And this passion that was contagious.
 
Michael has worked with a number of Fortune 100 companies, independent businesses, non-profits, and entrepreneurs to improve their mission, service, and growth concurrently. He has cultivated his innovative Fresh Customer Service® message and delivers it through keynotes, seminars, workshops, executive retreats, and now a book of the same title. Michael has a BBA in Management from Jackson State University and an MBA.