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Specialized Service: the Driving Factor

Specialized Service: the Driving Factor. 20 th Annual Best Practices & Training Workshop - July 31, 2012. Specialized Service: the Driving Factor. “The golden rule for every business man is this: Put yourself in your customer's place.“ - Orison Swett Marden Founder of Success Magazine.

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Specialized Service: the Driving Factor

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  1. www.bjdandro.com Specialized Service: the Driving Factor 20th Annual Best Practices & Training Workshop - July 31, 2012

  2. Specialized Service: the Driving Factor “The golden rule for every business man is this: Put yourself in your customer's place.“ - Orison SwettMarden Founder of Success Magazine

  3. Specialized Service: the Driving Factor • Welcome! • What is “Attitude”? • What does it mean to you? • What contributes to our unique personalities? • What are characteristics of the “ideal person”? • Barbara J. Dandro, MBA

  4. Ever have one • of those days? • We all have! • What/who should get the “blame”? • AND what/who should not? • What is the “trickle down” effect?

  5. www.bjdandro.com Specialized Service: the Driving Factor “The state of your life is nothing more than a reflection of your state of mind.”-  Dr. Wayne Dyer Known as the “father of motivation” It’s a great day!

  6. www.bjdandro.com Specialized Service: the Driving Factor Success Formula IROP IROP = Improved Results Organizationally Personally

  7. www.bjdandro.com Specialized Service: the Driving Factor Success Formula PBC IROP PBC = Positive Behavior Change

  8. www.bjdandro.com FIRST RULE OF HOLES When You’re In One, Stop Digging OR Sinking

  9. www.bjdandro.com Specialized Service: the Driving Factor Success Formula Goals = PBC IROP

  10. www.bjdandro.com Specialized Service: the Driving Factor Success Formula S + K + Goals = PBC IROP S= Skills (How to do it) K= Knowledge (What & When to)

  11. www.bjdandro.com Specialized Service: the Driving Factor A (S + K) + Goals = PBC IROP Attitudes(the want & why to)

  12. A Success Tactic "It only takes a split second to smile and forget, yet to someone that needed it, it can last a lifetime." - Steve Maraboli Author of Life, the Truth, and Being Free

  13. www.bjdandro.com Specialized Service: the Driving Factor Success Formula A (S + K) + Goals = PBC = IROP v & b 88%B f (C) v= Values b= Beliefs f (C)= Function of previous subconscious conditioning B = Behavior

  14. www.bjdandro.com Specialized Service: the Driving Factor Success Formula A (S + K) + Goals = PBC = IROP v & b 88%B f (C) ENC (Early Negative Conditioning) 23% + 77% -Don’t???

  15. www.bjdandro.com Early Childhood Conditioning BITE OFF MORE THAN ... WRITE ON THE... SPEAK UNLESS YOU’RE... DON’T GO WHERE... TALK TO... TALK CHILDREN, YOU SHOULD BE SEEN… GO INTO THAT CAREER! MARRY THATPERSON!?!?

  16. www.bjdandro.com Specialized Service: the Driving Factor Success Formula A (S + K) + Goals = PBC = IROP v & b 88%B f (C) ENC 23% + 77% -

  17. www.bjdandro.com Specialized Service: the Driving Factor Success Formula A (S + K) + Goals = PBC = IROP v & b 88%B f (C) + + + + ++ + ENC

  18. www.bjdandro.com The Power of Choices "The greatest discovery of our generation is that human beings, by changing the inner attitudes of their minds, can change the outer aspectsof their lives." - William James Father of American Psychology

  19. www.bjdandro.com Specialized Service: the Driving Factor for Customer Service Excellence Customer Service Excellence begins with: • using correct words with • the right connotations which are then • demonstrated in • appropriate actions • a positive attitude • overall behavior in each customer encounter.

  20. "When you're taking care of the customer, you can never do too much. And there is no wrong way ... if it comes from the heart.” - Debbi Fields One Smart Cookie, Founder, baker, chief cookie lover and former Chairman of Mrs. Fields Cookies Service from the heart

  21. PAC Communication P = Parent ego state: behavior resembling a parent • Use of words as “cute,” “Sonny,” “ought,” “should,” “must,” “always,” “disgusting,” “naughty,” etc. • The Parent is never wrong. A = Adult ego state: thoughtful processing of facts • Consideration of the “here and now” environment • includes probability estimating • The Adult says, “I will.” C = Child ego state: behavior resembles that of children • Oaths, exclamations, name calling • Use of such words as “gee,” “I'll try,” “maybe,” etc.

  22. www.bjdandro.com Team Discovery Time: • Communication, especially Active Listening • Consistent Positive Attitude • Logistics: Good, the bad, and the ugly! • Telephone Etiquette • Language – Word Use • Stress Management • Time Strategies

  23. What is Excellence? TEAM Reports and SUMMARY • FOR Specialized Service: the Driving Factor! • Thank you! • Barbara J. Dandro, MBA • www.bjdandro.com

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