Janelle Barlow has been a National Speakers Association (NSA) member for 30 years and has served as the past president of the Northern California Chapter. In addition, her focus has expanded globally has she has taken a leadership role in the Global Federation of Speakers. Janelle has a unique approach to help organizations rethink how they approach customer service.

In the video "Branding Your Customer Service", Janelle reminds us that the way we manage our customers should be a reflection of the brand we want to create in the marketplace. As an example, Janelle points to the experience customers receive when they walk into an Apple store. The front line customer service professionals have Apple shirts, they work at the Genius Bar and are very creative and consultative, a hallmark of how Apple wants to be viewed in the marketplace.

Janelle advises that we should understand the promise that we make to our customers and then be prepared to understand that we need to deliver on that promise by being customized, and to be ready to turn a complaint into an opportunity to learn about what we need to correct and to better serve the customer.