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Elaine Allison

Customer Care Advocate

Elaine Allison, CSP is known as a Customer Care Advocate and is an international speaker; trainer, consultant and author of the bestselling book The Velvet Hammer: PowHERful Leadership Lessons for Women Who Don’t Golf. With extremely successful results in helping organizations become #1 in Customer Care – Elaine delivers powerful keynotes and learning programs that have an impact on audiences. They leave with techniques in their back pocket that can be used immediately.

Vancouver, British Columbia, Canada


Age Friendly Customer Service Most organizations have been focused on capturing and keeping up on the needs of the “next generation”. However, companies will need to keep their eye on the “Silver Tsunami”, as it is upon us. 10,000 people a day in the United States are turning 65, Canada is following suit, and it is bigger in Europe. This demographic is living longer healthier lives than ever before, but they will not be able to always skirt the issues of aging. What was a “customer expectation” before is not what it will be. Audiences will be astounded about how much change is coming, and what they can do about it. For audiences that don’t want to get left behind, book this customized informative, laugh-out-loud, jam packed idea sharing session. Customer Service in a Connected World Much emphasis has been put on using social media to promote products, but what about using it after the sale? In this session find out why exceptional customer service is even more critical in a connected world. Elaine looks at why every customer touch point matters. She shares the secret on line tool that will give you instant access to your unhappy customer and circumvent instant posts to the world while protecting your brand. Audiences will learn how to save thousands of dollars in market research, customer surveys and focus groups. Leading a Culture of Customer Care Everyone’s leadership styles vary, from participative to autocratic and everything in between. There may be no “best way”, however leading a culture of care is based on results. In Elaine’s leadership programs, the focus is on how you can turn your staff into Customer Care Crusaders. Discover whether it is a system problem or a people problem, or both and what to do about it. Learn how to set limits, encourage and engage teams to deliver their best every time because they want to and can. Elaine will help audiences build a fool-proof system to keep continuous improvement alive and well on your team. Negotiating with Your Customer – So You Can Both Get What You Want When a customer leaves dissatisfied, or you go broke trying to keep them happy, you won’t be around long to serve them. Client and customer retention is the cornerstone of any business. In fact, every business or not-for-profit organization is actually in the “relationship” business. In this session, attendees will learn the “Ask, Don’t Tell” approach. Elaine believes there is no problem so great that it can’t be solved. She provides a method to understand your final options and walk away position.

Elaine also offers Customer Service Programs:

Customer Service Training – Becoming #1 in Customer Care If you want to become #1 in Customer Service, or stay there in your industry, then you’ll want to find out how we can help you develop a customized Customer Service Training program distinctly for you. We uncover your most challenging customer service issues, conduct a thorough training needs analysis to discover the top skills that will make the most dramatic improvement. We then develop and deliver a program distinctly for you that gets results. We’ll even help you theme it for your brand or product launch. And if you are interested, we can look at ways to bring it in-house and we’ll train your trainers and leave them with all the materials and leaders’ guides so you have a legacy program for years to come. Training is not a cost, it is an investment. Contact us to see where we can help…


Visions of Excellence | Entrepreneur of the Year Award

  • Elaine spoke to over 5,000 of our 20 different airport client organizations in resolving customer care issues during our multi-year plan and in preparation for the 2010 Olympic & Paralympic Winter Games in Vancouver, BC. The complexity of the task and the sheer numbers of varying audience needs was monumental. The results were significant with high ratings from all organizations. In addition, the programs contributed to YVRAA (Vancouver International Airport Authority) winning the prestigious #1 Best Airport - North America (Skytrax) award now for 3 years in a row and since Elaine has started working with us.

    - Vancouver International Airport
  • Elaines Velvet Hammer techniques will work for women at all levels, from the beginner to the experienced.

    - President, Business and Professional Women Canada
  • Elaine’s presentation was a resounding hit at our conference. This session received the highest rating of any workshop speaker we’ve had at our conference over the past 8 years. If you are seeking a dynamic well seasoned speaker I recommend Elaine without hesitation.

    - Active Network
  • Very clear, informative and entertaining…best presentation at the conference.

    - ASCnet Conference Disneyworld, USA

Summary Profile

Elaine Allison, owner and founder of Positive Presentations Plus Inc. (est. 1999) is an International speaker and author of The Velvet Hammer, PowHERful Leadership Lessons for Women Who Don’t Golf. She has enthralled audiences from coast to coast in both the United States and Canada and globally with her lively presentations and affable style. Elaine began honing her insights into the differences between how we work, lead and succeed early in her career. At just 19 years of age, she was one of Canada’s first female prison guards in an all–male maximum security prison. Elaine’s life depended on quickly understanding how we interact with each other and survive! She began to truly observe how we each deal with conflict, leadership and power as we strive to make a difference in our work and personal lives. Elaine has also: taught children with behavioural problems in a special education program; managed over 1400 unionized flight attendants; and successfully handled the day-to-day challenges of various large corporations as a manager and then as a senior executive. She has learned firsthand how damaging some behaviours and choices can be. Over the years, Elaine has developed training and keynotes for such industries as travel, trades, finance, insurance, military, corrections, police, retail, food services, media, technology, healthcare. Her messages are universal and are tailored to your needs. Elaine’s hands on experience, real life stories and illustrations of what we encounter daily, all combine to help audiences consider all their options and apply immediate solutions.