Did you know… Customers greatly prefer human-to-human interactions like phone calls (62%),and email (46%), than chat, self-service, or bots — when dealing with issues. And that 77% believe a phone call is the most effective way to get an answer quickly.
Believe it or not, the telephone call is still the dominant form of communication, especially when new customers are seeking service, and especially when dealing with small businesses. We rarely have a second opportunity to make a positive first impression, so our telephone etiquette has to consistently be “on point.â€
This is a LEADERSHIP session, designed to provide you with the knowledge, skills, and resources to consistently raise the bar within your team. And we’re focused specifically on leaders because their strongly accountable for ensuring their team delivers impeccable customer experiences – even when it involves telephone and digital or electronic communication.
In this FREE webinar leaders will:
- Identify Root causes of bad telephone etiquette within their team
- Determine where gaps exist in their team’s telephone communications
- Consider if their team’s communication etiquette strengthens or diminishes the customer experience
- Gain simple best practices that can easily be adopted to create exceptional customer experiences
Participants will also: Receive the webinar companion eBook or Cheat Sheet; Have an opportunity to ask questions, share best practices; and Schedule a private coaching session with Theo to strategize on closing gaps that are specific to your team.
Space is limited, so register today. And, if you’re interested in scheduling a private webinar session for your leaders, contact us at [email protected].
About the Author
Theo Gilbert-Jamison is CEO of Performance Solutions by Design, a consulting firm headquartered in Atlanta, Georgia that helps organizations exceed expectations by elevating the customer experience from average to extraordinary.
She is also author of several leadership books to include: The Six Principles of Service Excellence, and The Leadership Book of Numbers, Volumes 1 & 2. Prior to launching Performance Solutions by Design in 2003, she was VP of Learning & Development with Ritz-Carlton Hotel Company where she enjoyed a 17-year career.
Theo was also a key contributor, instrumental in implementing and sustaining processes and systems that led to The Ritz-Carlton becoming a two-time recipient of the Malcolm Baldrige National Quality Award.