JYS Consultants–PosiPower Concepts, Inc.
www.posipowerconcepts.com
OUR CUSTOMERS DESERVE THE BEST
Presented By
Jordana Y. Shakoor, President
JYS Consultants-PosiPower Concepts, Inc.
Our Customers Deserve the BEST
Feeling good about oneself is the first step in providing excellent service. Our strategy is
to help meet the expectations of our customers internally and externally. Our customers
deserve the best from a positive and a professional staff that is committed to excellence.
Our customers are also each other and our referral agencies. Through group discussions,
we identify the needs of families, caregivers, co-workers, children and the significance of
good customer service. This course will also address customer complaints and how best
to resolve them.
AGENDA
INTRODUCTIONS
1. PosiPower introductions designed to create positive energy
2. Self-Assessment
OPEN DISCUSSION
1. Why maintain a positive self-image?
2. How do customers benefit from your positive self-image?
3. How do co-workers benefit?
GROUP EXERCISE & DISCUSSION
BREAK
INSTRUCTIONAL
1. The Benefits of a Positive Self-Image (Attitude, Dress, and Job Satisfaction)
2. Why Our Customers Benefit From Positive Interactions?
3. Minimize the Stress of Working With the Public
4. Who are Our Customers and Why Do We Serve Them?
LUNCH for 6-hour presentation only
GROUP EXERCISE & DISCUSSION
INSTRUCTIONAL
1. What Is Going On With Our Customers
2. Serving "Difficult" and Diverse Customers
BREAK
INSTRUCTIONAL
1. Proper Telephone Techniques
2. #1 Customer Complaint – Unreturned Phone Calls
3. 10 PosiPower Ways to Give Great Customer Service
CLOSING & EVALUATIONS
Customer Service & Self Assessment
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 1
The following assessment is to help you evaluate your strengths are as well as where
you may need improvement.
Respond with the first thought that comes to mind:
Almost Always Sometimes Never
1.
2.
3.
4.
5.
6.
7.
I like myself.
For the most part, I enjoy working with the public.
When I think of my future, I feel optimistic.
When I look at my past I realize I’m improving.
My customer service attitude needs a big boost.
I am for the most part comfortable with change.
Most of the time I can handle the stress of working with
difficult customers.
8. I feel good about my workplace.
9. I trust and like most of my co-workers.
10. I am generally healthy.
11. There are not enough hours in the day.
12. I sometimes have trouble controlling anger and anxiety.
13. I avoid stereotyping others.
14. I am doing work that I enjoy.
15. My interpersonal relationships are positive ones.
16. I avoid negative people.
17. I talk positively about myself.
18. My customers appreciate my efforts.
19. I respect ethnic and cultural differences.
20. I wish I’d never taken this job.
21. I like the way I look.
22. I often worry about losing my job.
23. I’m comfortable meeting others for the first time.
24. My boss is a jerk and/or I work with jerks.
25. Often I find a drink or a cigarette calms my nerves.
26. At night I have trouble forgetting the problems of the day.
27. My customers are driving me nuts.
28. There are few people that I like.
29. Procrastination is a problem for me.
30. I feel great about my accomplishments.
31. Others will say I am a positive person.
32. I am a positive person.
33. I always try to do the best job that I can.
34. When I wake up in the morning, I’m excited about beginning my day.
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 2
10 Ways to Feel Positive Everyday
1. Smile
2. Meditate
3. Pump up the energy
4. Fuel-up
5. Empty the trash
6. Wear a favorite
7. Enjoy the view
8. Set the tone
9. Make someone's day
10. Spread the word
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 3
3-Simple PosiPower Steps to Great Customer Service
1. Maintain a Positive Self-image
Employees who feel great about themselves give great customer service
because it feels good. It's the right thing to do, and because positive behavior
can be reciprocal. Remember to stay positive, look your best, and exude
confidence.
2. Be Informed
Stay current on company changes such as new rules, policies, and guidelines.
Employees who make it a practice to be informed possess the tools to give
great customer service right from the outset. However don't confuse
experience with expertise. Remember whether on the job 30-years or 30days, an employee with a bad attitude can still provide poor customer
service.
3. Be in Charge of Your Attitude
We can't control the attitudes of our clients. We can only monitor our own.
So be in charge of your attitude, and remember it's not what is said to you or
what happens to you, it's how you choose to respond to it.
