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Ken Barnes DBA 
Barnes Training and Consulting
 Do you like your Job? 
 Do you need your job? 
 Do you want to be better employee? 
 Note that Unemployment is still high-7.3% (Aug 
2013). Was below 5% during Bill Clinton 
 Someone is ready to get your job. 
 Yes unemployment in health care is 4.9 as at Aug 
2013, but employers want experience. 
 Your family depends on your job 
 Employees don’t want an employee who jumps from 
job to job. 
 So resolve to be a better employee. 
 Resolve to improve on your strength, weaknesses 
and reduce the treats which face your job security.
 You are most likely to succeed in life if you 
use 
Your talent to the fullest. 
 Similarly, you will suffer very few problems if 
you know what your weaknesses are and if 
you manage those weaknesses so that they 
don’t matter in what you do.
 At the hospital the first thing the doctors asks is 
“what is wrong with you?” 
 When your kids are fighting you stop to ask 
“what happened?” 
 When solving any problem, you want to know 
what led to the problem 
 The first step in solving a problem is to 
understand the problem.
 The challenge is as individuals, we are usually 
reluctant to do self assessment to identify our 
weaknesses, strengths threats and 
opportunities. For fear we might be called 
vulnerable and WEAK. 
 In many instances our Ego doesn’t allow us to 
accept the reality and strive to improve. 
 Sometimes ignorance on our part is to 
blame- but “an unexamined life is not worth 
living” 
 Fear of victimization
 The aim of this class is to seek and fix 
 It is to help us know ourselves well as never 
before and in so doing discover ourselves. 
 It is to equip us for the best customer service 
one can get in our industry. 
 It is to make us a better people for our 
spouses', children, siblings and good 
employees
 A SWOT matrix is a framework for analyzing 
your strengths and weaknesses as well as the 
opportunities and threats that you face. 
 This helps you focus on your strengths. 
 Minimize your weaknesses, 
 Take the greatest possible advantage of 
opportunities available to you.
Aimed at helping you to understand your 
Strengths 
 What sets you apart?-What do YOU do well? 
 If you were a product, what will make people 
buy you? 
 What unique resources can you draw on? 
 What do others see as your strengths?
 What advantages do you have that others don't have 
(for example, skills, certifications, education, or 
connections)? 
 What do you do better than anyone else? 
 What personal resources can you access? 
 What do other people (and your boss, in particular) 
see as your strengths? 
 Which of your achievements are you most proud of? 
 What values do you believe in that others fail to 
exhibit? 
 Are you part of a network that no one else is 
involved in? If so, what connections do you have with 
influential people -
 Good customer service skills 
 Ability to work with people 
 Ability to tolerate people 
 Patient 
 Wise 
 Good work ethics 
 Team Player 
 Creative 
 Non –Complaining 
 Ability to put down fire at work place
 A personal weakness is a liability or an area of opportunity for 
growth 
 These are characteristics you could improve upon to increase 
future job opportunities and your net worth. 
 What tasks do you usually avoid because you don't feel confident 
doing them? 
 What will the people around you see as your weaknesses? 
 Are you completely confident in your education and skills 
training? If not, where are you weakest? 
 What are your negative work habits (for example, are you often 
late, are you disorganized, do you have a short temper, or are 
you poor at handling stress)? 
 Do you have personality traits that hold you back in your field? 
For instance, if you have to conduct meetings on a regular basis, 
a fear of public speaking would be a major weakness 
 Where do you have fewer resources than others? 
 What are others likely to see as weaknesses?
 Disorganized 
 Uncomfortable speaking in front of groups, 
 Tendency to procrastinate 
 Poor listener 
 Short tempered 
 Emotional 
 Not able to work with people 
 Not able to tolerate people 
 Always late to appointments 
 Not able to explain things well 
 Trash talker 
 Not a morning person
 What new technology can help you? 
 can you get help from others or from people via the Internet? 
 Is your industry growing? If so, how can you take advantage of the 
current market? 
 Do you have a network of strategic contacts to help you, or offer good 
advice? 
 What trends (management or otherwise) do you see in your company, 
and how can you take advantage of them? 
 Are any of your competitors failing to do something important? If so, 
can you take advantage of their mistakes? 
 Is there a need in your company or industry that no one is filling? 
 Do your customers or vendors complain about something in your 
company? If so, could you create an opportunity by offering a solution 
 What opportunities are open to you? 
 What trends could you take advantage of? 
 How can you turn your strengths into opportunities?
 What obstacles do you currently face at work? 
 Could you lose your position if you don’t improve 
upon your performance 
 Could any of your colleagues be competing with 
you for projects or roles if you don’t sit up? 
 Is your job (or the demand for the things you do) 
changing? 
 Does changing technology threaten your 
position? 
 Could any of your weaknesses lead to threats? –
Now that we know what is causing our ailment What cure do you 
prescribe? 
Which medications could we take? 
 Change of Mind set- eg “ me I cant change mentality” “Me I am not 
a people’s person mentality” 
 Change of attitudes-eg “ the Whatever syndrome” “It is what it is 
cancer” 
 Resolving to change-It’s a personal decision my friends! It is! 
 Training-Availing your self to what we are doing. 
 Reading. 
 Learning from people and friends. 
 Practicing what you are taught.
 Discussion of Personal SWOT Anaysis

