2. Going the Extra Mile – Customer Service Techniques Nancy Burgos-Johnson Orange County Customer Service Contact Manager

3. Going the Extra Mile – Customer Service The Best Things ■The best thing about your past; ■ Write 2-3 thoughts about the best thing in your past. ■The best thing about your present; ■ Write 2-3 thoughts about the best thing that happened to you within the last 2 weeks. ■The best thing about your future; ■ Write 2-3 thoughts about something good you are planning for your future.

4. Going the Extra Mile – Customer Service Tools & Techniques on how to constantly and consistently exceed customers’ expectations.

5. Going the Extra Mile – Customer Service How Does Disney Do It? ■The Disney Way - Bill CapodagliThe Disney Way - Bill Capodagli

6. Going the Extra Mile – Customer Service “It Comes From the Heart” ■Huh? ■Gather in groups of 3-4 and share what the phrase means to you. (5-7 min) ■Please share (5 min)

7. Going the Extra Mile – Customer Service What is the Fred Factor? ■The Fred Factor - Mark SanbornThe Fred Factor - Mark Sanborn

8. Going the Extra Mile – Customer Service The Fred Principles 1.Everyone makes a difference 2.Success is built on relationships 3.You must continually create value for others, and it doesn’t have to cost a penny 4.You can reinvent yourself regularly

9. Going the Extra Mile – Customer Service “Is it good enough for me?”

10. Going the Extra Mile – Customer Service How Will You Know? ✷ Ask and Measure Customer Satisfaction Survey Goal ✷ Follow Up on Responses Acknowledge Change

11. Nancy Burgos-Johnson Nburgos-johnson@css.ocgov.com (714)347-8215