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I’ve Upped MY Service Excellence UP YOURS! With Andy Edwards

I’ve Upped MY Service Excellence UP YOURS! With Andy Edwards. Explore personal impact Consider ‘Attitude’ and ‘Perception’ Look at influencing skills Discover ‘Motivation’ through self-awareness Pledges…. Objectives. Andy Edwards. Andy Edwards Professional speaker. Trainer Coach

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I’ve Upped MY Service Excellence UP YOURS! With Andy Edwards

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  1. I’ve Upped MY Service Excellence UP YOURS! With Andy Edwards

  2. Explore personal impact Consider ‘Attitude’ and ‘Perception’ Look at influencing skills Discover ‘Motivation’ through self-awareness Pledges… Objectives

  3. Andy Edwards

  4. Andy Edwards Professional speaker

  5. Trainer Coach Author Educator

  6. All Over UK

  7. Amsterdam

  8. Dusseldorf

  9. Barcelona

  10. Dubai

  11. Lisbon

  12. Qatar

  13. Cologne

  14. Marseilles

  15. Belfast

  16. Abu Dhabi

  17. Cannes

  18. Here!

  19. Service Is Judged The Same All Over The World

  20. We are judged on what we DO NOT what we think

  21. The role of BEHAVIOUR

  22. Who Do I like?

  23. Who AM I like?

  24. Fold Your Arms!

  25. Hippocrates 500 BC The Four Humours Choleric Seen as tough-minded Melancholic Serious in approach Concerned with others’ opinions Phlegmatic Outgoing & fun-loving Sanguine

  26. 3 Psychological Preferences Introversion – Extraversion Thinking – Feeling Sensation – Intuition Carl Gustav Jung1875-1961

  27. thinking Cautious Precise Deliberate Formal Analytical Competitive Demanding Determined Strong-willed Purposeful Self Awareness introvert extravert Caring Encouraging Sharing Patient Amiable Demonstrative Expressive Enthusiastic Persuasive Sociable feeling

  28. On a bad day… corollary WEAKNESSES Stuffy Indecisive Suspicious Cold Reserved Aggressive Controlling Driving Overbearing Intolerant Stubborn Docile Bland Plodding Reliant Excitable Flamboyant Indiscreet Frantic Hasty

  29. What each type PRIMARILY wants… CLEAR INFORMATION A QUICK RESULT ASSURANCE & SUPPORT ENJOYABLE INTERACTION

  30. We are a mixture of all four Each has strengths & challenges Our least preferred colour may be the most difficult Service excellence = awareness of differences No ‘Boxes’ Key Learning Points

  31. 20 Page Profiling Kit Your profile + 7 others

  32. Attitude

  33. I’m Busy… WHAT?

  34. How can we help?

  35. “If it falls to your lot to be a street sweeper, sweep streets like Michelangelo painted pictures, sweep streets like Beethoven composed music ... Sweep streets like Shakespeare wrote poetry. Sweep streets so well that all the host of heaven and earth will have to pause and say: Here lived a great street sweeper who swept his job well.”

  36. This is a story about four people, named Everybody, Somebody, Anybody, and Nobody.

  37. There was an important customer to be served, and Everybody was sure that Somebody would do it.

  38. Anybody could have done it, but Nobody did.

  39. Somebody got angry about this, because it was Everybody's job.

  40. Everybody thought Anybody could do it, but Nobody realised that Everybody wouldn't.

  41. It ended up that Everybody blamed Somebody when Nobody did what Anybody could have done.

  42. An opportunity is NEVER missed… …the ones YOU neglect – someone else gets!

  43. People judge your Actions and Words NOT your Plans and Intentions

  44. What’s YOUR part in providing service excellence? How do you know you’re ‘Doing’ it?

  45. a bit crap

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