Now Read This!
Jeannie's clients would agree that she's a gifted motivator...
Poudre River Public Library District
Answer Center Team Collective Feedback 10/18/11 |
| "This was one of the best workshops I have attended regarding customer service. Jeannie Davis was well informed and kept the entire group engaged throughout the session. It was great to hear her tips and techniques regarding phone service. She really liked the fact that we are going to call our service the Answer Center opposed to Call Center.
She addressed everything from attitude to the 3 different learning styles. I think the thing that will stick with me the most is the fact that for some of our customers we will be the organization and we need to be aware of our “personal lobby” and making it a warm and inviting place for all our customers. She showed us how the PICTURE customers form impacts the success and feeling of the phone exchange. P = posture I = inflection C = courtesy T = tone U = understandability R = rate E = extra mile " |
Lynda Dickson
Answer Center Supervisor Poudre River Public Library District |
| "Thank you for making it possible for the Answer Center team to attend the Telephone Imagery Workshop. The things that were most helpful for me were the illustrations of how so many details can come together to make the difference between amazing customer service and terrible customer service -things like having a smile in our voice, avoiding slurring words together (ex. "wouldya" "lemme" etc.), saying "I am unable" to do something rather than "I can't", etc. Particularly enlightening to me was the section on the three communication styles (visual, auditory, and kinesthetic). Each of us communicates using primarily one style. The technique when communicating with a customer is to figure out which style they are using and try to match it for the most effective problem solving results. That was something I had never even considered! Thanks." |
Amanda
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| "I came back from the Telephone Imagery seminar with a whole slew of helpful things. I didn't think that there was that much to be learned about talking on the phone, but the whole thing wasn't so much about phone conversation as it was about providing the best level of customer service possible through effective communication. W all feel that we're effective communicators, whether it is over the phone or face to face, but I learned that we all have a bit of review to do. Just simple reminders like using positive words and phrases, speaking in mutuality, using positive self talk to ensure you're always being cheerful and avoiding "attitudinal leakage" were worth the price of admission. However the bit that I walked away with that made me the most excited was about individual communication styles, and how to effectively identify and match them up with the communication style of patrons in order to be as efficient and friendly as possible. I'm already practicing it on my friends and family!" |
Gabe
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| "Talk about Roving for Telephones! Yup you would have never guessed it to possible. Jeannie Davis was awesome. I learned throughout the class of some maybe not so good phone etiquette that we all do automatically without even knowing it. I would have to say over all the main topic of the class would have to be “Can your Smile be heard?” Jeannie would say do you have some “Attitudinal Leakage” coming through? Inflection is the salt and pepper of your words. I’ve learned that beyond the common knowledge of basic customer service, we must learn to Identify and speak the customer’s language. You need to be prepared, look good and feel good. All of these can affect the way we present not only ourselves but our organization. I must say that I was really impressed with the information that was presented and would definitely recommend this class to anyone that deal with customers over the phone. " |
Sam
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| "Jeannie does a wonderful job of engaging and connecting with her audience. She provides many customer service techniques that can be easily and immediately implemented in the work place, and that are very effective in improving customer relations. She is a pleasure to work with and I will definitely use her services for future customer service training needs." |
Kelle Boumansour
City of Boulder - Community Planning and Sustainability - Local Environmental Action Division |
| "Your training was terrific! You have a great way of presenting the information and you kept me intrigued the whole time. I can't tell you how many of your techniques I’ve used and how they have helped me." |
Chris Adams
Customer Support Girl Scouts of Colorado |
| "Jeannie is one of the most effective trainers I've had the pleasure of working with. Her ability to engage her audience is superior, and the results are immediate. She is an expert in helping an organization improve customer service!" |
Mitch Thomas
Vice President, Iowa Online Center Ashford University
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| “Your presentation made a clear and convincing case for the power of creating a positive company image via the telephone. Our members will never answer the phone again without remembering your advice on how facial expression, posture/body language, inflection, vocal tone, diction, and courtesy can make or break every customer interaction.” |
Rosemarie
Seeman |
| “Ms. Davis delivers an exceptional program that sends the message of workplace professionalism at all levels. Her approach has proved to be a valuable factor in improving the quality of our business communications” |
Sandra
a. Grotewohl, MA, Ed.
