1. 7 Habits of Highly Effective Customer Support Organizations Presented By: Hoyt Mann PhaseWare President & Co-Founder

2. HABITS!

3. Introduction & Overview  Stephen R. Covey’s bestseller, The 7 Habits of Highly Effective People®:  Powerful Lessons in Personal Change  Seven traits of successful Customer Support Organizations Powering Every Phase of Customer Support!

4. Habit 1: Proactive Embrace change, harness the power of new technologies Powering Every Phase of Customer Support!

5. Habit 2: Prepare Begin with the end in mind

10. Habit 3: Prioritize - First things First let priorities drive initiatives

12. Habit 4: Positive - Think Win / Win What’s good for your customer is good for you

14. Habit 5: Patience – Seek first to understand

16. Habit 6: People - Synergize 360 degree view of Customer

18. Habit 7: Pause - Sharpen your saw

20. Recap: The 7 Habits Powering Every Phase of Customer Support! Be Proactive Begin with the end in mind Put First things First Think Win / Win Seek First to understand Synergize Sharpen your Saw

21. The Final Result  What works for individuals works well for Customer Support Organizations  Reusing proven, timeless principles of self- improvement  Come Visit Us www.PhaseWare.comwww.PhaseWare.com