1. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 1 World Class Service Presented by: 1 Trust

2. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 2 Levels of Service Processing Satisfying Caring

3. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 3 Concentrate on rules, own job, tasks Deal with things Think rigidly Stop at roadblocks Say, "Replace the switch and let 'em bitch." Look for trouble in every standard procedure Expect the “boss” to provide the solution Do their job day to day, and that's it Demonstrate pessimism Want to retire Concentrate on intent, outcomes, results Deal with shaping perceptions Think rationally and flexibly Don't give power to roadblocks Sincerely want the customer to be successful Ask themselves what they can do differently to better serve the customer Develop their own skills and knowledge to create their own solution Show high inner work standards Demonstrate optimism Want to be remembered Key, Observable Behaviors “Regular” Employees “World Class” Employees

4. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 4 The Customer/Supplier Relationship

5. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 5 THE Un-bending Truth about Customer Service There is one and only one way to improve service to the outside customer: that is to improve service to our inside customers !

6. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 6 Customer Service Variables

7. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 7 Trust A willingness to risk increasing one’s vulnerability to a person whose actions are beyond your control. High Trust enables More sharing of information Greater ability to provide World-Class Service More ways to align activities and collaborate for shared goals Higher potential for innovation See “Strengthening the Purchaser-Supplier Partnership: Factors that Make a Difference,” by Judi Brownell and Dennis Reynolds, Center for Hospitality Research, Cornell University, 2002.

8. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 8 The “Beliefs” of Interpersonal Trust 1.You mean me no harm 2.You'll do what you say you will do (ability AND integrity) 3.You'll let me know if something is getting in the way of you meeting your commitment 4.You'll speak the truth, as you know it 5.You'll be forthcoming with relevant information; you'll give the real scoop, share the real deal 6.You care about my results, in addition to yours You will sabotage me You mean me no harm You want the best for me

9. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 9 Building Interpersonal Trust Behaviors “Centuries to build, seconds to destroy” Behavioral Integrity: Deeds mirror Words Communication ―Straightforward, Clear, Accurate Speaking ―Effective Listening “Going the extra mile” ―Sharing relevant information freely in a timely manner ―Working collaboratively to anticipate and solve your problems

10. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 10 Organizational Trust Belief by the employee in the organization’s mission, values, strategy and culture. “This is a good place to work” Manager is the main “conduit” of trust It truly starts at the top

11. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 11 Building Organizational Trust On an interpersonal level, demonstrate consistent behavioral integrity Hold those underneath you to high standards of integrity Manage Your Communications Uphold and enforce standards consistently Think first, then Set accurate expectations Ensure Timely, accurate communication of relevant information

12. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 12 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 12 World Class Service Trust