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Customer service

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Increase profit.

Increase profit.

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  • Tom: This does not (yet) include speaker's notes. I use this PowerPoint as an organizing process for the workshop. For small groups I rarely use the PowerPoint until the end and then only as a review. The pre-program sheets are handed out before the workshop. Some of the slides show only questions. There are no specific answers. An experienced retail/marketing facilitator will be able to generate brief discussions for each question. I suggest an 8 hour program with a maximum of 20 participants. I use a 'U' shape set-up, and often use only flip charts so that I can put answers on the wall. I will answer questions as appropriate.
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    • 1. Six Steps to Excellence
      Customer Service Workshop
    • 2. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      2
      tom.pattillo@gmail.com
      Welcome to an irrelevant workshop!
      Useless!
      Ineffective!
      Forgettable!
      Waste of time!
      Worthless!
    • 3. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      3
      tom.pattillo@gmail.com
      And
      You have already
      paid for it!!
      So What!
    • 4. But . . .
      you are my customer!
      Are you
      Happy yet?
      Business Skills Coaching: Improving Performance and Confidence
      4
      tom.pattillo@gmail.com
      Six Steps to Excellence
    • 5. Business Skills Coaching: Improving Performance and Confidence
      5
      tom.pattillo@gmail.com
      Six Steps to Excellence
      Good
      Morning!
    • 6. 95% of what we do every day . . .
      Habit!
      6
      Business Skills Coaching: Improving Performance and Confidence
      tom.pattillo@gmail.com
      Six Steps to Excellence
    • 7. Six Steps to Excellence
      Where do habits come from?
      S
      R
      Eat
      Internal
      Stop
      External
      7
      Business Skills Coaching: Improving Performance and Confidence
      tom.pattillo@gmail.com
    • 8. One way to
      change a habit . . .
      S
      R
      8
      Business Skills Coaching: Improving Performance and Confidence
      tom.pattillo@gmail.com
      Six Steps to Excellence
      Pause
    • 9. UCIC
      CIC
      CC
      9
      Business Skills Coaching: Improving Performance and Confidence
      Presentation & Training Skills
      tom.pattillo@gmail.com
      Six Steps to Excellence
    • 10. 10
      Business Skills Coaching: Improving Performance and Confidence
      Six Steps to Excellence
      Presentation & Training Skills
      UCC
      tom.pattillo@gmail.com
    • 11. tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      11
      Six Steps to Excellence
      Habits
      • Are all habits good habits?
      • 12. Why do we approach an activity?
      • 13. Or avoid an activity?
    • tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      12
      Six Steps to Excellence
      Habits
      • What is a “bad” habit?
      • 14. How do we develop “bad” habits?
      • 15. Why is a habit (behaviour) “bad”?
      • 16. Why continue a “bad” habit?
    • tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      13
      Six Steps to Excellence
      Habits
      • How are we “aware” of a “bad” habit?
      • 17. How do we “know” we must change?
    • tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      14
      Six Steps to Excellence
      One way to understand habit change.
      Unaware: Unconscious Incompetence
      Aware: Conscious Incompetence
      CHOICE POINT: Change or not?
      Change: Conscious Competence
      New Habit: Unconscious Competence
      Then . . . .?
    • 18. Six Steps to Excellence
      Another
      way
      Process of Growth
      Attitude
      Skill
      If you can’t do it, you don’t know it
      Confidence comes from successful performance
      And now . . .
      Need
      Want
      Believe you can
      I will
      Show me how
      Treat as equal
      Don’t make the person feel stupid while learning something new
      Be patient
      1 step at a time
      With a coach
      10,000 hours
      Frustration
      Body & Mind
      Fundamentals
      Concepts
      Principles
      Knowledge
      Practice
      Business Skills Coaching: Improving Performance and Confidence
      tom.pattillo@gmail.com
      15
    • 19. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      16
      tom.pattillo@gmail.com
      Thank you
      Do what I love to do
      Chance to work on my goal to make a difference
    • 20. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      17
      tom.pattillo@gmail.com
      Six Steps to Excellence
      So What!
      Prisoners
      Tourists
      Sponges
    • 21. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      18
      tom.pattillo@gmail.com
      Are you having fun?
      (yet?)
    • 22. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      19
      tom.pattillo@gmail.com
      Get the “most” from your program????
      Ask, state, “yell”: So What!!!!!
      Ask: Why are we doing this?
      Tell me: "Say it again.”
      Tell me: "Slow down.”
      Don’ let me just “cover” a topic.
      Demand the skill to “do it”.
    • 23. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
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      tom.pattillo@gmail.com
      Get the “most” from your program????
      Share knowledge, experience, and wisdom.
      Show and accept "logic" and "emotion”
      Education: TAKE IT!
      10% given
      90% taken
      Ask continually: "How can I use this?"
    • 24. Six Steps to Excellence
      Process
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      21
      Objectives
      Content
    • Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
      22
      tom.pattillo@gmail.com
      Getting to know you!
      • Name?
      • 33. Where from?
      • 34. What do you do?
      • 35. What do you do best?
      • 36. What is good customer service?
      • 37. What is bad customer service?
      • 38. “Hope” to gain from this program?
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      So What?
      Why time to do this?
      • Get to know you
      • 39. What you want
      • 40. Listen: write down
      • 41. English ability
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      What are
      the most important
      personal characteristics
      of a great
      customer service person?
    • 42. Six Steps to Excellence
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      tom.pattillo@gmail.com
      Some Characteristics
      Please write 3 – 5 characteristics
    • 43. Six Steps to Excellence
      • What is always the most important?
      • 44. Why?
      Skill
      ( %)
      Attitude
      Knowledge ( %)
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    • 45. Six Steps to Excellence
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      tom.pattillo@gmail.com
      Your Customer Service Examples:
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      Worst Way Demonstration
      • Purpose: to show the very worst customer service.
      • 51. This is to be as horrible as possible.
