The Expert Podcast

• Exploring a Business Insider article about a $480/hour consultant teaching Millennials to talk on the phone.
• The surprising connection between phone anxiety and poor customer service in businesses.

• Younger generations are accustomed to smartphones for texts, apps, and social media, but lack confidence in phone communication.
• Companies hire employees who struggle to communicate effectively over the phone with customers or clients.
• The shift away from home phones means many younger workers never developed phone skills.

• Businesses may face difficulty finding capable phone communicators for customer service or sales roles.
• Customer service gaps aren’t just about cost-cutting—there’s a skills gap in phone communication.

• Corporate workshops to train employees on phone skills cost up to $3,500.
• Gen Z and Millennials often lack exposure to phone communication, unlike older generations who grew up with home phones.
• Effective communication is critical for building customer relationships, as tone and context can’t always be conveyed through text or email.

• Poor phone communication affects customer relationships and can lead to miscommunication via email or text.
• Building trust and clarity with customers often requires real-time, voice-based interactions.

• Hiring phone communication trainers may be a solution for companies facing these challenges.
• Reflect on your own experiences—does this resonate with what you encounter as a consumer?

• Share your thoughts on this issue and explore other consumer advice services at teleadvice.com.