|
| “Thanks so much for your upbeat presentation! It was a great start to my day, and I know I will use as much as I can remember in my daily life. So much of what you said applies to interaction with people outside of work, too! Yours was the best, most informative, and mind-changing presentation I have seen through MSI. Thanks so much for helping us. I wish I could have heard you speak years ago – it would have saved me a lot of grief!” |
Jennifer
Welteropth |
| “I took Jeannie Davis' program called Telephone Imagery: How Does Your Customer See You at the National Association of Realtors convention in New Orleans. I found the information to be very relevant and Ms. Davis' teaching style to be dynamic and easy to understand. I attended nine conference programs during the convention and this was my favorite! I highly recommend this program and Ms. Davis to any individual or organization seeking to improve their telephone skills and customer service.” |
Sarah
Johnson |
"I wanted to take a moment and thank you for the presentation last week. Your style and technique made for a lively and engaging seminar. I had 15 team members in attendance and every one walked away with an appreciation and better understanding of how important telephone customer service is. I was personally energized to stay on top of this and make it a part of our every day effort." |
| Erik
Knutsen Director for Technology The Christian & Missionary Alliance |
"The comments from your seminar were outstanding and I know that many have already incorporated some of what they learned, I have too! You were such a delight to work with and you interacted so well with our team. As I said to you, I’m thankful to see people like you using the talents that God has blessed them with. Jeannie thanks for blessing our staff." |
| Bill
Colon Vice President The Christian & Missionary Alliance |
"Your overall average from the three workshops presented during The PPAI Expo in Las Vegas is 94%, which is excellent! We’re excited you’re coming back!” |
Jeff
Hurt |
"Thank you for your very successful participation in CNGA’s recent seminars on customer service skills. I was very pleased with your presentation style. I found you engaging, accessible, very knowledgeable and professional. You used real-world examples to help the attendees understand and be able to apply the skills you presented. The attendees’ employers were pleased with the consistent high scores on the statement “This seminar will make me a more valuable employee.” |
| Mary
LaLone Communications and Education Manager Colorado Nursery & Greenhouse Association |
"We are very pleased to have included Ms. Davis on our Conference schedule. Our experience of working with her was very positive. She asked us questions to become more familiar with our member expectations and provided the materials we requested in a timely manner. Our positive attendee comments are a testament to the value she presented them.” |
| Rosalyn
Kriener Conference Program Manager National Association of REALTORS |
"Thank you for an excellent presentation at our Annual Meeting. Your message was well delivered and right on the money!” |
| Dean
Pisciotta Vice President, CFO Brakes Plus Corporate |
"Thank you so much for finding and arranging today’s speaker. I have gone to so many seminars on motivation, self help, retaining the customer and so on, and left saying “ok”. I feel what was learned today I will keep forever. I cannot wait for Jeannie to come back for another session. Thank you again." |
| Jeffrey
Buna Sales Manager DW Mail LLC |
"I sincerely thank you for one of the most inspirational days I’ve had in my 21-year career working for the public through County government. Your charisma, enthusiasm for your subject matter, and fabulous sense of humor shines as you instruct. I smile just thinking of your presentation!" |
| Liz
Hook Customer Service Division El Paso County Development Services Department |
"Mountain States Employers Council has offered Jeannie Davis's Telephone Imagery seminar to our members for many years. We are pleased with her high level of professionalism and our participants rave about the quality of her presentations. Jeannie is a joy to work with! " |
| Harriet
Chaney Mountain States Employers Council |
"I thought Jeannie’s presentation was great! Every once in a while, we all need to be reminded that the way we present ourselves, be it linguistically or from an appearance standpoint, is paramount to our success—both professionally and personally. Thanks!" |
| Matt
McLaughlin Membership Sales Manager Denver Metro Convention & Visitors Bureau |
