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20th Annual Best Practices & Training Workshop - July 31, 2012
www.bjdandro.com
Specialized Service: the Driving Factor
Specialized Service: the Driving Factor
“The golden rule for every business man is this: Put yourself in your customer's place.“
- Orison Swett Marden
Founder of Success Magazine
Barbara J. Dandro, MBAWelcome!
Specialized Service: the Driving Factor
• What is “Attitude”?
• What does it mean to you?
• What contributes to our unique personalities?
• What are characteristics of the
“ideal person”?
Ever have one
of those days?
We all have!
• What/who should get the “blame”?
• AND what/who should not?
• What is the “trickle down” effect?
Specialized Service: the Driving Factor
“The state of your life is nothing more than a reflection of your state of mind.”
- Dr. Wayne Dyer
Known as the “father of motivation”
It’s a great day!
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Specialized Service: the Driving Factor Success Formula
IROP
IROP = Improved Results
Organizationally Personally
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PBC IROP
PBC = Positive Behavior Change
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Specialized Service: the Driving Factor Success Formula
FIRST RULE OF HOLES
When You’re In One,
Stop Digging OR Sinkingwww.bjdandro.com
Goals = PBC IROP
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Specialized Service: the Driving Factor Success Formula
S + K + Goals = PBC IROP
S= Skills (How to do it) K= Knowledge (What & When to)
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Specialized Service: the Driving Factor Success Formula
A (S + K) + Goals = PBC IRO
P
Attitudes (the want & why to)
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Specialized Service: the Driving Factor
A Success Tactic
"It only takes a split second to smile and forget,
yet to someone that needed it, it can last a lifetime."
- Steve MaraboliAuthor of Life, the Truth, and Being Free
A (S + K) + Goals = PBC = IROP
v & b 88%B f (C)v= Values b= Beliefs
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f (C)= Function of previous subconscious conditioning
B = Behavior
Specialized Service: the Driving Factor Success Formula
ENC (Early Negative Conditioning)
23% + 77% - Don’t???
A (S + K) + Goals = PBC = IROP
v & b 88%B f (C)
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Specialized Service: the Driving Factor Success Formula
Early Childhood Conditioning BITE OFF MORE THAN ...
WRITE ON THE... SPEAK UNLESS YOU’RE...
DON’T GO WHERE... TALK TO... TALK CHILDREN, YOU SHOULD BE SEEN… GO INTO THAT CAREER! MARRY THAT PERSON!?!?
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ENC 23% +
77% -
A (S + K) + Goals = PBC = IROP
v & b 88%B f (C)
www.bjdandro.com
Specialized Service: the Driving Factor Success Formula
A (S + K) + Goals = PBC = IROP
v & b 88%B f (C)
+ + + + +
+ + ENC
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Specialized Service: the Driving Factor Success Formula
The Power of Choices
"The greatest discovery of our generation is that human beings,
by changing the inner attitudes of their minds, can change the outer aspects of their lives."
- William James
Father of American Psychology
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Specialized Service: the Driving Factor for Customer Service Excellence
Customer Service Excellence begins with:• using correct words with • the right connotations which are then • demonstrated in
appropriate actions a positive attitudeoverall behavior in
each customer encounter.www.bjdandro.com
"When you're taking care of the customer, you can never do too much. And there is no wrong way ... if it comes from the heart.”
- Debbi FieldsOne Smart Cookie, Founder,
baker, chief cookie lover and former Chairman of Mrs. Fields Cookies
Service from the
heart
PAC CommunicationP = Parent ego state: behavior resembling a parent
o Use of words as “cute,” “Sonny,” “ought,” “should,” “must,” “always,” “disgusting,” “naughty,” etc.
o The Parent is never wrong.
A = Adult ego state: thoughtful processing of facts o Consideration of the “here and now” environment includes probability estimating o The Adult says, “I will.”
C = Child ego state: behavior resembles that of childreno Oaths, exclamations, name calling o Use of such words as “gee,” “I'll try,” “maybe,” etc.
Communication, especially Active Listening
Consistent Positive Attitude
Logistics: Good, the bad, and the ugly!
Telephone Etiquette
Language – Word Use
Stress Management
Time Strategies
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Team Discovery Time:
What is Excellence?
TEAM Reports and SUMMARY FOR Specialized Service: the Driving Factor!
Thank you! Barbara J. Dandro, MBA
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