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Challenges in Customer Service Delivery- "Know thyself"

  • 1. Ken Barnes DBA Barnes Training and Consulting
  • 2.  Do you like your Job?  Do you need your job?  Do you want to be better employee?  Note that Unemployment is still high-7.3% (Aug 2013). Was below 5% during Bill Clinton  Someone is ready to get your job.  Yes unemployment in health care is 4.9 as at Aug 2013, but employers want experience.  Your family depends on your job  Employees don’t want an employee who jumps from job to job.  So resolve to be a better employee.  Resolve to improve on your strength, weaknesses and reduce the treats which face your job security.
  • 3.  You are most likely to succeed in life if you use Your talent to the fullest.  Similarly, you will suffer very few problems if you know what your weaknesses are and if you manage those weaknesses so that they don’t matter in what you do.
  • 4.  At the hospital the first thing the doctors asks is “what is wrong with you?”  When your kids are fighting you stop to ask “what happened?”  When solving any problem, you want to know what led to the problem  The first step in solving a problem is to understand the problem.
  • 5.  The challenge is as individuals, we are usually reluctant to do self assessment to identify our weaknesses, strengths threats and opportunities. For fear we might be called vulnerable and WEAK.  In many instances our Ego doesn’t allow us to accept the reality and strive to improve.  Sometimes ignorance on our part is to blame- but “an unexamined life is not worth living”  Fear of victimization
  • 6.  The aim of this class is to seek and fix  It is to help us know ourselves well as never before and in so doing discover ourselves.  It is to equip us for the best customer service one can get in our industry.  It is to make us a better people for our spouses', children, siblings and good employees
  • 7.  A SWOT matrix is a framework for analyzing your strengths and weaknesses as well as the opportunities and threats that you face.  This helps you focus on your strengths.  Minimize your weaknesses,  Take the greatest possible advantage of opportunities available to you.
  • 8.
  • 9. Aimed at helping you to understand your Strengths  What sets you apart?-What do YOU do well?  If you were a product, what will make people buy you?  What unique resources can you draw on?  What do others see as your strengths?
  • 10.  What advantages do you have that others don't have (for example, skills, certifications, education, or connections)?  What do you do better than anyone else?  What personal resources can you access?  What do other people (and your boss, in particular) see as your strengths?  Which of your achievements are you most proud of?  What values do you believe in that others fail to exhibit?  Are you part of a network that no one else is involved in? If so, what connections do you have with influential people -
  • 11.  Good customer service skills  Ability to work with people  Ability to tolerate people  Patient  Wise  Good work ethics  Team Player  Creative  Non –Complaining  Ability to put down fire at work place
  • 12.  A personal weakness is a liability or an area of opportunity for growth  These are characteristics you could improve upon to increase future job opportunities and your net worth.  What tasks do you usually avoid because you don't feel confident doing them?  What will the people around you see as your weaknesses?  Are you completely confident in your education and skills training? If not, where are you weakest?  What are your negative work habits (for example, are you often late, are you disorganized, do you have a short temper, or are you poor at handling stress)?  Do you have personality traits that hold you back in your field? For instance, if you have to conduct meetings on a regular basis, a fear of public speaking would be a major weakness  Where do you have fewer resources than others?  What are others likely to see as weaknesses?
  • 13.  Disorganized  Uncomfortable speaking in front of groups,  Tendency to procrastinate  Poor listener  Short tempered  Emotional  Not able to work with people  Not able to tolerate people  Always late to appointments  Not able to explain things well  Trash talker  Not a morning person
  • 14.  What new technology can help you?  can you get help from others or from people via the Internet?  Is your industry growing? If so, how can you take advantage of the current market?  Do you have a network of strategic contacts to help you, or offer good advice?  What trends (management or otherwise) do you see in your company, and how can you take advantage of them?  Are any of your competitors failing to do something important? If so, can you take advantage of their mistakes?  Is there a need in your company or industry that no one is filling?  Do your customers or vendors complain about something in your company? If so, could you create an opportunity by offering a solution  What opportunities are open to you?  What trends could you take advantage of?  How can you turn your strengths into opportunities?
  • 15.  What obstacles do you currently face at work?  Could you lose your position if you don’t improve upon your performance  Could any of your colleagues be competing with you for projects or roles if you don’t sit up?  Is your job (or the demand for the things you do) changing?  Does changing technology threaten your position?  Could any of your weaknesses lead to threats? –
  • 16. Now that we know what is causing our ailment What cure do you prescribe? Which medications could we take?  Change of Mind set- eg “ me I cant change mentality” “Me I am not a people’s person mentality”  Change of attitudes-eg “ the Whatever syndrome” “It is what it is cancer”  Resolving to change-It’s a personal decision my friends! It is!  Training-Availing your self to what we are doing.  Reading.  Learning from people and friends.  Practicing what you are taught.
  • 17.  Discussion of Personal SWOT Anaysis

Editor's Notes

  1. Is your attitude towards customer service hurting you?