Transcript ABC’S of CUSTOMER SERVICE - Your Site Name

Tricia Palm is the Director of HR
at Williams & Fudge. Prior to her
current position, from 19972007,Tricia worked at an Oil
Company, managing the Human
Resource Operations as well as the
Safety functions for a family
business that wholesaled, retailed
and distributed fuel oils.
Tricia has a broad generalist
background in Human Resource,
as well as being an adjunct
faculty for 5 years at St. Paul
Technical College, in St. Paul
MN.
She is a Management Studies/Economics
graduate from Cedar Crest CollegeAllentown, Pa and has HR degrees and
certification from St. Paul Tech and the
University of MN. She has been married
for 26 years, to Retired Lt. Colonel Brad
Palm of the USMC. They have been blessed
with two children; their son Bradley is
married and is a 1st Lieutenant in the
United States Marine Corp and currently
deployed in Afghanistan and their daughter
is getting married in October. So far I
only have Grand-Dogs
ABC’S
of
CUSTOMER SERVICE
Presented By
Tricia Palm
Director of HR
Williams & Fudge, Inc.
RULES
FOR THE PRESENTATION
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NO SPITTING ON ME OR YOUR NEIGHBOR
NO ROUGH PLAY
NO RUNNING
NO PROFANITY
NO BLOWING OUT YOUR NOSE
SHOWER BEFORE ENTERING
PLEASE GO POTTY BEFORE ENTERING
NO ALCOHOLIC BEVERAGES
Top Ten Signs You Work in a
Bad Office
10. The bathroom key is tied to an angry ferret
9. The Christmas bonus is a swig from the company thermos
8. Office intercoms are made with two soup cans and a piece
of string
7. It’s hard to concentrate with all those “60 Minutes”
reporters hanging around
6. Your boss walks around wearing nothing but Post-It Notes
5. Every week, each cubicle is subdivided into four smaller
cubicles
4. Instead of White-Out, you’re encouraged to use mayonnaise
3. After a few hours on your desk, the people in your family
photos stop smiling
2. The cafeteria lunch special is whatever got caught in the
glue trap
1. There are NO desk chairs, Everyone squats – It’s the NEW
wellness plan!
Customer Relationships
• Sincerity
• Assurance
• Make working with the customer a
memory that will keep your customers
coming back to YOUR line
Great Service Comes From the
Heart!!
PUT YOUR PERSONAL
SIGNATURE ON YOUR JOB
Tricia Palm
The Simple Truths of
Service
Johnny the Bagger
A True Story of Customer Service
Produced by
Ken Blanchard and Barbara Glanz
Choosing to be Johnny
Great Service Requires:
• Small Impressions
• Unique Character
• Outside of the Box Thinking
A
• ALL about the Customer
– Students, Internal, & External Clients
• ATTITUDE
– Your attitude is a choice!
– Other people can be a reaction of
YOU
B
• BE present, not off in space
• show BELIEF in the good things you
can produce
• BE the person that everyone wants to
come to because of your good heart
and soul
• BE a thinker not a little stinker!
C
• COMMUNICATION
– It’s not just what you say it is how you
say it
– Keep it simple and be CLEAR!
• CREDIBILITY precedes great
communication.
– Ordinary people become great
communicators when they are fired up
with conviction.
D
• DISCERNMENT-the ability to find
the root of the matter
– There is a tremendous amount of chaos
and complex situations every day. If you
can see the root of the problem then you
can solve it.
– Analyze past successes, learn how others
think, listen to your gut.
E
• EMPOWER People to be creative in
they way they resolve issues and the
way they bring the end result to your
department
F
• FOCUS
– Identify priorities and then concentrate
on them
• Focus 70% on your potential and strengths
• Focus 25% on new things; change &
improvements
• Focus 5% on areas of weakness
If you chase two rabbits, both will
get away!
G
• GENEROSITY
– Giving is the highest level of living!
– If you have that mind frame then your
attitude will reflect it.
“No person was ever honored for what
he received. Honor has been the
reward for what he gave.”
Calvin Coolidge
H
• HEAR the words others are saying
– Instead of thinking you know what the
other person is going to say, Listen to
their message.
– Start listening not only for words, but
feelings, meanings and undercurrents.
