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MTA

MTA. Fall Office Managers Conference  Chase on the Lake Walker, MN October 14-16, 2009. Twenty Years!!!!. The Time Management Guy The Mission Statement Guy Worked with Salespeople Worked with Managers and Executives

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MTA

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  1. MTA Fall Office Managers Conference  Chase on the Lake Walker, MN October 14-16, 2009

  2. Twenty Years!!!! • The Time Management Guy • The Mission Statement Guy • Worked with Salespeople • Worked with Managers and Executives • Here’s the difference, Salespeople have a logical, repeatable, process that Managers don’t.

  3. My promise to you…. • Participate in the discussions • What you will learn today will benefit you personally as well as professionally

  4. Numbers to Know • 90% of the public forms their opinion of a company based on the customer service experience • 60% of the public will terminate a relationship with a company based on a bad customer service experience • 70% of companies think they already deliver great service • BUT, only 46% of customers report satisfaction

  5. Customer Service defined The sum total experience of us meeting and exceeding the customers’ intellectual and emotional needs.

  6. The Quality Model Quality Prevention Hilton Mgmt. Front Desk Me Exceptional Cus. Ser. Customer Service

  7. Maturity Ladder Leader Creative Outcomes Ask/Listen/Respond Mutual Benefits Works Independently Personal Management Big Picture Thinking Response-able Needs Supervision

  8. Engaged Employees • Know what expected of them. • Have the resources to get the job done. • Receive regular praise. • Know their opinion matters. • Know their manager or supervisor cares. • Have regular discussions with their boss.

  9. MBA • Desired Results; Keep it Simple • Guidelines; Paint Big Pictures • Resources; List Yourself, Value their input • Accountability; Be There!! • Consequence; Stated last

  10. Positive Feedback • Tell them what you observed • Ask, “What did you like about what you did?” • “What else? • “What else? • “What would you do differently?” • Summarize

  11. Confronting Non-Performance • Identify the Cause • Describe the Situation • Ask for the employee's reaction • “Tell me about it.” • “What can we do to deal with this issue? • They state the solution • Summarize in the form of the MBA

  12. Expand Your Influence • Set the Example • Ask Affirming Questions • Keep your Promises • Three Types we Break • Over-Promising • Promises we make for others • Promises we make to ourselves

  13. Contact Information Mark Isaac, Consultant/Lead Facilitator Gorman Business Consultants (651)450-2328 mark@gormanbusinessconsultants.com www.gormanbusinessconsultants.com Join me on Twitter; mark_isaac And on LinkedIn; mark isaac

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