CUSTOMER SERVICE
Earl Delatte
AIM HIGH
WHY TEACH
CUSTOMER SERVICE
Lots of lip service.
Million’s of Dollars Spent every year.
$$$$$$$$$$$$$$$$$$$$
So why do we have questionable results?
FIRST HUMAN BEHAVIOR
What is Human Behavior?
Do we really understand it?
How do we tie human behavior to customer
service?
How do we tie Professionalism to Customer
Service?
WHO’S YOUR HERO?
Write it down, be honest, did you pick.
Mom or Dad
Politian
War Hero
Movie Star
Rock Star
Super Hero
PICK AN EVENT
Pick any event or events in history that you would
liked to have witnessed.
Exercise: Write the event on paper
Would you change anything?
What effect would this have on us today?
PICK AN EVENT
IN THE FUTURE
This may be a more difficult exercise than the last.
WHY WAS THIS
SO MUCH HARDER?
Everyday, opportunity knocks
Do We Answer?
Very hard to
predict the future
If we know the past, we can correct our mistakes
along the way and the future becomes a lot easier
to predict.
Some day
someone going
to figure this
out
HIS QUOTE SAYS’ IT ALL
“When we bring a group of people together;
we call it a beginning.”
“Getting a group of people to stay together;
we call it progress.”
“Getting a group of people working together;
we call it success.”
Lou Holtz
WINNING TOGETHER
We’ll Just call it Champions.
GREATEST NATION
IN THE WORLD
Imagi-nation
CONSEQUENCES VS. BEHAVIOR
Actions will always have reactions.
Everything we do will have consequences.
How we except responsibility for our actions
will determine future behavior.
THERE ARE A FEW PEOPLE
WE NEED TO DISCUSS
BREAKDOWN
Those who are right and those who think
they’re right.
Those who lead and those who follow.
“Those who fire the shots and those who
dodge the bullets.” Mart Crim
Ouch
HOW DO WE
TEACH WORK ETHIC
Set the Tone
(We chose to go to the Moon)
Be on Time
Dress appropriate
How well do we prepare
Be Fair
(Treat everyone the same)
WORK ETHIC
A set of values based on hard work and
diligence.
It’s a belief in the moral benefit of hard work
and its ability to enhance character.
Personally accountable and responsible for
the work that one does.
Develop interpersonal skills, initiative, and
dependability.
INTERPERSONAL SKILLS
Habits
(We Are Unaware Of, Actions We Think Go Unnoticed)
Attitudes (Person's Perspective Toward Work Or Life)
Manners (Unenforced Standards Of Conduct Which
Demonstrate That A Person Is Proper, Polite, And Refined)
INTERPERSONAL SKILLS
Appearance (Clothing, Footwear, Haircuts, Body
Paintings, Decorative Objects)
Behaviors (Influenced By Culture, Attitudes, Emotions,
Values, Ethics, Authority)
Communication (Verbal & Non Verbal,
Listening skills)
INITIATIVE
The power or ability to begin or to follow
through energetically with a plan or task.
The ability to act first.
(Those who lead and those who follow)
DEPENDABILITY
Availability
Reliability
Security
VALUES
Values are the ground-rules by which we make
decisions.
Based on right and wrong.
Good vs. evil. (Thou shall or shall not.)
Values tell us when to trade off meeting one
value for that of another.
Integrity
MORALITY
Morals have a greater social element than values
and tend to have a very broad acceptance.
Morals are more about good and evil than values.
We judge more heavily on morals than values.
A person can be described as immoral, yet there is
no word to describe someone that lacks values.
ETHICS
You can have professional ethics, but you
seldom hear about professional morals.
Ethics tend to be arranged into a formal
system, or set of rules which are explicitly
adopted by a group of people.
ETHICS
If you accuse someone of being unethical, it is
equivalent to calling them unprofessional.
May be interpreted as a significant insult and
perceived more personally than if you called
them immoral.
ARISTOTLE (384 BC – 322 BC)
In Aristotle's view, when a person acts in
accordance with his nature and realizes his
full potential, he will do good and be content.
At birth, a baby is not a person, but a
potential person. To become a "real" person,
the child's inherent potential must be
realized.
