1. Emotional Customer Service Presenter: Andrew Sanderbeck People~Connect Institute 2008 Texas Library Association Conference

2. 4 Star Approach to Customer Service Emotional Authentic Recovery Experience The Fish Normally Rots from the Head Down. – Ned Parks, Consultant

3. Emotional Customer Service Think James Brown

4. Emotional Customer Service Feelings Thoughts Behaviors Outcomes/Events Belief Systems

5. Emotional Customer Service Your customers only care what you know when they know that you care What does that mean to you?

6. Emotional Customer Service Seek First to Understand, then to be Understood Respond Judge One Goal: Understand (even if you disagree)

7. Emotional Customer Service The Platinum Rule Do unto others as they would have done unto them. How does that apply to Customer Service?

8. Emotional Customer Service Making the customers feel welcomed and appreciated

9. Emotional Customer Service Body Language

10. Emotional Customer Service The Customer Experience Service is often seen as merely Task/Transaction Experience is created by consistently exceeding customer physical AND emotional expectations. Expectations: Judgment customers make as they do business with you. Challenges to look at service from out-side in. What are the customers physical/emotional expectations at each moment of contact/connection. Source: Center for Inner Quality report for LPL

11. Making Your Library #3?

12. Group Discussion Visions of Retail Establishments You Should Care…Its Your Competition

13. Emotional Customer Service Noticed how what happened created a general feeling which either precipitated customers wanting to come back or not.

14. Emotional Customer Service Customer Complaints Service Failures Employee Problems Customer Satisfaction Library Usage

15. Emotional Customer Service What to do when the other party doesnt want to cooperate or problem solve Keep Your Focus Partner Against the Problem Increase Their Willingness

16. Emotional Customer Service A Formula to Remember E + R = O

17. Emotional Customer Service Situations of conflict come into your life for only one reason: To help you to grow. - Michael Byers, Actor in 14 Movies and 6 Broadway Plays

18. Emotional Customer Service Benefits of Building Relationships with Our Customers

19. Emotional Customer Service You Make a Difference

20. Contact Andrew Sanderbeck andrew@andrewsanderbeck.com www.peopleconnectinstitute.com Sign-up for Andrews Free E- Newsletter Today! Thank You for Attending!!