1. Getting the Most Out of Customer Interactions

2. Welcome Welcome! Facilitator: Tracy Laycock

3. Supplemental Resources Center on Community Living and Careers (CCLC) Web site Leadership Academy Courses in OnCourse

4. Professionalism and Good Business Sense

5. Professionalism – Definition Business Dictionary.com: Meticulous adherence to undeviating courtesy, honesty, and responsibility in one's dealings with customers and associates, plus a level of excellence that goes over and above the commercial considerations and legal requirements.

6. Importance of Professionalism Ensures good performance by all Ensures good team spirit Keeps employees motivated Ensures justice to everyone’s efforts Maintains the right amount of communication

7. Professionalism Tips Make excellence your goal Get your basics right Take your job seriously Switch off personal problems Focus on your work Be willing to learn Be a team player Enjoy what you do

8. Professionalism vs. Customer Service Are professionalism and good customer service the same or different?

9. Barriers to Good Customer Service Human Barriers Environmental Barriers

10. First Impressions

11. The first 30 seconds No second chances Some tips to remember – Focus on the other person’s needs – Demonstrate good listening skills – Check your appearance – Remember names

12. Elements of Communication Body language Voice tone Words

13. Body Language

14. Voice Tone Three types: – Negative – Neutral – Positive Other voice tone techniques: – Meet the pace of the consumer – Gain attention by changing your volume – Use emphasis and inflection to convey interest and concern

15. Words Use positive phrasing to show consumers that you care: – Acknowledging phrases – Affirming phrases – Assuring phrases

16. Dealing with Difficult People

17. Some Truths About Difficult People

18. DISC Behavior Model Based on psychological theory developed in the 1920s Describes a person’s natural reaction mode or behavioral style in different situations Provides a tool to help understand one’s own and other’s behavior

19. DISC Behavior Model D – Dominance Emphasis: Shaping the environment by overcoming opposition and challenges I – Influence Emphasis: Shaping the environment by influencing or persuading others S – Steadiness Emphasis: Cooperating with others within existing circumstances to carry out the task C – Conscientiousness Emphasis: Working conscientiously within existing circumstances to ensure quality and accuracy

20. DISC Behavior Model D – Style – Decisive, tough – Strong-willed – Competitive, demanding – Independent, self-centered – Under pressure: shows lack of concern – Fear: loss of control – Relating to D Behavior: be direct, straightforward, and open to their needs for results

21. DISC Behavior Model I – Style – Sociable – Talkative, open – Enthusiastic, energetic – Persuasive – Under pressure: disorganized – Fear: social rejection – Relating to I behavior: be friendly, emotionally honest, and recognize contributions

22. DISC Behavior Model S – Style – Calm, steady – Careful, patient – Family-oriented – Good listener, modest, trustworthy – Under pressure: too willing – Fear: loss of stability – Relating to S behavior: be relaxed, agreeable, cooperative, and show appreciation

23. DISC Behavior Model C – Style – Precise – Follows rules – Logical, careful – Formal, disciplined – Under pressure: overly critical – Fear: criticism of work – Relating to C behavior: minimize socializing, give details, and value accuracy

24. Emotional Hot Buttons Do Any of These Behaviors Bother You? “You never/always….”Know-it-all attitudes “Shut up!”Bad grammar “What you should do is….”Whining “If I were you….”Pushy individuals “I don’t know.”Others?

25. Dealing with Difficult People Tips for dealing with the occasionally difficult person 1.Separate personality from behavior. 2.Don’t take it personally. 3.Try to see his or her perspective. 4.Be patient. 5.Take a break and try again later.

26. Conclusion Thank you for your time. We look forward to your participation in future webinars. Remember to access the CCLC Web site or the Leadership Academy Course in OnCourse to find resources and a link to a survey about this session.