Self-realization, the awareness of one's
nature and the development of one's talents,
is the surest path to happiness.
AGREE or DISAGREE
Many have argued that the quality and level
of customer service has diminish in recent
years, and that this can be attributed to a lack
of support or perception at the executive or
mid management levels of a business.
st
1
GRADE READER SLIGHTLY
CHAUVINISTIC
Run Dick Run
Look Jane Look
Did Jane ever do anything.
Later In the 1970’s Jane met a new friend named?
Sue
THE FARMER AND THE
BOY IN THE BOG STORY
Helping Others, Inspiration, Gratitude And
Appreciation, Good Comes From Doing Good
Fleming was a poor Scottish farmer. One
day at work in a field he heard a cry for
help. Following the sound, Fleming came
to a deep bog, in which a boy was stuck up
to his chest, screaming and sinking.
Farmer Fleming tied a rope around his
own waist and the other end to a tree, and
waded into the bog.
After a mighty struggle in which it seemed
they would both perish, the exhausted
farmer pulled himself and the boy to safety.
He took the lad back to the farmhouse,
where Mrs. Fleming fed him, dried his
clothes, and when satisfied he had
recovered, sent him on his way home.
The next day a carriage arrived at the
Fleming's humble farmhouse. An welldressed man stepped out and introduced
himself as the father of the boy whom
Fleming had saved. "You saved my son's
life," said the man to Fleming, "How can I
repay you?"
"I don't want payment," Fleming replied,
"Anyone would have done the same."
At that moment, Fleming's own young son
appeared at the farmhouse door. Is he your
son? the man asked. Yes, said Fleming
proudly. I have an idea. Let me pay for his
education. If he's like his father, he'll grow
to be a man we'll both be proud of." And
so he did.
The farmer's son attended the very best
schools, graduated medical college, and
later became the world-renowned Nobel
prize-winning scientist and discoverer of
penicillin, Sir Alexander Fleming.
It is said that many years later, the grown
man who'd been saved from the bog as a
boy, was stricken with pneumonia.
Penicillin saved his life. His name? Sir
Winston Churchill.
TRUE STORY or NOT
WHY DO WE WANT
TO BELIEVE THE STORY
Open Discussion
WHY TEACH CUSTOMER
SERVICE
Lots of lip service.
Million’s of Dollars Spent every year.
$$$$$$$$$$$$$$$$$$$$
So why do we have questionable results??????
WHY TEACH CUSTOMER
SERVICE
First
WALK the TALK
WHY TEACH
CUSTOMER SERVICE
W--- Work Ethic
A --- Attitude
L ---- Lead by Example (Professionalism)
K --- Key to Success (Knowledge)
The
T --- Today’s Generation
A --- Accountability (Lack there of)
L ----Lack of Training (At Home, School, Job)
K --- Know it All
MAKE THE CONNECTION
Customer Relations vs. Professionalism
WHAT IS PROFESSIONALISM
P
R
O
F
E
S
S
I
O
N
A
L
Pride
Reliable
Objective
Fortitude
Efficiency
Solid
Standard
Initiative
Organized
Nucleus
Appearance
Leader
ARE YOU A PROFESSIONAL?
Schools graduate students who cannot
read.
You can miss 30% of the driving-test
answers and still get a driver license.
"Just getting by" is an attitude many
people just accept.
It is the attitude of amateur.
ARE YOU A PROFESSIONAL?
Schools graduate students who cannot read.
You can miss 30% of the driving-test answers
and still get a driver license.
"Just getting by" is an attitude many people
just accept.
ARE YOU A PROFESSIONAL?
How you look, talk, write, act and work
determines whether you are a professional
or an amateur.
Society does not emphasize the importance
of professionalism, so people tend to believe
that amateur work is normal.
Many businesses accept less-than-good
results.
ARE YOU A PROFESSIONAL?
Don't ever do anything as though you were an
amateur.
"Anything you do, do it as a Professional and to
Professional standards.
ARE YOU A PROFESSIONAL?
Develop the frame of mind that whatever you do,
you are doing it as a professional and move up to
professional standards in it.
"Never let it be said of you that you lived the life
of an amateur.