      • 52. Terrible, terrible, terrible example of customer service.
      • 53. Anything goes!
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      Worst Way Demonstration
      • Directions
      • 54. I will select groups
      • 55. Each group creates terrible customer service example
      • 56. 5 minutes to prepare
      • 57. Demonstration: maximum 1 ½ minutes
      • 58. “What was done wrong?”
    • Six Steps to Excellence
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      What was done wrong?
    • 59. Six Steps to Excellence
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      tom.pattillo@gmail.com
    • 60. Six Steps to Excellence
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      tom.pattillo@gmail.com
      What is a customer?
      • Before the “sale” is made?
      • 61. a potential customer.
      • 62. When the “sale” is made:
      • 63. now a customer
    • Six Steps to Excellence
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      What organizations have customers?
      “Customers”
    • 64. Six Steps to Excellence
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      tom.pattillo@gmail.com
      What is “customer” service?
      • What does it feel like?
      • 65. How is bad customer service different from good customer service.
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      What does does “customer service” mean to:
      • You?
      • 66. Your organization?
      • 67. Your job?
      • 68. Your industry (i.e. competitors)?
    • Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
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      tom.pattillo@gmail.com
      Reality
      You don’t need much training for 50% of your customer contacts.
      1 SD – 34%
      2 SD – 14%
      3 SD – 2%
      Using as a way of looking at . . .
    • 69. Six Steps to Excellence
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      tom.pattillo@gmail.com
    • 70. Six Steps to Excellence
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      tom.pattillo@gmail.com
      What is marketing?
      • The process of the “sale”
      • 71. Marketing and Selling
      • 72. Expense, Revenue, Profit
      • 73. Good: tell some
      • 74. Bad: tell everyone
      • 75. Positioning
    • Six Steps to Excellence
      Now:
      You are the customer
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      39
    • 76. Six Steps to Excellence
      You have no need
      Then . . .
      Something happens . . .
      And you “realize” you have a need.
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      40
      Think about buying:
    • 77. Six Steps to Excellence
      What now?
      You realize . . .
      You start to search . . . Where?
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      41
      Stores
      Magazines
      Friends
      Parent
      Websites
      Newspaper
      Facebook
      Television
    • 78. tom.pattillo@gmail.com
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      Six Steps to Excellence
      You evaluate
      You compare . . .
    • Six Steps to Excellence
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      Business Skills Coaching: Improving Performance and Confidence
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      Trial
      Drive
      Wear
      Smell
      Try
      Take home
      Free Demo
      Show
      Read
      Library
    • 93. Six Steps to Excellence
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      44
      Purchase
      • You give your money
      • 94. You check into the hospital
      • 95. You step onto the plane
      • 96. You enter into an agreement
      • 97. You step into the taxi
    • Six Steps to Excellence
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      45
      Now What?
      Then What?
    • 102. Six Steps to Excellence
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      tom.pattillo@gmail.com
      It is the next day . . .
      Does the product’s “performance”
      match my expectation?
      E - Expectation
      R - Reality
      E
      R
      Gap
      Gap
      E
      Performance
      Performance
      Performance
      R
      E
      R
      Time
      Time
      Time
      What is our objective?
    • 103. tom.pattillo@gmail.com
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      Six Steps to Excellence
      After the sale
      “Thinking”
      • Did it work?
      Gap?
      • Did it break?
      Gap?
      • Could you put it together?
      Gap?
    • 104. Six Steps to Excellence
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      After the sale
      “Thinking”
      • Was it a good price?
      Gap?
      • Did they wrap it well?
      Gap?
      • Could you wash it?
      Gap?
    • 105. Six Steps to Excellence
      tom.pattillo@gmail.com
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      After the sale
      “Thinking”
      • Did the warranty help?
      Gap?
      • Was it a good decision?
      Gap?
      • Would you recommend?
      Gap?
    • 106. Six Steps to Excellence
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
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      And Now!
      Re-purchase!
      Where will you buy
      an equivalent product or service?
      Same place?
      Somewhere else?
    • 107. Six Steps to Excellence
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      51
      And now . . .
      What will you say?
      About this product or service
      to your friends,
      to your family,
      to your co-workers,
      to anyone else
      close enough
      to hear you?
    • 108. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
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      tom.pattillo@gmail.com
      Will you be “positive”
      and tell a few
      or “negative” and
      tell everyone?
    • 109. Six Steps to Excellence
      tom.pattillo@gmail.com
      Business Skills Coaching: Improving Performance and Confidence
      53
      Why is your response so important?
      How does your response effect that company’s profit,
      survival, and
      success?
    • 110. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
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      tom.pattillo@gmail.com
      Look
      Engage
      Ask
      Listen
      Respond
      Confirm
    • 111. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
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      tom.pattillo@gmail.com
      1. Look
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      2. Engage
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      2. Engage (2)
      • Relaxed
      • 120. Physically get in step
      • 121. Verbally get in step
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      3. Ask
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      4. Listen
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      5. Respond
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      6. Confirm
    • Six Steps to Excellence
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      tom.pattillo@gmail.com
      Practice
      Triads: 3 people will work together
       Activity: Three practice role-plays.
       Roles: Customer
      Customer Service Professional (CSP)
      Observer
       
