Keys to the Customer Experience Listening for accuracy, not assumptions-This Feels Right!
January 17, 2020
Hosted by Joel Silverstone
What are the keys to a 5 Star Customer Experience? If you want to understand how being of service and creating an exceptional experience is a must to influencing, this episode is going to feel right. TFR *Guest-Star*: Shannon Rinella, Senior Director of Global Learning + Development for Marriott International, and adjunct professor at Georgetown University’s Masters in Global Hospitality shares her passion and insights on how brands and their people can deliver exceptional experiences. PLUS: I share the tips you need to "Listen for accuracy, not your assumptions" Listening skills affect organizations globally- and less then 2% of people have had any type of formal training in it. "A gap in training" says the Harvard Business Review- considering that we misinterpret, misunderstand or change 70-90 % of what we hear! Listening for clues and cues and why it matters to your guests- feels right!
This Feels Right: TFR
Archives Available on VoiceAmerica Business Channel
This Feels Right, or TFR, is about the ability to influence others, to get them to shift their behaviors, actions or ideas by speaking to the emotions first and logic second. The influence formula: “Yeah, this FEELS right (emotion)” plus “I THINK this is right (logic)” equals “Oh yeah, I KNOW this is right (final answer).”
Leaders, sales or people in difficult conversations need to master the ability to influence others without authority, to not be manipulative. To get what you want you need to make sure the other person feels understood and respected. TFR helps you identify the communications skills and mindset you need.
TFR features leaders in varied industries, organizational influencers, executive coaches and business influencers sharing their real-world business examples of how they have been able to influence change.
Joel is fascinated by the turning point in conversations. It’s that moment you engaged the other person's interest or completely lost them. It is often that same moment where influencing happens.
For over 20 years, Joel has been speaking, leading and coaching to communication skills and mindset that help leaders and their teams move and influence their business interactions forward and get engagement. Joel is based in Toronto, Canada and is often working globally speaking at conferences events with Fortune 500 clients delivering interactive and experiential sessions.
As a former professional actor, Joel also shares some of those techniques to elevate confidence, have fun, build presence, and quick-thinking skills in communicating more effectively.