5-star customer service 06-2014
DESCRIPTION
The Basics of 5-Star Customer ServiceTRANSCRIPT
![Page 1: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/1.jpg)
“5 Star Customer Service”
June 12th, 2014
![Page 2: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/2.jpg)
Kenlyn T. Gretz
President and CEO
![Page 3: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/3.jpg)
![Page 4: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/4.jpg)
Fast Customer Service = Revenue!
![Page 5: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/5.jpg)
Fast = Revenue
» Quotes
» Bids
» Answer Questions & Turn Them Into Sales
» Ask Their Expectations.
» Fast <> Poor
» Fast <> Incomplete
![Page 6: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/6.jpg)
Fast = Revenue
» Track how long it takes to get an answer.
» Eliminate Road Blocks and People.
» Streamline processes.
» Create check points.
» Give partial answers and updates.
» Don’t cause unnecessary road blocks yourself.
![Page 7: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/7.jpg)
How Do You Interact With
Customers?
1. Face to Face
2. Phone
3. Email
4. Combo of all three
5. Combo of phone and email
6. Combo of face to face and phone
![Page 8: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/8.jpg)
Your Clients?
1. Business to Business
2. Business to Consumer
3. Combo
![Page 9: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/9.jpg)
Greet!
![Page 10: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/10.jpg)
Social Media
![Page 11: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/11.jpg)
![Page 12: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/12.jpg)
IGNORE OR RESPOND?
What do you think?
![Page 13: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/13.jpg)
![Page 14: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/14.jpg)
![Page 15: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/15.jpg)
“I am sorry you had a bad experience. As you
can see from other reviews we do much better
99% of the time. The next time you stop in,
ask for the manager. Mention this post and we
will have something special for you.”
Does this encourage more negative responses?
![Page 16: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/16.jpg)
“I am sorry you had a bad experience. 99% of
our customers have a good experience. I will
send you a private message and make it right
for you.”
Does this encourage more negative responses?
![Page 17: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/17.jpg)
Fast Response Customer Service
![Page 18: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/18.jpg)
Smile!
![Page 19: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/19.jpg)
Clean Language
A simple principle: If I use the same words as you,
then we have a greater possibility of creating a rapid
rapport based on mutual language use.
» Customer calls it: medical bill, don’t say statement
» Customer calls it: turned off, don’t say power cycle
» Customer calls it: balance, don’t say reconcile
![Page 20: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/20.jpg)
Stop Everything.
![Page 21: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/21.jpg)
“I am sorry, but that is against
our policy.”
![Page 22: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/22.jpg)
“Our Policy”
» Try to avoid the words “our policy” and “procedure”.
» Most policies are required because of laws that require
them.
» Most policies do benefit your customers in some way;
maybe not directly, but as a whole.
» When you have to say: “our policy” or “our procedure”, see
if you can change it to show their benefit or at least that
they are not alone in the situation.
![Page 23: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/23.jpg)
Example“I know this sale item is only 2 per customer,
but may I have 3?”
No, that is against our policy. (stop)
Answer Fire Back:
“I know this sale item is only 2 per customer,
but may I have 3?”
No, that is against our policy. Would you be paying
with cash, check or credit card?
![Page 24: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/24.jpg)
ExampleAnswer Fire Back:
“I know this sale item is only 2 per customer, but may I
have 3?”
We have so many great customers like you and we want to
make sure that they all can take advantage of the sale
so everybody is happy. I am sure you understand!
Never said NO.
Turn them into loyal buyers and be assumptive in closing
the conversation.
![Page 25: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/25.jpg)
Even Better Example
“I know this sale item is only 2 per customer, but
may I have 3?”
I know you are a great customer. I am going to
bend the rules a bit for you! But you have to
promise to be a customer for life!
Do we have a deal?
![Page 26: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/26.jpg)
Policy | Policy | Policy
» Know Why (KW?) you have the policy.
» Re-Evaluate the policy.
» Make sure your competitors have a similar policy.
» Know a “quick story” about the policy.
» Know how to “bend” a policy for good customers.
» Give co-workers the understanding of when to
“bend” a policy and how to do it.
![Page 27: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/27.jpg)
Look Me In The Eye!
![Page 28: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/28.jpg)
Tell Somebody Where To Go!
![Page 29: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/29.jpg)
Directions To: » Nearest Gas Station
» Park
» Event (Fair, Festival)
» Hospital
» Theater
» Think: out of town people/visitors
» Why not have it printed off!
![Page 30: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/30.jpg)
Speak Clearly
![Page 31: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/31.jpg)
Not OUR Fault
Still Our PROBLEM!
![Page 32: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/32.jpg)
Not Your Fault, Still Our Problem
1. Look up phone numbers for people.
2. Find other companies that can help them.
3. Be a connector.
4. Creative Solutions.
5. Brain Storm.
6. Turn problems into loyal customers who then
tell the story over and over.
