Tricia Palm is the Director of Tricia Palm is the Director of HR at Williams & Fudge. Prior to HR at Williams & Fudge. Prior to her current position, from 1997-her current position, from 1997-2007,Tricia worked at an Oil 2007,Tricia worked at an Oil Company, managing the Human Company, managing the Human Resource Operations as well as Resource Operations as well as the Safety functions for a family the Safety functions for a family business that wholesaled, business that wholesaled, retailed and distributed fuel oils.retailed and distributed fuel oils.

Tricia has a broad Tricia has a broad generalist background in generalist background in Human Resource, as well as Human Resource, as well as being an adjunct faculty for being an adjunct faculty for 5 years at St. Paul 5 years at St. Paul Technical College, in St. Technical College, in St. Paul MN. Paul MN.

She is a Management She is a Management Studies/Economics graduate from Studies/Economics graduate from Cedar Crest College-Allentown, Pa Cedar Crest College-Allentown, Pa and has HR degrees and certification and has HR degrees and certification from St. Paul Tech and the University from St. Paul Tech and the University of MN. She has been married for 26 of MN. She has been married for 26 years, to Retired Lt. Colonel Brad years, to Retired Lt. Colonel Brad Palm of the USMC. They have been Palm of the USMC. They have been blessed with two children; their son blessed with two children; their son Bradley is married and is a 1Bradley is married and is a 1stst Lieutenant in the United States Lieutenant in the United States Marine Corp and currently deployed Marine Corp and currently deployed in Afghanistan and their daughter is in Afghanistan and their daughter is getting married in October. So far I getting married in October. So far I only have Grand-Dogsonly have Grand-Dogs

ABC’S ABC’S of of

CUSTOMER SERVICECUSTOMER SERVICE

Presented ByPresented ByTricia PalmTricia PalmDirector of HRDirector of HR

Williams & Fudge, Inc.Williams & Fudge, Inc.

RULESRULES FOR THE PRESENTATION FOR THE PRESENTATION

• NO SPITTING ON ME OR YOUR NEIGHBORNO SPITTING ON ME OR YOUR NEIGHBOR• NO ROUGH PLAY NO ROUGH PLAY • NO RUNNINGNO RUNNING• NO PROFANITYNO PROFANITY• NO BLOWING OUT YOUR NOSENO BLOWING OUT YOUR NOSE• SHOWER BEFORE ENTERING SHOWER BEFORE ENTERING • PLEASE GO POTTY BEFORE ENTERINGPLEASE GO POTTY BEFORE ENTERING• NO ALCOHOLIC BEVERAGESNO ALCOHOLIC BEVERAGES

10. The bathroom key is tied to an angry ferret10. The bathroom key is tied to an angry ferret 9. The Christmas bonus is a swig from the company thermos9. The Christmas bonus is a swig from the company thermos 8. Office intercoms are made with two soup cans and a piece 8. Office intercoms are made with two soup cans and a piece

of stringof string 7. It’s hard to concentrate with all those “60 Minutes” 7. It’s hard to concentrate with all those “60 Minutes”

reporters hanging aroundreporters hanging around 6. Your boss walks around wearing nothing but Post-It 6. Your boss walks around wearing nothing but Post-It

NotesNotes 5. Every week, each cubicle is subdivided into four smaller 5. Every week, each cubicle is subdivided into four smaller

cubicles cubicles 4. Instead of White-Out, you’re encouraged to use 4. Instead of White-Out, you’re encouraged to use

mayonnaisemayonnaise 3. After a few hours on your desk, the people in your family 3. After a few hours on your desk, the people in your family

photos stop smilingphotos stop smiling 2. The cafeteria lunch special is whatever got caught in the 2. The cafeteria lunch special is whatever got caught in the

glue trapglue trap 1. There are NO desk chairs, Everyone squats – It’s the NEW 1. There are NO desk chairs, Everyone squats – It’s the NEW

wellness plan!wellness plan!

Top Ten Signs You Work Top Ten Signs You Work in a Bad Officein a Bad Office

Customer RelationshipsCustomer Relationships

• SinceritySincerity• AssuranceAssurance• Make working with the customer a Make working with the customer a

memory that will keep your memory that will keep your customers coming back to YOUR customers coming back to YOUR lineline

Great Service Comes From the Great Service Comes From the Heart!!Heart!!

PUT YOUR PERSONAL PUT YOUR PERSONAL SIGNATURE ON YOUR JOBSIGNATURE ON YOUR JOB

Tricia PalmTricia Palm

The Simple Truths ofThe Simple Truths of

ServiceServiceJohnny the Bagger

A True Story of Customer Service

Produced by Produced by

Ken Blanchard and Barbara GlanzKen Blanchard and Barbara Glanz

Choosing to be Johnny

Great Service Requires:• Small Impressions• Unique Character• Outside of the Box Thinking

AA•ALLALL about the Customer about the Customer

– Students, Internal, & External Students, Internal, & External ClientsClients

•ATTITUDEATTITUDE– Your attitude is a choice! Your attitude is a choice! – Other people can be a reaction of Other people can be a reaction of

YOUYOU

BB• BE present, not off in spaceBE present, not off in space• show BELIEF in the good things show BELIEF in the good things

you can produceyou can produce• BE the person that everyone BE the person that everyone

wants to come to because of wants to come to because of your good heart and soulyour good heart and soul

• BE a thinker not a little stinker!BE a thinker not a little stinker!

