1. Remarkable Communication Presented To: Corporate Coworkers Presented by: Leila Malekzadeh, Marketing Writer

2. 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!

3. Making Our Communication More Remarkable Clear & Concise Ask, Answer, Anticipate Questions Active v Passive voice “When You Know, Teach”

4. When To Pick Up the Phone Knowing When It’s Time Tips for Handling Frustration Response Time Parameters

5. Email Communication The Anatomy of an Email Personalization Best Practices Follow Up

6. Phone Communication Best Practices Positive Expressions – Using the Roth Language Follow Up Undivided Attention

7. Diffusing A Situation Remember our Third Value Define What is Helpful Lead By Example Customize Your Solution

8. 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.

9. 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.

10. Thank You! Questions Homework Assignment