![Page 33: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/33.jpg)
One Call Resolution
Benefits?
![Page 34: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/34.jpg)
Voice Mails & Emails
Business to Business
ABC Supply calling Mary at XYZ Company:
“Hi Mary. Sorry I missed you. This is Mark from
ABC Supply. Call me.”
![Page 35: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/35.jpg)
Voice Mails & EmailsBusiness to Business
“Hi Mary. Sorry I missed you. This is Mark from ABC
Supply. Your account number I am calling about is
154984 for the Barnsom Job. I would like some more
information on line item 24 regarding the specs of
your quote. I need to know the capacity. You can
call me at 920-484-4848 before 4:30 CST time today
or I am in at 7AM CST tomorrow. If it is easier, just
email me. I am not sure you have my email so it is
[email protected] - Thanks. I need this
information by Friday at the latest.”
![Page 36: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/36.jpg)
Voice Mails & EmailsBusiness to Business
“Hi Mary. Sorry I missed you. This is Mark from ABC
Supply. Your account number I am calling about is
154984 for the Barnsom Job. I would like some more
information on line item 24 regarding the specs of
your quote. I need to know the capacity. You can call
me at 920-484-4848 before 4:30 CST time today or I
am in at 7AM CST tomorrow. If it is easier, just email
me. I am not sure you have my email so it is
[email protected] - Thanks. I need this
information by Friday at the latest.”
![Page 37: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/37.jpg)
Voice Mails & EmailsGive people what they need to get the job done!
The cost of phone tag and email tag is HUGE!
![Page 38: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/38.jpg)
Email Attachments
![Page 39: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/39.jpg)
Email Attachments
What are they going to do with your attachment?
MM-DD-YYYY_Americollect_ABC_Clinic_History.xlsx
![Page 40: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/40.jpg)
Organizing Meetings
With Three or More Via Outlook
![Page 41: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/41.jpg)
Suggestion Times:
Please Reply All with the number of the time
that does not work for you.
1. Monday, June 16th 3:00 - 4:00 PM CST
2. Tuesday, June 17th, 10:00 -11:00 AM CST
3. Wednesday, June 18th, 9:30 - 10:30 AM CST
![Page 42: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/42.jpg)
![Page 43: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/43.jpg)
Be Fun!
Even in Emails!
![Page 44: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/44.jpg)
Ideas!http://nationaldaycalendar.com/
» Happy Thursday!
» Plans for the weekend!
![Page 45: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/45.jpg)
![Page 46: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/46.jpg)
Choose The Right Words
![Page 47: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/47.jpg)
Upset Customer
![Page 48: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/48.jpg)
RAPPORT
![Page 49: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/49.jpg)
Building Rapport
Simple Definition:
Getting somebody to like you quickly.
Create a sympathetic relationship or understanding.
Rapport building time starts as soon as you say hello
with a smile.
![Page 50: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/50.jpg)
Building Rapport Over The Phone
Your Tools:
» Their Name
» Natural
» Warmth
» Pleasant
» Interested
» Smiley
» Volume
More Tools:
» Pace
» Words
» Active Listening
» Caring
» Tonality
» Breathing
» Inflection
![Page 51: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/51.jpg)
Building Rapport
Makes difficult customers easier to work with.
![Page 52: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/52.jpg)
Upset Customer
![Page 53: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/53.jpg)
Upset Customer
1. Let them finish.
2. Take notes & don’t assume.
3. Their First Time!
4. Apologize: “I am sorry you had a bad
experience. I may be able to help.”
![Page 54: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/54.jpg)
What Type of Complaint?
1. Complaint about employee.
2. Complaint about product.
3. Complaint/misunderstanding of how the process
worked.
4. Complaint about price/value.
You should have a scripted response
for each of these.
![Page 55: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/55.jpg)
What Type of Complaint?Complaint about employee:
“I appreciate you letting me know about your experience
with John. I will surely let his manager know about
your experience. I personally know John would
appreciate the feedback and he will grow from this.
Thank you.
Is there anything else I can do for you?”
![Page 56: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/56.jpg)
What Type Of Complaint?
Complaint about product:
“I appreciate you letting me know about your experience
with our company. I will surely let the owner know
about your experience. I personally know the owner
would appreciate the feedback and he is always
looking to improve our products. Thank you.
Is there anything else I can do for you?”
Need to go deeper?
![Page 57: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/57.jpg)
What Type of Complaint?Complaint/misunderstanding of how the
process worked:
“I appreciate you letting me know about your experience
with our company. I will surely let the owner know about
your experience. I personally know the owner would
appreciate the feedback and he is always looking to
improve our processes. Thank you. I am sorry that we
didn’t do a better job explaining what happens after you
do X. I can appreciate your misunderstanding and I think
we can improve for the next time.”
