Fall Office Managers Conference MTA Fall Office Managers Conference  Chase on the Lake Walker, MN October 14-16, 2009

Twenty Years!!!! The Time Management Guy The Mission Statement Guy Worked with Salespeople Worked with Managers and Executives Here’s the difference, Salespeople have a logical, repeatable, process that Managers don’t.

My promise to you…. Participate in the discussions What you will learn today will benefit you personally as well as professionally

Numbers to Know 90% of the public forms their opinion of a company based on the customer service experience 60% of the public will terminate a relationship with a company based on a bad customer service experience 70% of companies think they already deliver great service BUT, only 46% of customers report satisfaction

Customer Service defined The sum total experience of us meeting and exceeding the customers’ intellectual and emotional needs.

The Quality Model Quality Prevention Hilton Mgmt. Me Front Desk Me Exceptional Cus. Ser. Customer Service

Maturity Ladder Leader Creative Outcomes Ask/Listen/Respond Mutual Benefits Works Independently Personal Management Big Picture Thinking Response-able Needs Supervision

Engaged Employees Know what expected of them. Have the resources to get the job done. Receive regular praise. Know their opinion matters. Know their manager or supervisor cares. Have regular discussions with their boss.

MBA Desired Results; Keep it Simple Guidelines; Paint Big Pictures Resources; List Yourself, Value their input Accountability; Be There!! Consequence; Stated last

Positive Feedback Tell them what you observed Ask, “What did you like about what you did?” “What else? “What would you do differently?” Summarize

Confronting Non-Performance Identify the Cause Describe the Situation Ask for the employee's reaction “Tell me about it.” “What can we do to deal with this issue? They state the solution Summarize in the form of the MBA

Expand Your Influence Over-Promising Promises we make for others Set the Example Ask Affirming Questions Keep your Promises Three Types we Break Over-Promising Promises we make for others Promises we make to ourselves

Contact Information Mark Isaac, Consultant/Lead Facilitator Gorman Business Consultants (651)450-2328 mark@gormanbusinessconsultants.com www.gormanbusinessconsultants.com Join me on Twitter; mark_isaac And on LinkedIn; mark isaac 1/11/2019