Raising the Bar

Elevating the Customer Experience from Average to Extraordinary

  • 1
    Introduction & Overview
    • Welcome to the Class!
    • Learning Objectives
    • Materials for this Course
  • 2
    Enlivening Our Standards of Excellence
  • 3
    LEAP: Our 4-Step De-Escalation Process
    • Our 4-Step De-Escalation Process
    • Key Words & Phrases that De-Escalate
    • Closing Thought - Mahatma Gandhi
  • 4
    Fostering a Culture of Respect
    • How We Perceive Respect vs. Disrespect
    • Coping Strategies for Moving Forward
    • Appropriate Assertiveness
    • Closing Quote - Maya Angelou
  • 5
    Retention Quiz
    • Criteria for Passing This Course
    • Let's see how much you retained!
  • 6
    Course Evaluation
    • Post Course Survey

Facilitator Background

Theo Gilbert-Jamison is the founder and CEO of Performance Solutions by Design, a consulting firm headquartered in Atlanta, Georgia that helps organizations across all industries exceed expectations by elevating the customer experience from average to extraordinary.

She is also author of several popular leadership books to include: The Six Principles of Service Excellence (published in 2005), and The Leadership Book of Numbers, Volumes 1 & 2 (published in 2008 and 2012).

Prior to launching Performance Solutions by Design in 2003, Theo was Vice President of Learning & Organizational Effectiveness with The Ritz-Carlton Hotel Company where she enjoyed a successful 17 year career.

Theo was also a key contributor, instrumental in implementing and sustaining quality processes and systems that led to The Ritz-Carlton Hotel Company becoming a two-time recipient of the renowned Malcolm Baldrige National Quality Award.

With extensive background in Lean/Six Sigma, Leadership Development, and Human Resources -- today, Theo works closely with a diverse group of organizations -- ranging from automotive, legal and financial services, to education, hospitality, country clubs, luxury retail, healthcare, technology, non-profits and more.

On average, Theo’s books, workshops, videos, and webinars are viewed by over 150,000 people annually.