Welcomes you to beautiful Coeur d’Alene, Idaho

Thank You!

The Six

Most Important

Words in

Business:

Be Prepared,

Never

Assume

and…

PRACTICING CUSTOMER SERVICE

The 3 Types of People & The 3 Roadblocks Let’s pair up for the secret to motivating others!

The 5 Appearances we expect:

Appear

Appear

Healthy

Appear

Interested

Appear

Knowledgeable

Appear

Professional

The Customer comes LAST?!?

We must focus on the first customers first.

“DON’T SHARE YOUR PROBLEMS WITH OTHERS.

80% DON’T CARE AND 20% ARE GLAD YOU HAVE THEM.”

Lou Holtz

ARE YOU A ‘D’ OR AN ‘R’?

What we Do is the End Result of our work.

Great customer service begins with understanding these...

Air – Water – Food - Sex

Safety - Security

Social

Self Esteem

Self Actualization

(Purpose)

One word defines true communication

Understanding.

Dealing with Difficult People

1. It’s probably not you

2. Make it interesting.. Consider them.

3. DP’s kill 45 minutes faster than anything

Verbal Judo for Negative interaction

Don’t say “I’m sorry”

..when you can say “I wish”

TECHNOLOGY & CUSTOMER SERVICE

“Email is for wimps.”

Donald Trump

Two great secrets to customer service

Two great secrets to customer service

Chemistry.

Best lesson?

What should I keep saying?

Thank You

Again!

pat@activatingpeople.com