CC• COMMUNICATION COMMUNICATION

– It’s not just what you say it is how It’s not just what you say it is how you say ityou say it

– Keep it simple and be CLEAR!Keep it simple and be CLEAR!

• CREDIBILITY precedes great CREDIBILITY precedes great communication. communication. – Ordinary people become great Ordinary people become great

communicators when they are fired communicators when they are fired up with conviction.up with conviction.

DD• DISCERNMENT-the ability to find DISCERNMENT-the ability to find

the root of the matter the root of the matter – There is a tremendous amount of There is a tremendous amount of

chaos and complex situations every chaos and complex situations every day. If you can see the root of the day. If you can see the root of the problem then you can solve it. problem then you can solve it.

– Analyze past successes, learn how Analyze past successes, learn how others think, listen to your gut.others think, listen to your gut.

EE

• EMPOWER People to be creative EMPOWER People to be creative in they way they resolve issues in they way they resolve issues and the way they bring the end and the way they bring the end result to your departmentresult to your department

FF• FOCUSFOCUS

– Identify priorities and then Identify priorities and then concentrate on themconcentrate on them• Focus 70% on your potential and Focus 70% on your potential and

strengthsstrengths• Focus 25% on new things; change & Focus 25% on new things; change &

improvementsimprovements• Focus 5% on areas of weaknessFocus 5% on areas of weakness

If you chase two rabbits, both will If you chase two rabbits, both will get away!get away!

GG• GENEROSITYGENEROSITY

– Giving is the highest level of living! Giving is the highest level of living! – If you have that mind frame then If you have that mind frame then

your attitude will reflect it.your attitude will reflect it.

““No person was ever honored for No person was ever honored for what he received. Honor has been what he received. Honor has been

the reward for what he gave.”the reward for what he gave.”Calvin CoolidgeCalvin Coolidge

HH• HEAR the words others are sayingHEAR the words others are saying

– Instead of thinking you know what Instead of thinking you know what the other person is going to say, the other person is going to say, Listen to their message. Listen to their message.

– Start listening not only for words, Start listening not only for words, but feelings, meanings and but feelings, meanings and undercurrents.undercurrents.

– Use tact and professionalism in your Use tact and professionalism in your words.words.

II• INITIATIVEINITIATIVE

– Of all the things you should fear it should Of all the things you should fear it should be complacency. be complacency.

– Determine if you hesitate to take action Determine if you hesitate to take action and take risks, Opportunity does not come and take risks, Opportunity does not come knocking on your door.knocking on your door.

Everyone has a great idea in the shower, Everyone has a great idea in the shower, but very few people come out, dry off but very few people come out, dry off

andand

do something about it.do something about it.

JJ• JUST do it! JUST do it!

– Step up to the plate and try Step up to the plate and try something new and take initiative. something new and take initiative. If you haven’t pushed yourself If you haven’t pushed yourself lately and gotten out of your lately and gotten out of your comfort zone-you may need to jump comfort zone-you may need to jump start your initiative.start your initiative.

– Customer service is a huge sea of Customer service is a huge sea of opportunities for creativeness. opportunities for creativeness. • Try neat ways of making people glad Try neat ways of making people glad

they came to see you today.they came to see you today.

KK• KIOSKS KIOSKS

– A wave of the future and help to A wave of the future and help to alleviate lines. alleviate lines.

– They can be open 24 hours a day They can be open 24 hours a day and be a helpful resource when and be a helpful resource when your office is closed.your office is closed.

LL• LAUGH at yourselfLAUGH at yourself

– Don’t take yourself too seriously Don’t take yourself too seriously every minute of the day every minute of the day

– Give up your ego and let it sit on Give up your ego and let it sit on the sideline for a day or twothe sideline for a day or two

MM• MULLIGAN ticketMULLIGAN ticket

– Give your employee a take over Give your employee a take over when they make a mistake. when they make a mistake.

– Teddy Roosevelt said “he who Teddy Roosevelt said “he who makes no mistakes, makes no makes no mistakes, makes no progress.” progress.”

– Always remember what the Always remember what the mistakes taught you. If you don’t mistakes taught you. If you don’t you will pay for them more than you will pay for them more than once.once.

NN•NEEDS

– Know your employee’s needs as well as your student needs. •Is it food, housing, financing etc… •You will do a better job serving those around you when you understand people.

OO• OVERCOMING StallsOVERCOMING Stalls

– This is key to good customer This is key to good customer serviceservice

– Stay focused and ask the right Stay focused and ask the right questions and give options when it questions and give options when it is the right time.is the right time.

