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egin with the end in mind… Begin with the end in mind… The Seven Habits of Highly Effective People (Covey, 1989)

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Presentation on theme: "egin with the end in mind… Begin with the end in mind… The Seven Habits of Highly Effective People (Covey, 1989)"— Presentation transcript:

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2 egin with the end in mind… Begin with the end in mind… The Seven Habits of Highly Effective People (Covey, 1989)

3 You get out, what you put in. What the critics say. How do we shine? Motivation & Inspiration… Service Excellence.

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5 Keep it simple… – Focus on the details. – Meet your expectations. – Deliver what you want.

6 Focus on the details.

7 Meet your expectations. – Prompt attention. – Provide what you say you will. – Timely response. – Be polite and courteous. – Follow up…

8 Deliver what you want. – Service with a smile! – Provide more than expected! – Follow up before you’re missed!

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10 Who is your customer? The customer is always right?

11 The student-stakeholder Monetary vs. Developmental Goal Consumer/Market Oriented Outcomes Expect Choices, Options Expect Immediate Gratification May Feel Entitled to Outcome ~(Manzer, 2009)

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13 Poor service is the number one reason American companies lose business. 68% of customers stop doing business with a company because of poor service. Customer service facts: ~Tyler International Research Institute, Inc.

14 90% of customers that stopped doing business made no attempt to tell the company why. Customer service facts: ~Tyler International Research Institute, Inc.

15 70 % of dissatisfied customers never complain because they believe: A. It’s not worth their time. B. The business won’t listen. C. The company won’t do anything about the complaint. Customer service facts: ~Tyler International Research Institute, Inc.

16 The average dissatisfied customer tells 9 to 10 others of their dissatisfaction. Customer service facts: ~Tyler International Research Institute, Inc.

17 It costs between 5 and 10 ties as much to attract a new customer as it does to keep an old one. Customer service facts: ~Tyler International Research Institute, Inc.

18 Customers will pay more for better service. Customer service facts: ~Tyler International Research Institute, Inc.

19 Customers will tell a business where it needs improvement, all you have to do is ask. Customer service facts: ~Tyler International Research Institute, Inc.

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21 Work together… Know your business… Get great at the basics… Evaluate your progress… Celebrate your success… Learn from your challenges…

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24 Maslow’s Hierarchy … applied to customer service. Peak: How Great Companies Get Their Mojo from Maslow (Conley, 2008)

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27 “ Every morning in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it will be killed. Every morning a lion wakes up. It knows it must outrun the slowest gazelle or it will starve to death. It doesn't matter whether you are a lion or a gazelle - when the sun comes up, you'd better be running. ” ~Unknown

28 Purpose and Commitment Communication and Responsiveness Problem Solving and Empowerment Accountability Transformative Assessment (Northeastern State University, 2008)

29 Do you have any questions, comments or feedback?


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