Coeur d’Alene, Idaho - airs.org NWAIRS Customer Service.pdf · · 2014-10-27Verbal Judo for...
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Welcomes you to beautiful Coeur d’Alene, Idaho
Transcript of Coeur d’Alene, Idaho - airs.org NWAIRS Customer Service.pdf · · 2014-10-27Verbal Judo for...
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!
