christopher rausch | master motivators | presentation - exceeding your customer's expectations
DESCRIPTION
A recent workshop I conducted for the United States Postal Customer Council. Focuses: - Customer service - Attitude shifting - Proven ways to exceed expectations - Relationships - CommunicationTRANSCRIPT
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Exceeding Your Customers Expectations!
Proudly Presents
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The Evolution…
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And it’s my problem why???
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Customer service begins with ME!
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Attitude Management
Expectations
The Action Plan
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"If you make customers unhappy in the physical world, they might each tell 6 friends. If you make customers unhappy on the Internet, they can each
tell 6,000 friends."
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How Will They Rate YOU???
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- Dr. Wayne Dyer
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YOURLife
©
CONDITIONING
BELIEFS
ATTITUDES
FEELINGS
ACTIONS
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BACKGROUNDS
WANTS
PERCEPTIONS
EGOS
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EXPECTATIONS
LESS BUSINESS
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= Great Service + Product @ Great Price
= Friendly & Helpful
= Dependability & Reliability
= Experts
= Immediate Access & Replies
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CUSTOMERS
MEMBERS
TEAM
YOU
Diver Acquisition &Retention
Member Acquisition& Retention
Profitable
Global Alignment
Materials Mission Statement: To provide kick-ass service while also providing the bestquality our members deserve!
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Garbage In =
Garbage Out!
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Excuses
Reasons
VS.
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Seek First To Understand
Be Understood
Then
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Do I Want To Be Right?
HAPPY?OR
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Responding
ReactingVersus
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Proactive
Reactive
Vs
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Think With
In Mind
The End
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Team Involvement (Ideas Are FREEEE!)
Survey (team, boss, customers!)
Relationship Expert
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Proactive & Responsive
Make THEM FEEL Special!
Empower & Risks
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Technology & Trends
Stay In Touch!
Be The Expert!
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MORE Services
Recognize & Appreciate
Mission & Vision Statements
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Hindsight is always
20/20
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Attitude Management
Expectations
Ask, Listen, ACTION!
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