Compassion

LOVE IS A WAY OF RELATING TO ANOTHER PERSON WHICH CHARACTERIZED BY PATIENCE, KINDNESS, ACCEPTANCE AND ENCOURAGEMENT OF ANOTHER’S SUCESSES, HUMILITY, GENTLENESS, PREFERRING OF OTHERS BEFORE ONE’S SELF, MILD MANNERISMS, FORGIVENESS, TRUST AND CONSISTENCY.

ACES9/06-aah

• A. Ace #1 Trump Card, nothing better. Assertive, Positive, Confident and

Proactive.

• C. Courage, Commitment to resolve Challenges, Consistency (say what you mean, do what you say. Courtesy.• E. Excellence, Empathy, Efficient/time and Effective/done.• S. Smiles: Specialist=Solutions, Smiles:Sensible=Silly and Sincere, Smiles=Send them home happy.

CUSTOMER SERVICE

EQUALS SUCCESS

EFFECTIVE SUCCESS EQUALS MONEY

THE SEVEN HABITS OF HIGHLY EFFECTIVE PEOPLE

• BE PROACTIVE• BEGIN WITH THE END IN MIND• PUT FIRST THINGS FIRST• THINK WIN-WIN• SEEK FIRST TO UNDERSTAND, THEN

TO BE UNDERSTOOD• SYNERGIZE• SHARPEN THE SAW

BEING PROACTIVE CAN BE AS SIMPLE AS SMILING FIRST, NOT WAITING FOR ONE TO BE RETURNED.

BEGIN WITH THE END IN MIND. MENTAL CREATION PROCEDES PHYSICAL CREATION. STRAIGHT AHEAD

POSITIVE OPTIMISTIC THINKING!

PUT FIRST THINGS FIRST

• CLIENT/MISSION “ WE PROVIDE UNMATCHED SERVICE AND SECURITY SOLUTIONS BY CREATING AND CULTIVATING PARTNERSHIPS WITH OUR SECURITY PROFESSIONALS AND OUR CLIENTS”.

THINK WIN-WIN.THINK WIN-WIN.THINK WIN-WIN.

SEEK FIRST TO UNDERSTAND, THEN TO BE UNDERSTOOD (COMMUNICATION).

Dr. ALBERT MEHRABIAN, A UCLA PROFESSOR, WROTE ABOUT COMMUNICATION EFFECTIVENESS:

• 7% DEPENDS ON THE WORDS WE SAY• 38% DEPENDS ON HOW WE SAY THE

WORDS,• 55% DEPENDS ON THE NON-VERBALS-

SUCH AS BODY LANGUAGE AND GESTURES.

COMMUNICATION

• GREET PEOPLE/EYE CONTACT

• VALUE PEOPLE/THINK YOU PAY ME!

• ASK HOW TO HELP PEOPLE

• LISTEN TO PEOPLE, THEIR WORDS, VOICE TONAGE, & BODY LANGUAGE

• HELP PEOPLE, SATISFY THEIR WANTS & NEEDS, SOLVE THEIR PROBLEMS

COMMUNICATION

• INVITE PEOPLE TO HAVE FURTHER CONTACT, THANK THEM FOR VISITING

SYNERGIZE

• UNDERSTAND THE PROBLEM/GET THE FACTS• IDENTIFY THE PROBLEM/WHAT HAPPENED• DISCUSS POSSIBLE SOLUTIONS/SUGGEST

OPTIONS. SOLVE THE PROBLEM• IN THE AVERAGE BUSINESS, EVERY CUSTOMER

WHO BOTHERS TO COMPLAIN, THERE IS 26 WHO REMAIN SILENT.

• THE AVERAGE “WRONGED” CUSTOMER WILL TELL 8 TO 16 PEOPLE. 10% WILL TELL MORE THAN 20.

• 91% OF UNHAPPY CUSTOMERS WILL NEVER USE SERVICES/GOODS AGAIN FROM YOU.

SYNERGIZE

• U.S. NEWS AND WORLD REPORT (STATS) WHY CUSTOMER QUIT/LEAVE

• 1% DIE, 3% MOVE AWAY, 5% BECAUSE OF OTHER RELATIONSHIPS, 9% FOR COMPETITIVE REASONS, 14% PRODUCT DEMONSTRATION, AND 68% BECAUSE OF ATTITUDE INDIFFERENCE TOWARD CUSTOMER BY SOME EMPLOYEE.

SHARPEN THE SAWCLOSE THE DEAL

YOU CAN’T FAIL IF YOU NEVER STOP TRYING