The courteous plumber knows customer service.mrrooteruniversity.learningzen.com/€¦ · The...
Transcript of The courteous plumber knows customer service.mrrooteruniversity.learningzen.com/€¦ · The...
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The courteous plumber knows customer service.
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Group Question
How do YOU provide exceptional customer service?
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Attitude Which statement best describes your overall attitude about your career? A. Without work, I'd feel empty and life would have little meaning. B. I work to pay the bills. C. My career is a fulfilling part of my life. I derive a great deal of satisfaction and enjoyment from my work, as I do from other parts of my life. D. I've done a lot of different kinds of work, but I haven't found anything I'd commit to for the long-term.
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Without the right attitude…
you may have a few challenges.
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Attitude
Components that make up attitudes.
Emotional Component:
How the object, person, issue or event makes you feel.
Cognitive Component: Your thoughts and beliefs about the subject.
Behavioral Component: How the attitude influences your behavior.
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WRONG
Don’t get my personality and my attitude twisted, because my personality is ME, and my attitude depends on YOU!
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RIGHT
Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. -Thomas Jefferson
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Preparation
Clean Company Approved
Uniform
Clean Company Approved Hat
Clean, Well Stocked Van
Clean Company Approved Mat
Clean, Fully Operational Diagnostic Bag
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Of all the things you wear, your expression is the most important.
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Park in the street in full view of the Customer’s front door. Why?
1Upon Arrival
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2 The Approach
Present a Professional
Image Immediately.
How?
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Exceptional Customer Service Includes:
• On time arrival • Cleanliness • A positive attitude • Understanding the customer’s mindset • The ability to start work immediately • Offering more than just plumbing services
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Mr. Rooter Mantra:
We make it right by creating outstanding experiences!
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How will you offer an outstanding customer experience this week?
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The courteous plumber knows customer service.