    • 145. Six Steps to Excellence
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      tom.pattillo@gmail.com
      Situation: Each group will create one scenario and use it for the three role-plays.
       
      Activities: Clarify issues and possible actions
      3 roles plays – each 5 minutes
      Each person plays each role
      Interaction – about 2.5 minutes
      Comments from observer – 1 minute
      Observer card goes to the CSP
    • 146. Six Steps to Excellence
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      tom.pattillo@gmail.com
    • 147. Six Steps to Excellence
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      tom.pattillo@gmail.com
      Evaluation
      One thing you enjoyed.
      One idea you will use.
      An idea you did not understand.
      A skill you would like to improve.
      Comments
      Would you recommend this workshop to others?
    • 148. Six Steps to Excellence
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    • 149. tom.pattillo@gmail.com
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      Six Steps to Excellence
      Reminder Card
      Front
      Back
    • 150. Six Steps to Excellence
      Business Skills Coaching: Improving Performance and Confidence
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      tom.pattillo@gmail.com
      Thank you
      for this opportunity
      to work with you.
    • 151. Six Steps to Excellence
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      tom.pattillo@gmail.com
      Pre-workshop preparation
      Handed out and worked on before the workshop begins
    • 152. Six Steps to Excellence
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      tom.pattillo@gmail.com
      Tent Card
    • 153. Six Steps to Excellence
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