Picture the scene: The Ritz-Carlton Hotel, Dearborn Michigan. The occasion: The hotel company’s annual “Symposium on Legendary Customer Service.” Time: Noon. The Challenge: The audience has heard presentations the entire morning, and has had no stretch break at lunch, as the meal was brought in. This meant that the speaker would face an audience that didn’t welcome the prospect of another speech. . .this one slated for two hours.
How do I know the scene so well? I was there, writing a story for Expert Magazine about the hotel’s selection and training of employees. As a professional speaker, I felt sympathy for the speaker. Just a couple of minutes after she started her presentation, my sympathy changed to admiration. Soon after that, I felt awe–because Theo Gilbert-Jamison, then Vice President of Training for the company, held the audience entranced as she described how other organizations could incorporate the Ritz-Carlton customer service model into their group.
Not long after that event, Theo left the hotel company to establish her own training firm, Performance Solutions by Design. We continued to keep in touch. Today Theo became my guest in “The Communication Corner,” the hour-long weekly interview program I host for WBCX-FM, “The Voice of Brenau.” Among our topics:
–Her bad experience with a rental car company, illustrating the “lifetime value of a customer”
–Words customers hate to hear, and what we should say instead
–What to say when you write a complaint letter
–Making sure we hire people who embody our company’s culture
–The advantages of employee empowerment
–What a “gap analysis is,” and how we can close the gap
–Direct connection between how employees are treated and how they treat customers
–Putting variety into employee recognition
And much more. For sure, everyone who wants to upgrade his or her firm’s customer service will benefit from Theo’s recommendations.
LISTEN TO THEO GILBERT-JAMISON’S CUSTOMER SERVICE PRINCIPLES
To hear my highly informative interview with Theo, click the arrow below in the Podcast section of this blog page, located just above the Audio MP3 lettering.
Ready to schedule Theo to train your staff and employees? You’ll find her contact information on her site:
While you’re there, watch the complimentary online training videos–and also order her acclaimed book, The Six Principles of Service Excellence
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