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Presented To: Corporate Coworkers Remarkable Communication Presented by: Leila Malekzadeh, Marketing Writer Introduction • Roth Promise: We love to create remarkable experiences. . .every person, every time. • Being remarkable starts with us! • Sometimes is take a little time to be remarkable, but it’s worth it! Making Our Communication More Remarkable • Clear & Concise • Ask, Answer, Anticipate Questions • Active v Passive voice • “When You Know, Teach” When To Pick Up the Phone • Knowing When It’s Time • Tips for Handling Frustration • Response Time Parameters Email Communication • The Anatomy of an Email • Personalization • Best Practices • Follow Up Phone Communication • Best Practices • Positive Expressions – Using the Roth Language • Follow Up • Undivided Attention Diffusing A Situation • Remember our Third Value • Define What is Helpful • Lead By Example • Customize Your Solution Four Defining Moments of Customer Interaction • GREET everyone with respect and warmth. • ANTICIPATE and discover needs through caring, attentive communication. • DELIVER remarkable service by fulfilling all promises made. • CREATE a lasting impression by extending a sincere thank you. Five Points to Take With You • We Set the Tone • Remarkable Communication is a reflection on you and our organization • Responsiveness is the easiest way to create a remarkable experience • Your communication style is an indication of your Customer Service philosophy • Sometimes it takes little more time to be remarkable, but IT’S WORTH IT. Thank You! • Questions • Homework Assignment