– Use tact and professionalism in your
words.
I
• INITIATIVE
– Of all the things you should fear it should be
complacency.
– Determine if you hesitate to take action and
take risks, Opportunity does not come knocking
on your door.
Everyone has a great idea in the shower, but
very few people come out, dry off and
do something about it.
J
• JUST do it!
– Step up to the plate and try something
new and take initiative. If you haven’t
pushed yourself lately and gotten out of
your comfort zone-you may need to jump
start your initiative.
– Customer service is a huge sea of
opportunities for creativeness.
• Try neat ways of making people glad they
came to see you today.
K
• KIOSKS
– A wave of the future and help to
alleviate lines.
– They can be open 24 hours a day and be
a helpful resource when your office is
closed.
L
• LAUGH at yourself
– Don’t take yourself too seriously every
minute of the day
– Give up your ego and let it sit on the
sideline for a day or two
M
• MULLIGAN ticket
– Give your employee a take over when
they make a mistake.
– Teddy Roosevelt said “he who makes no
mistakes, makes no progress.”
– Always remember what the mistakes
taught you. If you don’t you will pay for
them more than once.
N
• NEEDS
– Know your employee’s needs as well
as your student needs.
• Is it food, housing, financing etc…
• You will do a better job serving those
around you when you understand
people.
O
• OVERCOMING Stalls
– This is key to good customer service
– Stay focused and ask the right questions
and give options when it is the right
time.
P
• PROMPTNESS
– Good experiences usually are remembered
because someone was prompt in their
service, their communication, and/or
their delivery methods
– Follow thru is essential in all aspects of
customer service
• Some one can listen all day long but what you
do with the information from the time you
receive it is the key
Q
• QUESTIONS
– The more you ask the more you will find
out about your consumer or customer.
– This will enable you to resolve issues to
satisfy all parties
R
• RECOGNIZE the positive side or the
good in people
– Don’t always assume that everyone is
bad, corrupt, malicious and vindictive
– However, don’t be naïve or ignorant to
the fact that some people can have those
negative attributes
S
• SERVANTHOOD
– To get ahead, put others first.
• How we treat others is really a reflection of how we
think about ourselves
• Serve others without expecting anything in return
• Serve out of love
• SMALL acts
– Start performing small acts of kindness for
others
• Start with the ones closest to you: your spouse,
children, parents, significant others
T
• TEACH ability
– Remain open to growing & have a teachable
attitude
• Your growth determines who you are.
• Who you are determines who you attract
• Who you attract determines the success of your
organization
“As long as you are green, you are growing.
As soon as you’re ripe you start to rot.”
Ray Kroc
U
• UNDERSTANDING the full
picture
– It is Ok to say let me get back to you
because I don’t have all the facts
– Gather all the data to make the best
decision you can make in a timely manner
V
• VISION
– It comes from passion not your position
– It’s when you see possibilities before they
become obvious
– True vision is far-reaching; It goes beyond
what one individual can accomplish
– It adds value and serves others
One of the most valuable benefits of vision is
that it acts like a magnet-attracting,
challenging and uniting people
W
• WILLINGNESS to go the extra mile
– It is hard and takes time to put your
work down and go above and beyond
HOWEVER
– When someone does it for you it becomes
a memorable experience and remains in
your mind
• WARM WELCOMING
– Make people feel good about being in
your presence
X
• X-RAY
– A scan or a snapshot of something inside your
body
– Once in a while take a good hard look inside and
analyze if you are treating people the way you
would like to be treated.
If you are still focusing on the great service
you engaged in last week then you sure
haven’t done much this week if yesterday’s
news is the most exciting
Y
• YOU owe it to yourself
– Get rejuvenated by reading a best seller
book or to go to a interesting seminar on
Customer Service
• Refresh YOURSELF into new ideas
and make a commitment
– Commitment starts in the heart
“Heart is what separates the good from
the great.”
Michael Jordan
Z
• ZONE in on people that enjoy life
– Think of people that you want to spend time
with
• How would you describe them? Grumpy? Bitter?
Depressed?
• They are celebrators, passionate and attractive people
to be around.
• Give people hope!
– If you can be the person that bestows hope to
others, they will be attracted to you and be
forever grateful
– That is good customer service!!!!!!!!