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Building Better Service, One Encounter at a Time

Learn the 8 key elements for providing exceptional customer service and how to apply them in any situation. Discover the power of influential communication through thoughts, presence, and words. Improve your body language, deal with difficult customers, and level up your gratitude and thank you's.

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Building Better Service, One Encounter at a Time

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  1. BUILDING BETTER SERVICE, ONE ENCOUNTER AT A TIME LAURIE GUEST, CSP

  2. It’s all about the snapshot

  3. Encounter Points CLICK COME CALL

  4. What’s your bling?

  5. 21 Grand Features of the VIP Floor

  6. How does this apply to you?

  7. Package Process Product

  8. 1 Action to Be Indispensable at Work = I.B.H.T. Attitude

  9. 8 Words and phrases

  10. are How you?

  11. Nice to see you

  12. Busy

  13. Oops…

  14. Wait

  15. “There’s nothing I can do.” “That’s our policy.”

  16. ACTUALLY

  17. Save the sorry for when an apology is owed

  18. Formula for I.C. Thoughts + Presence + Words = Influential Communication

  19. THOUGHTS

  20. PRESENCE

  21. Silent Signals

  22. WORDS

  23. Smooth Transitions and Redirects Pen in hand

  24. Showtime! Go time, All the time…

  25. Text 66866 Code: goodies

  26. Quick Six of Service • Big 7 of Service • It’s Showtime! • Is My Body Language Showing? • Scripting for Superior Communication • Dealing with the Angry Person • Level up your Thank You’s

  27. Behaviors That Lead to Growth “This first thing I do is make sure that everyone on set is making the same movie.”

  28. @LaurieGuest @LaurieGuestSpeaker @LaurieGuest www.LaurieGuest.com

  29. What’s your blue towel?

  30. 20 min x 3 loads a day = 1 hour • 1 hour x 260 surgical days x $40 = $10,400 • After: 1 min x 3 loads a day = 3 min • 3 min x $1.98 (prorated salary) x 260 days = $514.80 • Savings = $9885.20 “I don’t know if that’s going to work.” “We’ve never tried that….”

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