“It was great having you to be apart of our conference this year. I got great reviews on you from everyone there. Your message was right on target.
You helped us to take our conference to the next level.
Hopefully, we can get you back again sometime.”
Kirby Mayfield, Executive Director
Mississippi Rural Water Association
Mississippi Funny Keynote Speaker
Mississippi humorous motivational speaker Charles Marshall knows Mississippi! Charles was born in the delta city of Cleveland, MS and moved to the birthplace of Elvis, Tupelo, MS. Charles’ family then moved to Jackson, MS and then later to Clinton, MS. During his college years he lived in Hattiesburg as he attended the University of Southern Mississippi.
“It hard to throw a dart a a place in Mississippi where I haven’t lived,” the Mississippi funny speaker jokes. But even though humor is a big part of almost everything he does, Charles isn’t kidding about his love for the great state of Mississippi. He realizes that one of Mississippi’s greatest assets is it’s people, and maintains that it is difficult to find people any place in the world that are nicer than the people in Mississippi. Whenever Charles speaks in Mississippi, he knows it’s going to be a great event. The crowds are always hospitable and Charles relates well to the culture, so his audiences relate well to him.
If you need a Mississippi funny keynote speaker that is sure to give you a grand slam event, Charles Marshall is your man!
“On behalf of the Mississippi Department of Human Services, please accept my appreciation for the excellent job you did at our Fall Management Conference. We appreciate the work and time at that you put into making your presentations so enthralling. Your ability to present the subjects of customer service and leadership in such an interesting and humorous way produced one of the most memorable conferences I our group’s history. Your enthusiasm is contagious and I want to thank you once again for an awesome job! We definitely want to invite you back to use your skills with other groups within our organization. Once again, thank you for our contribution.”
Dana Kidd, Bureau Director
Mississippi Department of Human Services
“I would definitely recommend Charles Marshal to any group that is looking for a speaker with a message and some lighthearted humor. I had a full line-up of music, awards and other speakers, so I had asked Charles to keep his segment to about 30 minutes. He went for exactly 30 minutes. You don’t have to worry about giving him specifications. He is there for you and will do whatever you ask him to.”
Kathy Deer, Executive Director,
Pearl Chamber of Commerce
Charles has performed at:
320 Greymont Ave
Jackson, MS 39202
875 Beach Blvd
Biloxi, MS 39530
515 Country Place Parkway
Pearl, MS 39208
When facing a challenging economy in Mississippi, your people need to know that customer service is important The following is an example of Mr. Marshall’s customer service principles in one of his motivational columns entitled, “A Tale of Two Customer Service Reps.”
A Tale of Two Customer Service Reps
It was the best of customer service. It was the worst of customer service.
I was recently flying out of Jackson, MS at Jackson-Evers International Airport. For legal purposes, I’m not going to mention the name of the mega airline to which I am referring in this article, but will disguise their name so you don’t know who I’m talking about
So, a couple of months ago, I decided to cash in some of my Belta Airmiles that I’ve been accumulating for years, by taking my family on vacation. (See? You have no idea what company I’m talking about.)
I selected my hotel and dates on the Belta Web site and then hit the magic “purchase” button. Seconds later I realized that I had booked one day too many for the hotel room, which translated into roughly 29,000 wasted Airmiles. I immediately called the Airmiles redemption line and was told by the customer non-service agent that it was too late to change my reservation, that once the “purchase” button was hit, the Airmiles were spent. She told me, “Sorry. You shouldn’t have hit the purchase button until you had the days right.”
Thanks. That’s real helpful. It makes me glad I’ve spent gobs of money with your company over the years.
Not being one to give up easily, I told the agent that I wasn’t asking for her to refund my miles—that I just wanted her to offer some suggestions regarding what I could do—but the agent interrupted me mid-sentence to argue and tell me there was nothing she could do.
May I give you a customer service hint? Do you want to operate a successful business in Mississippi? Never, ever argue with the customer. You can reason with him. You can offer other options, but arguing ultimately leads to the demise of your career well as your business.
I believe this poem I memorized years ago makes my point.
Here lies the body of Old John Quay
Who died defending his right of way
His cause was just, his will was strong
But he’s just as dead as if he were wrong
Translation: You can argue with the customer all you like, but it’ll kill your business.
Did I mention that I fly a lot with Belta Airlines? Why risk ticking off one of your best customers by arguing? It doesn’t matter if you are out of options. It doesn’t matter if you don’t have any more ideas for the customer. Work to find a solution! Your customer, not to mention your financial well-being, deserves your best.
Fortunately, my customer service story ends well. My wife suggested that I call the Belta Platinum Service line to see if they could help me. What a great idea! Why couldn’t the Airmiles rep (the person who actually was being paid to help me) have made that suggestion?
When I reached Brad, one of the Platinum Member reps, he listened to me without interrupting as I spilled out my tale of customer service woe. Brad immediately leapt into action to create a solution for me, arranging a conference call with the Airmiles redemption department, who continued to adamantly defend their right to be as unhelpful as possible.
In the end, I wound up keeping the extra day in the hotel room that I didn’t need, but I was refunded the 29,000 Airmiles.
Kudos to Belta’s Premium service line for straightening the whole mess out with expertise and aplomb, but who’s going to refund me the 30 minutes of my life that I lost in stress and aggravation talking to their Airmiles redemption representative?
Competition is tough these days, especially in Mississippi. If you aren’t taking care of your customers, there are plenty of companies who are willing to. Or, to bring it a little closer to home, if you aren’t willing to protect your income by seeing that your customers are treated right, then someone else will be happy to take your customer, and the money that you would have used to pay for your mortgage, car payment, or vacation.
You alone have the power to decide if you’re going to provide the best of customer service or the worst.
Feel free to reprint this article in your organizational publication. We only ask that you use the following attribution blurb at the bottom of the article:
© 2013 Charles Marshall. Charles Marshall is a nationally known humorous motivational speaker and author. Visit his Web site at www.CharlesMarshall.net or contact him via e-mail at info@MPowerResources.net.
Charles is based out of Georgia but is available to speak in: Jackson, Mississippi, Gulfport, Mississippi, Biloxi, Mississippi, Hattiesburg, Mississippi, Greenville, Mississippi, Meridian, Mississippi, Tupelo, Mississippi, Southaven, Mississippi, Vicksburg, Mississippi, Pascagoula, Mississippi, Columbus, Mississippi, Clinton, Mississippi, Pearl, Mississippi, Starkville, Mississippi, Olive Branch, Mississippi, Clarksdale, Mississippi, Ridgeland, Mississippi, Natchez, Mississippi, Greenwood, Mississippi, Laurel, Mississippi, Long Beach, Mississippi, Ocean Springs, Mississippi, Brandon, Mississippi, Moss Point, Mississippi, and Grenada, Mississippi.