The courteous plumber knows customer service.mrrooteruniversity.learningzen.com/€¦ · The...

The courteous plumber knows customer service.

Group Question

How do YOU provide exceptional customer service?

Attitude Which statement best describes your overall attitude about your career? A. Without work, I'd feel empty and life would have little meaning. B. I work to pay the bills. C. My career is a fulfilling part of my life. I derive a great deal of satisfaction and enjoyment from my work, as I do from other parts of my life. D. I've done a lot of different kinds of work, but I haven't found anything I'd commit to for the long-term.

Without the right attitude…

you may have a few challenges.

Attitude

Components that make up attitudes.

Emotional Component:

How the object, person, issue or event makes you feel.

Cognitive Component: Your thoughts and beliefs about the subject.

Behavioral Component: How the attitude influences your behavior.

WRONG

Don’t get my personality and my attitude twisted, because my personality is ME, and my attitude depends on YOU!

RIGHT

Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude. -Thomas Jefferson

Preparation

Clean Company Approved

Uniform

Clean Company Approved Hat

Clean, Well Stocked Van

Clean Company Approved Mat

Clean, Fully Operational Diagnostic Bag

Of all the things you wear, your expression is the most important.

Park in the street in full view of the Customer’s front door. Why?

1Upon Arrival

2 The Approach

Present a Professional

Image Immediately.

How?

Exceptional Customer Service Includes:

• On time arrival • Cleanliness • A positive attitude • Understanding the customer’s mindset • The ability to start work immediately • Offering more than just plumbing services

Mr. Rooter Mantra:

We make it right by creating outstanding experiences!

How will you offer an outstanding customer experience this week?

The courteous plumber knows customer service.