PP• PROMPTNESSPROMPTNESS

– Good experiences usually are Good experiences usually are remembered because someone was remembered because someone was prompt in their service, their prompt in their service, their communication, and/or their delivery communication, and/or their delivery methods methods

– Follow thru is essential in all aspects Follow thru is essential in all aspects of customer serviceof customer service• Some one can listen all day long but what Some one can listen all day long but what

you do with the information from the time you do with the information from the time you receive it is the keyyou receive it is the key

QQ• QUESTIONSQUESTIONS

– The more you ask the more you will The more you ask the more you will find out about your consumer or find out about your consumer or customer. customer.

– This will enable you to resolve This will enable you to resolve issues to satisfy all partiesissues to satisfy all parties

RR• RECOGNIZE the positive side or RECOGNIZE the positive side or

the good in people the good in people – Don’t always assume that everyone Don’t always assume that everyone

is bad, corrupt, malicious and is bad, corrupt, malicious and vindictivevindictive

– However, don’t be naïve or ignorant However, don’t be naïve or ignorant to the fact that some people can to the fact that some people can have those negative attributeshave those negative attributes

SS• SERVANTHOODSERVANTHOOD

– To get ahead, put others first. To get ahead, put others first. • How we treat others is really a reflection of How we treat others is really a reflection of

how we think about ourselveshow we think about ourselves• Serve others without expecting anything in Serve others without expecting anything in

return return • Serve out of loveServe out of love

• SMALL actsSMALL acts– Start performing small acts of kindness Start performing small acts of kindness

for others for others • Start with the ones closest to you: your spouse, Start with the ones closest to you: your spouse,

children, parents, significant otherschildren, parents, significant others

TT• TEACH abilityTEACH ability

– Remain open to growing & have a teachable Remain open to growing & have a teachable attitudeattitude• Your growth determines who you are. Your growth determines who you are. • Who you are determines who you attract Who you are determines who you attract • Who you attract determines the success of your Who you attract determines the success of your

organizationorganization

““As long as you are green, you are As long as you are green, you are growing. As soon as you’re ripe you growing. As soon as you’re ripe you

start to rot.”start to rot.” Ray KrocRay Kroc

UU• UNDERSTANDING the full UNDERSTANDING the full

picturepicture– It is Ok to say let me get back to It is Ok to say let me get back to

you because I don’t have all the you because I don’t have all the facts facts

– Gather all the data to make the Gather all the data to make the best decision you can make in a best decision you can make in a timely mannertimely manner

VV• VISIONVISION

– It comes from passion not your position It comes from passion not your position – It’s when you see possibilities before they It’s when you see possibilities before they

become obviousbecome obvious– True vision is far-reaching; It goes beyond True vision is far-reaching; It goes beyond

what one individual can accomplishwhat one individual can accomplish– It adds value and serves othersIt adds value and serves others

One of the most valuable benefits of One of the most valuable benefits of vision is that it acts like a magnet-vision is that it acts like a magnet-attracting, challenging and uniting attracting, challenging and uniting

peoplepeople

WW• WILLINGNESS to go the extra mileWILLINGNESS to go the extra mile

– It is hard and takes time to put your It is hard and takes time to put your work down and go above and beyondwork down and go above and beyond

HOWEVERHOWEVER– When someone does it for you it When someone does it for you it

becomes a memorable experience becomes a memorable experience and remains in your mindand remains in your mind

• WARM WELCOMINGWARM WELCOMING– Make people feel good about being in Make people feel good about being in

your presenceyour presence

XX• X-RAYX-RAY

– A scan or a snapshot of something inside A scan or a snapshot of something inside your bodyyour body

– Once in a while take a good hard look Once in a while take a good hard look inside and analyze if you are treating inside and analyze if you are treating people the way you would like to be people the way you would like to be treated.treated.

If you are still focusing on the great If you are still focusing on the great service you engaged in last week then service you engaged in last week then you sure haven’t done much this week you sure haven’t done much this week if yesterday’s news is the most excitingif yesterday’s news is the most exciting

YY• YOU owe it to yourself YOU owe it to yourself

– Get rejuvenated by reading a best Get rejuvenated by reading a best seller book or to go to a interesting seller book or to go to a interesting seminar on Customer Service seminar on Customer Service

• Refresh YOURSELF into new Refresh YOURSELF into new ideas and make a commitmentideas and make a commitment– Commitment starts in the heartCommitment starts in the heart

““Heart is what separates the good Heart is what separates the good from the great.”from the great.”

Michael JordanMichael Jordan

ZZ• ZONE in on people that enjoy lifeZONE in on people that enjoy life

– Think of people that you want to spend Think of people that you want to spend time withtime with• How would you describe them? Grumpy? Bitter? How would you describe them? Grumpy? Bitter?

Depressed? Depressed? • They are celebrators, passionate and attractive They are celebrators, passionate and attractive

people to be around.people to be around.

• Give people hope!Give people hope!– If you can be the person that bestows If you can be the person that bestows

hope to others, they will be attracted to hope to others, they will be attracted to you and be forever gratefulyou and be forever grateful

– That is good customer service!!!!!!!!That is good customer service!!!!!!!!