"Professionals see situations and they handle what
they see.
ARE YOU A PROFESSIONAL?
So learn this as a first lesson about life. The only
successful beings in any field, including living itself,
are those who have a professional viewpoint and
make themselves and ARE PROFESSIONALS" — L. Ron
Hubbard
ARE YOU A PROFESSIONAL?
A professional learns every aspect of the job.
An amateur skips the learning process whenever
possible.
A professional carefully discovers what is needed
and wanted.
An amateur assumes what others need and want.
ARE YOU A PROFESSIONAL?
 A professional keeps his or her work area
clean and orderly.
 An amateur has a messy, confused or dirty work
area.
 A professional is focused and clear-headed.
 An amateur is confused and distracted.
 A professional does not let mistakes slide by.
 An amateur ignores or hides mistakes.
 A professional looks, speaks and dresses
like a professional.
 An amateur is sloppy in appearance and
speech.
 A professional jumps into difficult
assignments.
 An amateur tries to get out of difficult
work.
 A professional completes projects as soon
as possible.
 An amateur is surrounded by unfinished
work piled on top of unfinished work.
 A professional remains level-headed and
optimistic.
 An amateur gets upset and assumes the
worst.
 A professional handles money and
accounts very carefully.
 An amateur is sloppy with money or
accounts.
 A professional faces up to other
people’s upsets and problems.
 An amateur avoids others’ problems.
 A professional uses higher emotional tones:
Enthusiasm, cheerfulness, interest,
contentment.
 An amateur uses lower emotional tones:
anger, hostility, resentment, fear, victim.
 A professional persists until the objective is
achieved.
 An amateur gives up at the first
opportunity.
 A professional produces more than
expected.
 An amateur produces just enough to get
by.
 A professional produces a high-quality
product or service.
 An amateur produces a medium-to-low
quality product or service.
 A professional earns high pay.
 An amateur earns low pay and feels it’s
unfair.
 A professional has a promising future.
 An amateur has an uncertain future.
 The first step to making yourself a
professional is to decide you ARE a
professional.
POTENTIAL
Do we nurture our student to achieve their
fullest potential.
Encouragement
Self Pride
Raise the Bar
Reality
RULES
There should be only one Rule!
JUST DO WHAT’S RIGHT
YOUR TURN
WHY IS EXCELLENCE IN SERVICE
HARD TO FIND THESE DAYS?
BASICALLY, THERE ARE TWO PROBLEMS.
1. Employees aren’t taught the basics.
MANAGEMENT DO NOT
ALLOW EMPLOYEES TO
HANDLE A SITUATION
2. How many times have you
heard “that’s not my job; let
me get the manager,” or
“you’ll have to wait until the
boss returns.”
GOOD CUSTOMER SERVICE
SKILLS HELP YOU TO
Keep your customers contented & satisfied!
New customers via word of mouth!
Sell or Produce more product with less sweat!
Ease problem situations and the cost of
resolving them.
1930’s What a Mess!
Their motto “save a little for a rainy day.”
My kids are going to have it better!
1940’s A Call to War
World War II
BABYBOOMERS THEIR MOTTO
Live for today, to hell with tomorrow
attitude.
(Let’s have fun.)
They also asked an embarrassing question
WHY?
Why Do we pollute the lakes.
Why do we do things that way.
Which era MOTTO
Hell no, we won’t go.
Peace and back to Nature.
Which era Motto
It’s Ok just don’t get caught.
Which era MOTTO
Pride (BORN IN THE USA)
WONDER WHY
LITTLE THINGS CAN GET YOUR BLOOD BOILING
Self Check Out
Number System When You’re It
Phone System Without Real Person or worse I
can’t understand a word you’re saying.
Rude People
Spam
Coaches who are clueless
I swear I didn't do anything (it wasn’t me)
WONDER WHY
Texting & Driving
People who ask for your advice and they say
no you’re wrong.
People who are consistently late.
War with Rules
People driving 20 miles per hour under the
speed limit.
1930
1940
1950
1960
1970
1980
1990
QUOTATION
“If what you did yesterday seems big,
then you haven’t done anything today.”
Lou Holtz
2000
END