Close the sale, improve customer experience and raise the bar for employee performance.
Ensure their sales and marketing strategies come alive in their CSRs and sales people.
Compare a team’s current performance to the competition and provide strategies for improvement.
Change their representative’s behavior (e.g., adjusting voice, attitude and wording).
Check employee progress by evaluating phone calls and documenting performance and an employee’s commitment to improve.
Known as “the queen of customer service,” Lori Miller helps companies increase employee morale and bottom line results while improving customer satisfaction. Leaders of some of the world’s largest companies rely on Lori to provide solutions to some of the toughest customer service and sales issues.
For over 20 years, clients have worked with Lori’s company, Tooty Inc., to evaluate, train, monitor and mentor their customer service and sales teams. Lori’s innate ability to assess employee skills and identify areas of improvement enables her to create custom scripts, training and strategies that change employee behavior, reduce turnover and boost customer satisfaction.
Are your customer service representatives portraying an accurate picture of your company?
Customer service reps (CSRs) and sales people aren’t always aware of how they are perceived over the phone. Everything from attitude to voice can have an effect on a customer’s experience. Through her signature program Telepicting, Lori has helped thousands of reps reevaluate the way they talk with people over the phone. Lori works with clients to:
The experience is eye-opening, enlightening and a catalyst for change.
Does your company have a comprehensive game plan that includes a long-term vision and easy-to-implement strategies?
Lori’s customer service expertise has helped transform an entire industry. Lori’s extensive work with the waste hauling industry, which included specialized training and customized “secret shopper” programs, was an integral part of industry-wide change—no small accomplishment considering customer service and company image weren’t on the industry’s radar 10 years ago.
Though this queen of customer service is known for her Telepicting, Lori also speaks with women’s groups and entrepreneurs, sharing her journey of starting Tooty Inc. and creating Telepicting. Lori inspires audiences as she tells how her faith played a major role in her success as an entrepreneur.
Lori is currently the president and founder of Tooty Inc., a creative company devoted to evaluation, training, monitoring and mentoring customer service and sales teams. Lori is also a member of the National Speakers Association, National Speakers Association-Illinois Chapter and Leadership Council of Grace Fellowship Church. In the past, she served as a facilitator at Marriott University NE Region.
Lori is a contributing author of Mastering the Art of Success, which will be published in 2011.