"Jeannie came highly recommended and I was pleasantly surprised at how easy she made our half-day training seminar work. She was very efficient in returning calls, emails, paperwork and answering my questions. The day of the event, she was early, well prepared and very easy to work with. We had a large crowd and she easily kept them engaged in the learning experience with humorous stories, examples and lots of good information. After tallying the feedback results, I am happy to say everyone felt empowered, enlightened and ready to go back to work and make a difference. It was a great experience for the Bureau, the attendees and me." |
| Andrea
G. Stauffer Director of Marketing Better Business Bureau of Southern Colorado |
"Everyone enjoyed the “Five Values That Drive Customer Service Excellence.” Several members (and guests) commented, “I felt it was one of our best programs.” They were able to take your ideas and implement them into their own businesses. " |
| Sue
Simmons Program Chairperson National Association of Women Business Owners |
“Your presentation was impactful and well done. Your manner of making everyday, practical application was enjoyable. Your have ‘it,’ thanks for sharing!” |
| Jim
Janco Vice President Montgomery Homes, LLC S.M.C. Vice Chairman |
"Jeannie Davis delivered her keynote address to a diverse audience filled with vice presidents, leaders, business partners, managers and, of course, the nominees for our prestigious award with more than 100 people in attendance. Mrs. Davis’ presentation was absolutely outstanding because everyone in the room could relate to “The Road Signs of Life.” Jeannie’s communication style was easy to listen to and engaging. She captured everyone’s attention as demonstrated by the shouts of “That’s me!”… “I do that all the time”… “I can apply that principle in the workplace”… “That’s interesting”…and much more." |
| T. Ann
Bailey Principal Human Resources Generalist Raytheon Systems |
"Your program goes far beyond basic telephone skills; it reinforces the importance of clear communication in all aspects of life.” Your workshop helped our team members understand and feel from the customer perspective.” |
| Janice
L. Campbell Sr. Vice President Wells Fargo Banks, N.A. |
"100% of the participants rated Ms. Davis’ program as Excellent or Very Good! They were impressed with both her knowledge and her presentation style!" |
| Cindy
Bennett Women In Cable and Telecommunications |
"Your seminars were well attended and the evaluations reflected speaker ratings of 4.88 and 4.89 out of a possible 5. Your programs were also rated at the top in the “useful to business,” “handouts,” and “overall rating” areas. Some of the comments written on the evaluations included: “Great job,” “Fantastic! Really understands her info!” “Very Good,” “Great points for us to remember,” “Excellent topic – very good presentation,” and “She’s intelligent and knowledgeable!” The evaluations speak for themselves – you’re a hit in Indiana!" |
| Cindy
Bussell Acting Chief Operating Officer Indiana Builders Association |
"Your training has helped us improve our member retention rates.” |
| Deborah
Dale Brackney Mountain States Employers Council, Inc. |
"I now feel more comfortable on the phone. I'm better able to respond to customer needs." |
| Jason
E. Taylor Northern Telecom |
"To say I was pleased is an understatement. One of our best seminars. Feedback from our sales staff was very positive." |
| Kamal
P. Eways, President & Publisher Evergreen Newspapers, Inc. |
"Your enthusiasm and knowledge were contagious and your method of instruction invigorating." |
| Mary
Louise Lehnhoff, Service Center Manager Medical Group Management Association |
"Your ability to address the basic concerns that our people deal with on a daily basis makes your workshops an important contribution to any public agency's training program." |
| Mary
J. Follenweider, Chief Building Official City of Boulder |
"I highly recommend Now Hear This, Inc. to any school district or business which places a high priority on serving their clients and improving the personal skills of each member of the staff." |
| Bob
Ottewill, Commissioner Colorado High School Activities Association |
"The purpose of our annual meeting is to provoke thought and to equip our people with new skills to use in their daily business. Your session accomplished both!" |
| Robert
K. Dalton, Vice Chairman George K. Baum & Company |
"Retailers attending your seminar were focused and challenged to create a positive image to their customers, making them glad that they called." |
| Marcie
Hervey, Executive Director Western-English Retailer's Association |
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