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The GEEK Approach to Customer Service<br />A character driven process to increase departmental value.<br />Sean Fretenboro...
Who Are You?<br />
GEEK Definition<br />Dictionary.com, &quot;geek,&quot; in Dictionary.com Unabridged. Source location: Random House, Inc. h...
You Are a GEEK!<br />
GEEKY Stereotypes<br />
Sticky Ideas<br />
Allegory of the Cave 2009<br />
Why is the GEEK Needed Here<br />
Who are our Clients?<br />
How Do We Bring Value to Those Clients?<br />
How Does Perception Lead to Value?<br />
How Does Value Lead to Perception?<br />
What is a Flywheel?<br />Dictionary.com, &quot;flywheel,&quot; in Dictionary.com Unabridged. Source location: Random House...
What are Newton’s Laws of Motion<br />
How Does This Relate to Us? Stopping the Flywheel<br />
How Does This Relate to Us? Starting the Flywheel<br />
How to use the Flywheel principle to become successful.<br />
The GEEK Philosophy<br />
Genuine<br />
Empathy<br />
Enthusiasm<br />
Knowledge<br />
The Show<br />Enotes.com, &quot;All the world&apos;s a stage,&quot; in Enotes.com, Unabridged. Source location: eNotes.com...
Our Role: Concierge<br />
The Geek<br />Perception After<br />Perception Before<br />
Exercise 1Body Language<br />
Voice Inflection<br />
Smile <br />
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The Geek Approach To Customer Service

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After noticing that increased customer service was yeilding positive feedback on the department, the bad instances began to stick out like a sore thumb. This talk was designed to put Customer Service directly in front of Technical People.

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The Geek Approach To Customer Service

  1. 1. The GEEK Approach to Customer Service<br />A character driven process to increase departmental value.<br />Sean Fretenborough<br />Head IT Guy<br />October 22, 2009<br />
  2. 2. Who Are You?<br />
  3. 3. GEEK Definition<br />Dictionary.com, &quot;geek,&quot; in Dictionary.com Unabridged. Source location: Random House, Inc. http://dictionary.reference.com/browse/geek. Available: http://dictionary.reference.com. Accessed: October 20, 2009.<br />
  4. 4. You Are a GEEK!<br />
  5. 5. GEEKY Stereotypes<br />
  6. 6. Sticky Ideas<br />
  7. 7. Allegory of the Cave 2009<br />
  8. 8. Why is the GEEK Needed Here<br />
  9. 9. Who are our Clients?<br />
  10. 10. How Do We Bring Value to Those Clients?<br />
  11. 11. How Does Perception Lead to Value?<br />
  12. 12. How Does Value Lead to Perception?<br />
  13. 13. What is a Flywheel?<br />Dictionary.com, &quot;flywheel,&quot; in Dictionary.com Unabridged. Source location: Random House, Inc. <br />http://dictionary.reference.com/browse/flywheel. Available: <br />http://dictionary.reference.com. Accessed: October 20, 2009.<br />
  14. 14. What are Newton’s Laws of Motion<br />
  15. 15. How Does This Relate to Us? Stopping the Flywheel<br />
  16. 16. How Does This Relate to Us? Starting the Flywheel<br />
  17. 17. How to use the Flywheel principle to become successful.<br />
  18. 18. The GEEK Philosophy<br />
  19. 19. Genuine<br />
  20. 20. Empathy<br />
  21. 21. Enthusiasm<br />
  22. 22. Knowledge<br />
  23. 23. The Show<br />Enotes.com, &quot;All the world&apos;s a stage,&quot; in Enotes.com, Unabridged. Source location: eNotes.com, Inc. http://www.enotes.com/shakespeare-quotes/all-world-s-stage . Available:<br />http://www.enotes.com . Accessed: October 20, 2009.<br />
  24. 24. Our Role: Concierge<br />
  25. 25. The Geek<br />Perception After<br />Perception Before<br />
  26. 26. Exercise 1Body Language<br />
  27. 27. Voice Inflection<br />
  28. 28. Smile <br />

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