Need to go deeper?
![Page 58: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/58.jpg)
What Type Of Complaint?
Complaint about price/value:
“I appreciate you letting me know about your experience
with our company. I will surely let the owner know
about your experience. I personally know the owner
would appreciate the feedback . Thank you.
Is there anything else I can do for you?”
Need to go deeper?
![Page 59: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/59.jpg)
Service Recovery
1. Price Discount.
2. Bounce Back Coupon (for next time).
3. Completely Free!
4. Toss in something for free.
5. Free for somebody else (careful).
![Page 60: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/60.jpg)
Upset Customer
Practice
Practice
Practice
Practice
![Page 61: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/61.jpg)
Satisfied Log
![Page 62: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/62.jpg)
Newest Customer/Finish Next
Decision
![Page 63: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/63.jpg)
Surprise!
![Page 64: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/64.jpg)
The Art of Surprise
![Page 65: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/65.jpg)
The Art of Surprise1. Random
2. Not expected
3. No reason
4. Not based on purchase amount
5. Sincere
6. Special
7. Controlled/approved by company
8. Select vocal, connected people
![Page 66: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/66.jpg)
![Page 67: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/67.jpg)
Under Promise And Over Produce
Your Sales
Person
![Page 68: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/68.jpg)
Under Promise And Over Produce
Sure we can do
that! Just sign
here!
![Page 69: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/69.jpg)
Hey look at me!
I just sold a
new client! I am
so cool!
Under Promise And Over Produce
![Page 70: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/70.jpg)
You told them
we could do
WHAT! By
FRIDAY!
Under Promise Over Produce
![Page 71: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/71.jpg)
Under Promise And Over Produce
Don’t back yourself into a corner with outcomes
that are hard to achieve.
» Deadlines
» Pricing
» Service
Educate your sales & front line people about the
reality of your business and your competitor’s
ability to accomplish what they are proposing.
![Page 72: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/72.jpg)
Under Promise And Over Produce
“I think we can generate that report for you. It
may be a custom report or a current report
may need some tweaking. Do you have a
specific deadline or would early next week be
good for you?”
![Page 73: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/73.jpg)
Under Promise And Over Produce“I think we can generate that report for you. It may be a
custom report or a current report may need some
tweaking. Do you have a specific deadline or would
early next week be good for you?”
Then get it DONE now and get it out the door.
John: “After I hung up the phone with you, I realized that this report
should be escalated because you are such an important client.
So I completed it today. Have a great weekend!”
LOYALTY
![Page 74: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/74.jpg)
Under Promise And Over ProduceChallenge:
List where you fail your clients?
Is it because they were “over promised?”
Challenge:
How could you train your team to better state the reality
of the promise to make your company look better?
LOYALTY
![Page 75: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/75.jpg)
![Page 76: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/76.jpg)
What is your nail!
This is your pain.
![Page 77: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/77.jpg)
Capture Opportunity
To Bring Value
![Page 78: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/78.jpg)
![Page 79: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/79.jpg)
![Page 80: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/80.jpg)
Capture Opportunity
To Bring Value Bringing value is really adding to your product. It may
turn out to make your customers more loyal and/or
give an opportunity to increase the “add on sales.”
Ask your customers what they would like even more
about your company/service/product?
Steal ideas from different companies/industries and
apply them to your own.
![Page 81: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/81.jpg)
Capture Opportunity To
Bring Value Brain Storm - What can I do?:
» Substitute
» Combine
» Adapt
» Modify – Minimize – Maximize
» Eliminate
» Create other uses
» Reverse
http://www.gitomer.com/
![Page 82: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/82.jpg)
What To Remove?
![Page 83: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/83.jpg)
Dr. Robert Paczkowski
![Page 84: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/84.jpg)
I Am Not Your Friend!
![Page 85: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/85.jpg)
![Page 86: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/86.jpg)
Answer
![Page 87: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/87.jpg)
Now, What Is The Question?
![Page 88: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/88.jpg)
![Page 89: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/89.jpg)
Don’t Over Share
I am the only one here!
Nobody showed up for work today.
Our email servers just came back up!
Our phones were down!
My computer is a piece of junk!
![Page 90: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/90.jpg)
Big Data From The Little Guy!
![Page 91: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/91.jpg)
![Page 92: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/92.jpg)
![Page 93: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/93.jpg)
Like Our Page!
![Page 94: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/94.jpg)
Thank You!
Manitowoc County Chamber!
![Page 95: 5-Star Customer Service 06-2014](https://reader033.vdocument.in/reader033/viewer/2022052907/559416801a28ab86468b46e7/html5/thumbnails/95.jpg)
FIVE time winner of Inc Magazine’s Fastest Growing Private Company!
2009 – 2013
FIVE time winner of Inside ARM Best Places to work in Collections.