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Service Excellence Yes…and then some!. The McNair Group. Yes…and then some!. …a tire story. Let’s Grade Ourselves. A B C D F. Our Facilities Appearance of our people Service Attitude of our people Our treatment of each other. Cheers and Jeers. Divide into small groups
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Service Excellence Yes…and then some! The McNair Group
Yes…and then some! …a tire story
Let’s Grade Ourselves... A B C D F • Our Facilities • Appearance of our people • Service Attitude of our people • Our treatment of each other
Cheers and Jeers • Divide into small groups • Discuss your best and worst service stories (outside of MUSC) • List 3 top traits or events (be specific) that created the exceptional (and then some!) or horrible service. Be prepared to share The McNair Group
Service Levels in America Today • Rude • Indifferent • Exceptional = Yes…and then some! The McNair Group
Service Levels in America Today • Rude -- 5% • Indifferent – 80% • Exceptional = Yes…and then some! – 15% • What are the %’s in your area?
Customer Care Facts • “Very Satisfied” are six times more likely to return, refer others to you, and/or to use other services within F&A!!! • 68% of customers don’t return because of service The McNair Group
a fish tale… The McNair Group
First Impressions:They Judge…QUICKLY • In7 seconds of contact, a customer forms 11 impressions about you and your department • And..they make 1 of 3 decisions: • They like you • They dislike you • They are indifferent The McNair Group
Powerful Beginnings – Key Words! Bland • OK • Sure • Yeh • I’ll check on it • I think so • I’ll see if we can Yes…and then some! • Absolutely! • I can help you with that! • You’ve come to the right place! • We can take care of everything you need!
The ZONE! • What is your ZONE? The McNair Group Commit to 10/5! You
The “ESEE” Approach • Eye Contact • Smile • Engage • Empathize The McNair Group
What you are really saying... The McNair Group Words = ____ Tone = ____ Physical Presence = ____
Defining Service ‘Yes’ • Reliability -- Consistency & follow-thru • Responsiveness -- Anticipate needs • Feeling Valued -- “We appreciate you” • Empathy -- Understanding their side • Competency -- Knowing our jobs • Dealing with ONE person The McNair Group
Where is and then some! most likely to happen? • Reliability • Responsiveness • Feeling Valued • Empathy: understanding their side • Competency • Dealing with ONE person
Calling all to Serve... 1/2 • Where is your Guage? • Billy Graham makes someone’s day F E The McNair Group
My personal commitment to providing Yes…and then some! • Commit to two things that you will do to step up your personal level of service • Give these commitments to your supervisor • Keep your Blue Dot! The McNair Group