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

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

3. “Great Meeting!
Better Than I Expected”

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

5. Customer Service Success
Attitude
Skills
85%
Knowledge

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

7. Control Your Destiny!
Yeah, I can do that!

8. What is “customer service”?

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

10. 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

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

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

13. 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

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

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

16. 1st Base “Arouse in the other person an eager want.”
America’s Most Wanted John Walsh
“Arouse in the
other person
an eager want.”

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

18. Short Stop
Wal-Mart Smiley Face
“Smile”

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

20. 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.”

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

22. “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.”

23. 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

24. SMART Goals
Specific
Measurable
Attitude
Ritten
Time-specific

25. One Activity That Will Build Customer Loyalty

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

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