20 th Annual Best Practices & Training Workshop - July 31, 2012 .

20th Annual Best Practices & Training Workshop - July 31, 2012

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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

Barbara J. Dandro, MBAWelcome!


• What is “Attitude”?

• What does it mean to you?

• What contributes to our unique personalities?

• What are characteristics of the

“ideal person”?

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?


“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!

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Specialized Service: the Driving Factor Success Formula

IROP

IROP = Improved Results

Organizationally Personally

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PBC IROP

PBC = Positive Behavior Change

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FIRST RULE OF HOLES

When You’re In One,

Stop Digging OR Sinkingwww.bjdandro.com

Goals = PBC IROP

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S + K + Goals = PBC IROP

S= Skills (How to do it) K= Knowledge (What & When to)

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A (S + K) + Goals = PBC IRO

P

Attitudes (the want & why to)

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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 MaraboliAuthor of Life, the Truth, and Being Free

A (S + K) + Goals = PBC = IROP

v & b 88%B f (C)v= Values b= Beliefs

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f (C)= Function of previous subconscious conditioning

B = Behavior


ENC (Early Negative Conditioning)

23% + 77% - Don’t???


v & b 88%B f (C)

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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 THAT PERSON!?!?

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ENC 23% +

77% -


v & b 88%B f (C)

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v & b 88%B f (C)

+ + + + +

+ + ENC

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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 aspects of their lives."

- William James

Father of American Psychology

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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 attitudeoverall behavior in

each customer encounter.www.bjdandro.com

"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 FieldsOne Smart Cookie, Founder,

baker, chief cookie lover and former Chairman of Mrs. Fields Cookies

Service from the

heart

PAC CommunicationP = Parent ego state: behavior resembling a parent

o Use of words as “cute,” “Sonny,” “ought,” “should,” “must,” “always,” “disgusting,” “naughty,” etc.

o The Parent is never wrong.

A = Adult ego state: thoughtful processing of facts o Consideration of the “here and now” environment includes probability estimating o The Adult says, “I will.”

C = Child ego state: behavior resembles that of childreno Oaths, exclamations, name calling o Use of such words as “gee,” “I'll try,” “maybe,” etc.

Communication, especially Active Listening

Consistent Positive Attitude

Logistics: Good, the bad, and the ugly!

Telephone Etiquette

Language – Word Use

Stress Management

Time Strategies

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Team Discovery Time:

What is Excellence?

TEAM Reports and SUMMARY FOR Specialized Service: the Driving Factor!

Thank you! Barbara J. Dandro, MBA

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20 th Annual Best Practices & Training Workshop - July 31, 2012 .

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Transcript of 20 th Annual Best Practices & Training Workshop - July 31, 2012 .