“Nothing happens until someone sells something!” Customer Service “Let’s Get Back To It” “Nothing happens until someone sells something!”

Jim Bartz Manager of Instruction Director of Sales Training Dale Carnegie – North Texas 25+ Years Sales and Training Detroit, Knoxville, Houston, Denver, Dallas

“Great Meeting! Better Than I Expected”

“Doing the same thing and expecting different results!” “Are You Insane?” “Doing the same thing and expecting different results!”

Customer Service Success Attitude Skills 85% Knowledge

The Titanic Theory 50% 10% 15% 90% 85%

Control Your Destiny! Yeah, I can do that!

What is “customer service”?

What activities do you consider to be “customer service” activities?

5 Tips To Improve Customer Service Send a thank you note – handwritten Meet more people at each client site Ask what else you can do to improve Have customer service training Set customer service goals

How do you measure or know how effective it is? Customer Service How do you measure or know how effective it is?

Nine Ideas That Have Helped Over 100,000,00 People

Rapport and Trust Pitcher Catcher 1st Base 2nd Base Short Stop 3rd Base Left Field Center Field Right field 3 Golden Horseshoes Bouquet of Roses Americas Most Wanted John Walsh Genuine Leather Check Book Wal-Mart Smiley Face Naked Person With Name Tags Dumbo – Walkman Headset Olde Tyme Microphone WIIFM Bottle of Viagra

Pitcher 3 Golden Horseshoes “Don’t criticize, condemn or complain.”

Catcher Bouquet of Roses “Give honest and sincere appreciation.”

1st Base “Arouse in the other person an eager want.” America’s Most Wanted John Walsh “Arouse in the other person an eager want.”

“Become genuinely interested 2nd Base Genuine Leather Checkbook “Become genuinely interested in the other person.”

Short Stop Wal-Mart Smiley Face “Smile”

“Use the other person’s 3rd Base Naked person with name tags “Use the other person’s name and use it often.”

Left Field “Be a good listener. Encourage the other person Dumbo with Walkman Headset “Be a good listener. Encourage the other person to talk about themselves.”

the other persons interests.” Center Field Olde Tyme Microphone WIIFM “Talk in terms of the other persons interests.”

“Make the other person feel important and do it sincerely.” Right Field Bottle of Viagra “Make the other person feel important and do it sincerely.”

They just have impotent goals – move them to action.” “People are not lazy! They just have impotent goals – that is goals that do not move them to action.” - Anthony Robbins

SMART Goals Specific Measurable Attitude Ritten Time-specific

One Activity That Will Build Customer Loyalty

Compliments Specific - respect, like, admire Why you say that Have Know Do Are Why you say that Ask a question about #2 above

“Nothing happens until someone sells something!” Customer Service “Let’s Get Back To It” “Nothing happens until someone sells something!”