EXERCISE
Rate your responses on a scale of 1-5, with 5 being the best score.
A.
B.
C.
D.
E.
I would rate my self-image a _________.
I am informed ________.
My attitude is a __________.
I would rate the service I give my external customers a _______.
I would rate the service I give my internal customers a________.
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 4
25 PosiPower Things to Say or Do to Help Your
Customers Feel GREAT.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Smile
Good morning, afternoon (greeting with enthusiasm)
How may I be of service?
I'm here to help you (reassurance)
Do you have any questions?
Please do not hesitate to call me
Please have a seat
I'm sorry that you're upset (empathy)
I know that this is not easy (empathy)
I will do my best
You look nice today (hair, clothing, jewelry) (compliments)
Have a great, wonderful, marvelous, nice day
You'll get through this
How was your morning, weekend, etc… (personal)
Please accept my apology for - being late -not returning
your call, etc..
16. Your children are beautiful, cute, sweet, (also address the
child(ren))
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
It's nice to see you
Please, May I, Thank you
You're very welcome
Would you like for me to explain the process to you
again
My phone number is ……
I promise to get back to you by…….
Thank you for - bringing the necessary papers -your
patience, for waiting
How are you? I'm sorry you were ill - accident- etc…..
Please let me know (30 min) if you haven't been called.
__________________________________
(add one of your own)
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 5
Why Attain Excellence in Customer Service?
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
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

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improved service delivery
reduced complaints
minimize employee apathy
decrease absenteeism
prevent grievances
lower workplace stress
increased productivity
promotes teamwork
meet departmental objectives
improved customer satisfaction internally & externally
REMEMBER: QUALITY CUSTOMER SERVICE BUILDS PUBLIC
CONFIDENCE. MAKE CERTAIN THAT YOU'RE HELPING TO MAKE A
GREAT IMPRESSION.
Exercise:
Our present reputation is: GREAT-4
GOOD-3
FAIR-2
POOR-1
(Circle one)
List five ways the reputation of the agency can be improved.
1. ___________________________________________________________
2. ___________________________________________________________
3. ___________________________________________________________
4. ___________________________________________________________
5. ____________________________________________________________
I feel my personal customer service reputation is a _______. (How do you think
others perceive you?)
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 6
Our Customer Deserve the BEST – Exercise 1.
1. Describe the best service you received.
2. How did you feel?
3. Describe the worst service you received.
4. How did you feel?
5. What was your response?
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 7
Our Customers Deserve the BEST- Exercise 2.
1. Share a positive customer service experience that you provided.
2. How did the customer respond?
3. What did you learn from this experience?
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 8
Our Customers Deserve the BEST- Exercise 3.
1. In order to better serve our customers, we must be willing to…
2. List 5 major customer complaints
3. Please list 2 possible solutions for each complaint.
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 9
10 PosiPower Ways to Give Great
Customer Service
1. Maintain a Psitive self-image
2. Be Dependable (on time, return calls)
3. Dress for success
4. Have a GREAT attitude
5. Speak professionally & PSITIVELY
6. Listen carefully
7. Ask questions
8. Be patient
9. Keep your home life & work separate (Positive in both)
10. Be willing to go the EXTRA mile
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 10
My Customer Service Action Plan
List three things you will do differently as a result of the training today:
1.
2.
3.
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 11
Bibliography & Resources
1. Total Customer Service – The Ultimate Weapon – William H. Davidow & Bro
Utta, 1989
2. Managing Negative People – Strategies for Success – S. Michael Kravitz, Ph.D.
3. Power Etiquette: What You Don’t Know Can Kill Your Career, by Dana May
Casperson
4. Source: Ohio Department of Job & Family Services & Ohio State University –
Report July 2001
5. Columbus Dispatch – Health Policy Institute Ohio – ODJFS Report. June 20,
2005
6. According to Columbus Dispatch – Nov 15, 2007. FirstLink, a Franklin County
nonprofit agency (referral agency for needy families)
7. According to Child Welfare Information Gateway – 2004 - National Abuse &
Neglect Data System
8. According to Summit County Children Services 2004 Report
9. Montgomery County Child Abuse, Neglect and Dependency Investigation – 2006
JYS CONSULTANTS-PosiPower Concepts, Inc.
Our Customers Deserve the Best
Page 12