1. 20 th Annual Best Practices & Training Workshop - July 31, 2012 www.bjdandro.com

2. The golden rule for every business man is this: Put yourself in your customer's place. - Orison Swett Marden Founder of Success Magazine

3. Barbara J. Dandro, MBA Welcome! 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?

4. 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?

5. 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 Its a great day! www.bjdandro.com

6. IR O P IR O P = Improved Results Organizationally Personally www.bjdandro.com

7. PBC IR O P PBC = Positive Behavior Change www.bjdandro.com

8. When Youre In One, Stop Digging OR Sinking www.bjdandro.com

9. Goals = PBC IR O P www.bjdandro.com

10. S + K + Goals = PBC IR O P S= Skills (How to do it) K= Knowledge (What & When to) www.bjdandro.com

11. A (S + K) + Goals = PBC IR O P Attitudes (the want & why to) www.bjdandro.com

12. "It only takes a split second to smile and forget, yet to someone that needed it, it can last a lifetime." - Steve Maraboli Author of Life, the Truth, and Being Free

13. A (S + K) + Goals = PBC = IR O P v & b 88%B f (C) v= Values b= Beliefs www.bjdandro.com f (C)= Function of previous subconscious conditioning B = Behavior

14. ENC (Early Negative Conditioning) 23% + 77% - Dont??? A (S + K) + Goals = PBC = IR O P v & b 88%B f (C) www.bjdandro.com

15. BITE OFF MORE THAN... WRITE ON THE... SPEAK UNLESS YOURE... DONT GO WHERE... TALK TO... TALK CHILDREN, YOU SHOULD BE SEEN… GO INTO THAT CAREER! MARRY THAT PERSON!?!? www.bjdandro.com

16. ENC 23% + 77% - A (S + K) + Goals = PBC = IR O P v & b 88%B f (C) www.bjdandro.com

17. A (S + K) + Goals = PBC = IR O P v & b 88%B f (C) + + + + + + + ENC www.bjdandro.com

18. " 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 www.bjdandro.com

19. Customer Service Excellence begins with: using correct words with the right connotations which are then demonstrated in appropriate actions a positive attitude overall behavior in each customer encounter. www.bjdandro.com

20. "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 Fields One Smart Cookie, Founder, baker, chief cookie lover and former Chairman of Mrs. Fields Cookies Service from the heart

21. P = 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 children o Oaths, exclamations, name calling o Use of such words as gee, I'll try, maybe, etc.

23. Communication, especially Active Listening Consistent Positive Attitude Logistics: Good, the bad, and the ugly! Telephone Etiquette Language – Word Use Stress Management Time Strategies www.bjdandro.com

24. What is Excellence? Thank you! Barbara J. Dandro, MBA www.bjdandro.com