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MTA. Fall Office Managers Conference Chase on the Lake Walker, MN October 14-16, 2009. Twenty Years!!!!. The Time Management Guy The Mission Statement Guy Worked with Salespeople Worked with Managers and Executives - PowerPoint PPT PresentationTRANSCRIPT
Fall Office Managers Conference Chase on the Lake
Walker, MNOctober 14-16, 2009
The Time Management Guy
The Mission Statement Guy
Worked with Salespeople
Worked with Managers and Executives
Here’s the difference, Salespeople have a logical,
repeatable, process that Managers don’t.
Participate in the discussions
What you will learn today will benefit you personally as well as professionally
90% of the public forms their opinion of a company based on the customer service experience
60% of the public will terminate a relationship with a company based on a bad customer service experience
70% of companies think they already deliver great service
BUT, only 46% of customers report satisfaction
The sum total experience of us meeting and exceeding the customers’ intellectual and
emotional needs.
Hilton Mgmt. Front Desk Me
Customer Service
Exceptional Cus. Ser.
QualityPrevention
LeaderCreative Outcomes
Ask/Listen/RespondMutual Benefits
Works IndependentlyPersonal Management
Big Picture ThinkingResponse-able
Needs Supervision
Know what expected of them. Have the resources to get the job done. Receive regular praise. Know their opinion matters. Know their manager or supervisor cares. Have regular discussions with their boss.
Desired Results; Keep it Simple
Guidelines; Paint Big Pictures
Resources; List Yourself, Value their input
Accountability; Be There!!
Consequence; Stated last
• Tell them what you observed
• Ask, “What did you like about what you did?”
• “What else?• “What else?
• “What would you do differently?”
• Summarize
Identify the Cause
Describe the Situation
Ask for the employee's reaction “Tell me about it.”
“What can we do to deal with this issue? They state the solution
Summarize in the form of the MBA
Set the Example
Ask Affirming Questions
Keep your Promises
◦ Three Types we Break
Over-Promising
Promises we make for others
Promises we make to ourselves
Mark Isaac, Consultant/Lead FacilitatorGorman Business Consultants
(651)[email protected]
www.gormanbusinessconsultants.comJoin me on Twitter; mark_isaac
And on LinkedIn; mark isaac
04/19/23