1. How To Provide Gold Standard Customer Service featuring Lisa Ford
Establishing Goals And Priorities featuring Zig Ziglar

2. How to Provide Gold Standard Customer Service featuring Lisa Ford
“If you sincerely believe that ‘the
customer is king,’ the second most
important person in this kingdom must
be the one who has a direct interaction
on a daily basis with the king.”
Michel Bon, CEO, France Télécom

3. Why This Subject Is Important
We exist in business to serve customers and to sell products or services that they need or want.
Even if we provide “satisfactory” service, our customers may still switch to the competition.

4. Success Stories Previous topics included:
- Motivation / Emotional Intelligence
- Managing Diverse Personalities / Stress
Share how you successfully used an idea from a previous topic.

5. What’s in a Name?
Using your name, create phrases that spell out service-oriented actions. For example, if your name is MARY:
Motivated to Serve Ask if there’s anything else I can do Respect the customer’s needs Yelling does not solve problems

6. Session Agenda Learning Goals / Meeting Opener Session Presentation
Individual and Group Exercises
Review Learning Goals / Closing Remarks
Personal Action Plan / Session Evaluation

7. Session Learning Goals
By the end of this session, you will learn how:
To apply the 5 Gold Standard Service rules.
To identify your internal, external customers.
To recognize 3 types of service behavior.
To apply the Rule of Empathy.

8. Meeting Opener
Who are your external customers? Who are your internal customers?
How do you try to retain your existing customers?
Share your ideas in your groups.

9. Key Ideas and Application
Write down the important idea(s) from the presentation and how to apply them to your company or team.
Share your idea(s) with your group.

10. Entertainment Vs. Education
We go to a class, watch videos, discuss concepts and share ideas with others.
Then we return to our office and do things the same old way.
Education:
We go to a class, watch videos, discuss concepts and share ideas with others.
Then we return to our office and implement new ideas, techniques, and strategies that improve performance.

11. Group Discussion: Key Ideas/Application

12. Exercise Responsiveness Example Service Level Which Rule Applies Most?
New Copier Delivered 2 Days Late
Indifferent
Reliability
Wrong Size Boxes Sent to Shipping
Competent
Cannot Reach “Live” Person on Phone
Rude / Indifferent
Responsiveness

13. Exercise 5 Rules of Gold Standard Customer Service 1-10
Reliability: Be consistent; follow the “Grandmother Rule”
Responsiveness: Act fast and consider the human side
Making Customers Feel Valued: Have all customers think they are the most important customer
Empathy: Understand the customers’ situation
Competency: Have the first person solve the problem

14. Rule of Empathy Exercise Imagine that you received these calls.
How would you respond with empathy?
Script responses and discuss them.

15. Personal Action Plan Based on today’s session:
What will you START doing?
What will you STOP doing?
What will you CONTINUE to do?

16. In Our Training Next Month...
In a 2002 survey published in USA Today, executives picked the three most-important qualities for a leader to possess in tough times. Two of those three qualities -- being a visionary and effective communication -- relate to our February session with Bob Johnson.
Learn 19 “Classic Negotiation Strategies” with video presenter Harvey Mackay.