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Excellent Customer Service, One Relationship At A Time
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Excellent Customer Service, One Relationship At A Time

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These slides are a framework for a highly interactive presentation emphasizing WOW customer service, the power of nonverbal communication and assumptions we make based on nonverbal cues.

These slides are a framework for a highly interactive presentation emphasizing WOW customer service, the power of nonverbal communication and assumptions we make based on nonverbal cues.

Published in: Business, Education

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  • Transcript

    • 1. Excellent Customer Service, One Relationship At A Time Ann Miller Fall 2008
    • 2. Before we begin
      • Time
      • Breaks
      • Handouts
      • Have fun
    • 3. Agenda
      • Introductions
      • Exceeding customer expectations
      • Communication basics
      • Assuming best intentions
      • Using a professional image to command respect
    • 4. Introductions
      • Get a partner
      • Name
      • Title
      • An accomplishment that makes that person proud
    • 5. Values IDEAL Customer Service
      • I Integrity
      • D Dignity
      • E Excellence
      • A Accountability
      • L Leadership
    • 6. Solano County Library Customer Service
      • Exceeds customer expectations
      • Anticipates needs and wants
      • Welcomes interactions
      • Acts as an ambassador
    • 7. Communication Processes
    • 8. Listening: The Key
      • Stop talking
      • Avoid distractions
      • Concentrate on what the other person is saying
      • Look for the “real meaning”
      • Provide feedback to sender
    • 9.
      • Time
      • Money
      • Reputation
      • Relationships
      Motivators
    • 10. Nonverbal Communication
      • Body language
      • Facial expressions
      • Postures
      • Voice 
      • Clothing
      • Touch
      • Un conscious behavior
    • 11. Communicating with New Americans
      • Respect cultural differences
      • Don’t ignore – at least smile
      • Children as translators
      • Library may be new experience
    • 12. Answering the Phone
      • BREATHE then greet caller
      • Department
      • Name
      • Offer your help
    • 13. Meetings
      • Agendas – chair responsible for sending a week before meeting
      • Minutes – distributed to ALL staff via intranet
      • You are responsible for reading minutes of meetings
      • Action items
      • “ Stand-ins”
      • Buddy system for latecomers
      • “ All Staff” meetings are strongly encouraged
    • 14. Professional Image = Respect
    • 15. Exercise Who said what?
    • 16. One skill you learned today
    • 17.
      • They may forget what you said, but they will never forget how you made them feel.
      • -Carl Buechner
    • 18. Photo Credits
      • Mosic: http://www.flickr.com/photos/hurleygurley/37047949/
      • Spiral: http://www.flickr.com/photos/heypaul/107326157/
      • Bookshelf: http://www.flickr.com/photos/striatic/729822/
      • Parking meter: http://www.flickr.com/photos/nahh/2239581489/
      • Cow on horizon: http://www.flickr.com/photos/pbo31/244473500/
      • Girl on beach: http://www.flickr.com/photos/mikebaird/2678307443/
      • Elephants talk: http://www.flickr.com/photos/ginable/325235488/
      • Anna listens: http://www.flickr.com/photos/49784886@N00/372374016/
      • Coin stack: http://www.flickr.com/photos/luismimunoznajar/2092407573/
      • Power Ranger kid: http://www.flickr.com/photos/philscoville/2369151720/
      • Watermelon smile: http://www.flickr.com/photos/wtlphotos/938615249/
      • Breathe: http://www.flickr.com/photos/shawnzlea/866110617
      • Leaf falling: http://www.flickr.com/photos/jessekruger/2945113808/
      • Square dance: http://www.flickr.com/photos/trialsanderrors/2765519432/
      • Dog smile: http://www.flickr.com/photos/sookie/167461515/
      • Lego: http://www.flickr.com/photos/wwworks/2473052504/
      • Hand holding: http://www.flickr.com/photos/pleeker/205337310/