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

2. 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.

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

4. 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

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

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

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

8. 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.

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

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

11. 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

12. 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

13. Contact Information
Mark Isaac, Consultant/Lead Facilitator
Gorman Business Consultants
(651)
Join me on Twitter; mark_isaac
And on LinkedIn; mark isaac
1/11/2019