Business Navigator: Driving Revenue through Customer & Employee Experience

Description

Drive revenue through ensuring your employees and customers are performing to their maximum abilities.
 
This series will feature three different opportunities for your employees to gain valuable training experience for your business:

• Improving Customer Service through employee experience - Customer service is one of the most critical components of any organization. A 2020study by Microsoft found 94% of Americans use customer service as a factor when deciding whether or not to do business with a company. And nearly two-thirds said they’d stop doing business with an organization after just one poor experience. As we look towards a new workforce with optimism, the service and experience industry must be prepared for the challenges and opportunities that await. It is no secret that customer expectations have dramatically shifted in recent months, and so we must continue to be flexible as we seek to provide care experiences that exceed expectations and empower our employees.

 

• Managing Conflict by Identifying Our Conflict Styles - “The better able team members are to engage, speak, listen, hear, interpret, and respond constructively, the more likely their teams are to leverage conflict rather than be leveled by it.” - Craig Runde & Tim Flanagan. The difference between conflict leading to higher performance or derailing the team is based on how team members handle the conflict. Styles of conflict are not good or bad by themselves- the important point is knowing when and how to use each conflict style and identifying it when someone else is using that style.

 

• Managing a Multigenerational Workforce - We currently have five different generations in the workforce the power of multigenerational diversity lies in our ability to harness the strengths and perspectives of each generation. By embracing diversity and implementing action items, we could foster an work environment in which we all thrive.

Attend one, two or all three sessions FREE of charge. Thelema will be conducting a session for the Chamber's Hispanic Business Council on Aug. 15 surrounding inclusion. To register for this event for free, click here.

ABOUT OUR SPEAKER: Thelma is a local entrepreneur who serves as the President of La Encantada Diversity, Equality, & Inclusion. Thelma graduated from the University of Texas Rio Grande Valley in 2017 with a bachelor’s in psychology & has multiple DE&I Certifications such as SHRM CP, SHRM Inclusive Workplace, Society of Diversity: Train the Trainer MOOC Academic Central- Diversity, Equity & Inclusion in the Workplace & Certified Diversity Professional. Thelma brings over 15 years of collaborating with diverse Fortune 500 companies, small businesses, non-profits, city chambers, & municipalities in diversity, equity, inclusion, employee engagement, customer service and leadership training. By supporting them through their Diversity, Equity & Inclusion strategy with focus on advancing workplace diversity, ensuring all levels reflect the industry and communities they served. Cultivating an inclusive environment for everyone. Serving as a program manager for employee resource group with a focus on insights to the business, professional development and cultural competency.

Thelma envisions inclusive organizations where all of us can thrive & beliefs that when we better our workplace, we better our homes, & our communities.

Thelma is a current member of Leadership Texas, Easter Seals Board, Junior League of McAllen, RGV Hispanic Chamber of Commerce, RGV Partnership, Hispanic Women's Network of Texas, Village in the Valley, Organization of Women Executives, Leadership McAllen Class 35, Society of Human Resource Management, and National Diversity Council.

Most recently, Thelma founded the RGV Census Ambassador Scholarship Program, where she was critical in raising 150k in scholarships for high school students. Through this program, Thelma educated and encouraged local youth to get involved in civil responsibility by getting involved in the 2020 Census process. Many community leaders have recognized her for her efforts in increasing the Census count in the RGV.