1. The Culture of FANTASTIC CUSTOMER SERVICE Thomas N. Davidson, J.D. Some material is sourced from TRF customer service slides in the public domain.

2. PLAY/ENJOY YOUR JOB

3. LOOKERS & RUNNERS Work environments that put people in slots and are driven by excessive rules:  Restricts creativity;  Adds frustration;  Causes conflict amongst workers;  Reduces quality service.

4. DRIVERS OF PERFORMANCE Do we know the expectations of our jobs? Do we know the mission? Are we committed to accomplishing mission and goals? Are we disciplined to get there?

5. MAKE THEIR DAY TREATING OUR CUSTOMERS WITH Caring and Professional Service Flexibility Problem Solving Service Recovery

6. SEVEN DEADLY SINS OF CUSTOMER SERVICE Manual page 19

7. DEADLY SIN #1 APATHY

8. DEADLY SIN #2 BRUSH OFF

9. DEADLY SIN #3 COLDNESS

10. DEADLY SIN #4 CONDESCENSION

11. DEADLY SIN #5 ROBOTISISM

12. DEADLY SIN #6 RULE BOOK

13. And FINALLY #7 RUN-AROUND

14. WHAT DO OUR CUSTOMERS WANT? Needs: Basic service Expectations: Quality Value Added: Customer delighters To determine: we must ask them and continue to ask them.

15. FISH PHILOSOPHY #3

16. HOW WE COMMUNICATE Skill% Time UsedYears of Training Writing9%12 years Reading16%6-8 years Speaking35%1-2 years Listening40%Less than ½ year Manual page 25

17. WHY IS LISTENING SO HARD?  We are capable of speaking 100-125 words per minute.  We can hear at about 200 words per minute.  Our brains can process information at 500 words per minute.

18. BUILDING TRUST THROUGH EFFECTIVE COMMUNICATION

19. Design communications that build trust Writing Reading Speaking As an organization: Which skill needs the most improvement to attain Fantastic Customer Service?

20. BODY LANGUAGE 7% 38% 55% Communication is: 7% Words; 38% Sounds 55% nonverbal

21. ARE YOU A GOOD LISTENER?

22. LEVELS OF LISTENING IGNORING PRETEND SELECTIVE ATTENTIVE REFLECTIVE--EMPHATHIC

23. BEING THERE FOR FANTASTIC CUSTOMER SERVICE