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

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 World Class Service As Defined by the Customer Give me what I want when I need it. When we talk, act like you know me. Take personal responsibility for resolving my situation. Take accountability. Don't ask me to do anything I think you should do. After I tell you what I want, keep me informed. Protect me from myself. Give me more than what I expect.

4. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 4 Truths about Customer Service

5. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 5

6. 6 The Customer/Supplier Relationship

7. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 7 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

8. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 8 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 !

9. Copyright © 2009 First Steps Training & Development, Inc. All rights reserved. 99 For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 9 World Class Service World Class Service as Defined by the Customer