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1. Six Steps to Excellence Customer Service Workshop

2. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 2 tom.pattillo@gmail.com Welcome to an irrelevant workshop! Useless! Ineffective! Forgettable! Waste of time! Worthless!

3. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 3 tom.pattillo@gmail.com And You have already paid for it!! So What!

4. But . . . you are my customer! Are you Happy yet? Business Skills Coaching: Improving Performance and Confidence 4 tom.pattillo@gmail.com Six Steps to Excellence

5. Business Skills Coaching: Improving Performance and Confidence 5 tom.pattillo@gmail.com Six Steps to Excellence Good Morning!

6. 95% of what we do every day . . . Habit! 6 Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com Six Steps to Excellence

7. Six Steps to Excellence Where do habits come from? S R Eat Internal Stop External 7 Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com

8. One way to change a habit . . . S R 8 Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com Six Steps to Excellence Pause

9. UCIC CIC CC 9 Business Skills Coaching: Improving Performance and Confidence Presentation & Training Skills tom.pattillo@gmail.com Six Steps to Excellence

10. 10 Business Skills Coaching: Improving Performance and Confidence Six Steps to Excellence Presentation & Training Skills UCC tom.pattillo@gmail.com

12. Why do we approach an activity?

14. How do we develop “bad” habits?

15. Why is a habit (behaviour) “bad”?

18. Six Steps to Excellence Another way Process of Growth Attitude Skill If you can’t do it, you don’t know it Confidence comes from successful performance And now . . . Need Want Believe you can I will Show me how Treat as equal Don’t make the person feel stupid while learning something new Be patient 1 step at a time With a coach 10,000 hours Frustration Body & Mind Fundamentals Concepts Principles Knowledge Practice Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com 15

19. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 16 tom.pattillo@gmail.com Thank you Do what I love to do Chance to work on my goal to make a difference

20. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 17 tom.pattillo@gmail.com Six Steps to Excellence So What! Prisoners Tourists Sponges

21. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 18 tom.pattillo@gmail.com Are you having fun? (yet?)

22. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 19 tom.pattillo@gmail.com Get the “most” from your program???? Ask, state, “yell”: So What!!!!! Ask: Why are we doing this? Tell me: "Say it again.” Tell me: "Slow down.” Don’ let me just “cover” a topic. Demand the skill to “do it”.

23. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 20 tom.pattillo@gmail.com Get the “most” from your program???? Share knowledge, experience, and wisdom. Show and accept "logic" and "emotion” Education: TAKE IT! 10% given 90% taken Ask continually: "How can I use this?"

25. Discuss

26. Practice

28. What is customer service?

29. Worst / Best

30. Six Steps

31. Practice

33. Where from?

34. What do you do?

35. What do you do best?

36. What is good customer service?

37. What is bad customer service?

39. What you want

40. Listen: write down

42. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 25 tom.pattillo@gmail.com Some Characteristics Please write 3 – 5 characteristics

44. Why?Skill ( %) Attitude Knowledge ( %) Business Skills Coaching: Improving Performance and Confidence tom.pattillo@gmail.com 26

46. Personal experience . . .

47. On the phone

48. In person

49. Something needs repair

51. This is to be as horrible as possible.

52. Terrible, terrible, terrible example of customer service.

54. I will select groups

55. Each group creates terrible customer service example

56. 5 minutes to prepare

57. Demonstration: maximum 1 ½ minutes

59. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 31 tom.pattillo@gmail.com

61. a potential customer.

62. When the “sale” is made:

66. Your organization?

67. Your job?

69. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 37 tom.pattillo@gmail.com

71. Marketing and Selling

72. Expense, Revenue, Profit

73. Good: tell some

74. Bad: tell everyone

76. Six Steps to Excellence You have no need Then . . . Something happens . . . And you “realize” you have a need. tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 40 Think about buying:

77. Six Steps to Excellence What now? You realize . . . You start to search . . . Where? tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 41 Stores Magazines Friends Parent Websites Newspaper Facebook Television

79. Quality

80. “S” Curve

81. Place

82. Style

83. Utility

84. Promotion

85. Guarantee

86. Available

87. Urgency

88. Ease of Use

89. Reputation

90. Product

91. New

94. You check into the hospital

95. You step onto the plane

96. You enter into an agreement

98. Drive it home?

99. Learn how to use it?

100. Show it off?

101. Eat it?Then What?

102. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 46 tom.pattillo@gmail.com It is the next day . . . Does the product’s “performance” match my expectation? E - Expectation R - Reality E R Gap Gap E Performance Performance Performance R E R Time Time Time What is our objective?

106. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 50 And Now! Re-purchase! Where will you buy an equivalent product or service? Same place? Somewhere else?

107. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 51 And now . . . What will you say? About this product or service to your friends, to your family, to your co-workers, to anyone else close enough to hear you?

108. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 52 tom.pattillo@gmail.com Will you be “positive” and tell a few or “negative” and tell everyone?

109. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 53 Why is your response so important? How does your response effect that company’s profit, survival, and success?

110. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 54 tom.pattillo@gmail.com Look Engage Ask Listen Respond Confirm

112. Look at eyes

113. Customer aware

115. Happy

116. Sad

117. Angry

118. Frustrated

120. Physically get in step

122. Told why ask permission

123. Explain gap idea

124. Was appropriate

125. Tone

127. Open

128. Lean

129. Eye

130. Relax

131. Repeat

132. Oh? Oh! Oh

134. Summarize

135. Get agreement

136. We can’t do this

137. However, we can do

138. Simple to complex

140. We will . . .

141. Is there anything else?

142. Today . . .

143. Next week . . .

145. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 63 tom.pattillo@gmail.com Situation: Each group will create one scenario and use it for the three role-plays. Activities: Clarify issues and possible actions 3 roles plays – each 5 minutes Each person plays each role Interaction – about 2.5 minutes Comments from observer – 1 minute Observer card goes to the CSP

146. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 64 tom.pattillo@gmail.com

147. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 65 tom.pattillo@gmail.com Evaluation One thing you enjoyed. One idea you will use. An idea you did not understand. A skill you would like to improve. Comments Would you recommend this workshop to others?

148. Six Steps to Excellence tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 66

149. tom.pattillo@gmail.com Business Skills Coaching: Improving Performance and Confidence 67 Six Steps to Excellence Reminder Card Front Back

150. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 68 tom.pattillo@gmail.com Thank you for this opportunity to work with you.

151. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 69 tom.pattillo@gmail.com Pre-workshop preparation Handed out and worked on before the workshop begins

152. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 70 tom.pattillo@gmail.com Tent Card

153. Six Steps to Excellence Business Skills Coaching: Improving Performance and Confidence 71 tom.pattillo@gmail.com