The document discusses the concept of compassion and love, defining it as relating to others with patience, kindness, humility, and preferring others before oneself. It then provides tips for effective customer service, including being proactive, thinking win-win, seeking first to understand customers, and synergizing by understanding problems and finding solutions. Finally, it discusses the seven habits of highly effective people from the book by Stephen Covey, including being proactive, beginning with the end in mind, putting first things first, thinking win-win, seeking first to understand then be understood, synergizing, and sharpening the saw.

1. Compassion
LOVE IS A WAY OF RELATING TO
ANOTHER PERSON WHICH
CHARACTERIZED BY PATIENCE,
KINDNESS, ACCEPTANCE AND
ENCOURAGEMENT OF ANOTHER’S
SUCESSES, HUMILITY, GENTLENESS,
PREFERRING OF OTHERS BEFORE
ONE’S SELF, MILD MANNERISMS,
FORGIVENESS, TRUST AND
CONSISTENCY.

2. ACES9/06-aah
• A. Ace #1 Trump Card, nothing better.
Assertive, Positive, Confident and
Proactive.
• C. Courage, Commitment to resolve
Challenges, Consistency (say what you
mean, do what you say. Courtesy.
• E. Excellence, Empathy, Efficient/time and
Effective/done.
• S. Smiles: Specialist=Solutions, Smiles:Sensible=Silly
and Sincere, Smiles=Send them home happy.

3. CUSTOMER
SERVICE
EQUALS SUCCESS

4. EFFECTIVE SUCCESS EQUALS MONEY

5. THE SEVEN HABITS OF HIGHLY
EFFECTIVE PEOPLE
• BE PROACTIVE
• BEGIN WITH THE END IN MIND
• PUT FIRST THINGS FIRST
• THINK WIN-WIN
• SEEK FIRST TO UNDERSTAND, THEN
TO BE UNDERSTOOD
• SYNERGIZE
• SHARPEN THE SAW

6. BEING PROACTIVE CAN BE AS SIMPLE AS SMILING
FIRST, NOT WAITING FOR ONE TO BE RETURNED.

7. BEGIN WITH THE END IN MIND. MENTAL CREATION
PROCEDES PHYSICAL CREATION. STRAIGHT AHEAD
POSITIVE OPTIMISTIC THINKING!

8. PUT FIRST THINGS FIRST
• CLIENT/MISSION “ WE PROVIDE
UNMATCHED SERVICE AND
SECURITY SOLUTIONS BY
CREATING AND CULTIVATING
PARTNERSHIPS WITH OUR
SECURITY PROFESSIONALS AND
OUR CLIENTS”.

9. THINK WIN-WIN.THINK WIN-WIN.THINK WIN-WIN.

10. SEEK FIRST TO UNDERSTAND, THEN TO
BE UNDERSTOOD (COMMUNICATION).
Dr. ALBERT MEHRABIAN, A UCLA
PROFESSOR, WROTE ABOUT
COMMUNICATION EFFECTIVENESS:
• 7% DEPENDS ON THE WORDS WE SAY
• 38% DEPENDS ON HOW WE SAY THE
WORDS,
• 55% DEPENDS ON THE NON-
VERBALS-SUCH AS BODY LANGUAGE
AND GESTURES.

11. COMMUNICATION
• GREET PEOPLE/EYE CONTACT
• VALUE PEOPLE/THINK YOU PAY ME!
• ASK HOW TO HELP PEOPLE
• LISTEN TO PEOPLE, THEIR WORDS,
VOICE TONAGE, & BODY LANGUAGE
• HELP PEOPLE, SATISFY THEIR WANTS
& NEEDS, SOLVE THEIR PROBLEMS

12. COMMUNICATION
• INVITE PEOPLE TO HAVE FURTHER
CONTACT, THANK THEM FOR VISITING

13. SYNERGIZE
• UNDERSTAND THE PROBLEM/GET THE FACTS
• IDENTIFY THE PROBLEM/WHAT HAPPENED
• DISCUSS POSSIBLE SOLUTIONS/SUGGEST
OPTIONS. SOLVE THE PROBLEM
• IN THE AVERAGE BUSINESS, EVERY CUSTOMER
WHO BOTHERS TO COMPLAIN, THERE IS 26 WHO
REMAIN SILENT.
• THE AVERAGE “WRONGED” CUSTOMER WILL TELL
8 TO 16 PEOPLE. 10% WILL TELL MORE THAN 20.
• 91% OF UNHAPPY CUSTOMERS WILL NEVER USE
SERVICES/GOODS AGAIN FROM YOU.

14. SYNERGIZE
• U.S. NEWS AND WORLD REPORT
(STATS) WHY CUSTOMER QUIT/LEAVE
• 1% DIE, 3% MOVE AWAY, 5% BECAUSE
OF OTHER RELATIONSHIPS, 9% FOR
COMPETITIVE REASONS, 14%
PRODUCT DEMONSTRATION, AND
68% BECAUSE OF ATTITUDE
INDIFFERENCE TOWARD CUSTOMER
BY SOME EMPLOYEE.

15. SHARPEN THE SAW
CLOSE THE DEAL
YOU CAN’T FAIL IF YOU NEVER STOP TRYING