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Linkage For Life
Linkage For Life
Linkage For LifeSapere Aude - Dare to
Know!Introduction
The life that is rich and happy is one that is
fulfilling its possibilities through creative linkageswith reality. The Mature Mind by O.A. Overstreet
Jack, Beijing, 2012
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Linkage For Life
Linkage For Life
Linkage For Life - about Jack
Last 9 years in China teaching business,culture & English courses in universities
presenting seminars/courses on self-knowledge (personality models, MBTI, Big 5,etc.) & relationship (EQ, etc.) skills
12 years before this, worked in Australia (also
American & Canadian has 3 citizenships)teaching
adult education courses: career development,male-female relationshipsalso worked inPalliative Care (helping the dying)
Before teaching, inventor & entrepreneur,husband & father, writer of poetry & prose,
Long time interest in Eastern Culture, China:Kongzi/Confucianism, Buddhism, Daoism Yi
Ching, Poetry Du Fu, Li Bai
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Linkage For Life
Linkage For Life
My Goals for Our Time Together
Id like to you to experience:
1. Thinking for yourself
2. Loving to learn
3. Learning to love4. Choosing to be free
None of the above can be taught
They can only be learnedThe more important things in life cant be taught
They are learned like talking & walking
You must DIY Do It Yourself!
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Linkage For Life
Linkage For Life
Listen (in Chinese)
TheChinese
character
for Listen
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Linkage For Life
Linkage For Life
International Survey of
Customer Satisfaction 1 to 6
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Linkage For Life
Linkage For Life
International Survey of
Customer Satisfaction 7 to 12
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Linkage For Life
Linkage For Life
International Survey of
Customer Satisfaction 19 to 24 (last)
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Linkage For Life
Linkage For Life
Agenda: Day One8:30-8:45 Session One: Introduction and Course Overview
8:45-9:00 Icebreaker: Spinning a Tale
9:00-9:45 Session Two: What is Customer Service?
9:45-10:00 Session Three: Who Are Your Customers?
10:00-10:15 Session Four: Meeting Expectations
10:15-10:30 Break
10:30-11:00 Session Five: Presenting Yourself Properly
11:00-11:45 Session Six: Setting Goals and Targets
11:45-12:00 Morning Wrap-Up
12:00-1:00 Lunch
1:00-1:15 Energizer: Our Customers
1:15-2:00 Session Seven: Standards
2:00-2:45 Session Eight: Communication
2:45-3:15 Session Nine: Telephone Techniques
3:15-3:45 Session Ten: Managing the Talkative Caller
3:45-4:15 Session Eleven: Dealing with Difficult Callers
4:15-4:30 Day One Wrap-Up
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Linkage For Life
Linkage For Life
Session One: Course Overview
Lets find out what we know
question time.
The Two BIG RULES to consider.
Recognize that service delivery
is an individual response value. Understand how your own behavior
impacts the behavior of others.
Develop more confidence and skill
as a problem-solver. Communicate more assertively
and effectively.
Learn some ways to make customer
service a team approach.
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Linkage For Life
Linkage For Life
Do you believe what you see? Or
Do you see what you believe?
What you see is not
necessarily what
another sees!
What age is this
woman?
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Linkage For Life
Linkage For Life
Questions for You???
1. What is Excellent Customer Service(ECS)?
2. How do youjudgeECS?
3. How do you deliverECS?
4. What is the Golden Rule?
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Linkage For Life
Linkage For Life
The Golden Rule!?
5. But what happens IF they dont like ordislike the same thingsyou do?
6. Is there something better than the
Golden Rule?
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Linkage For Life
Linkage For Life
The Platinum RuleThis One for Excellent Customer Service!
7. Yes, there is: the Platinum Rule!
Unzip your
customers
mind Ask!
What dothey want?
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Linkage For Life
Linkage For Life
The Platinum RuleCUSTOMHer/Him
Not Custom-erbut Custom Her or Him
Understand one size fits all does NOT work!
Give your CustomerCustomService
Platinum Rule =
Attend to each customer as SPECIAL!
Actively find out theiruniquewants!
Know the difference between needs & wants You needto eat, but you wantSichuan chinese!
Please!
Ask!
Me!
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Linkage For Life
Linkage For Life
Session Two:What is Customer Service?
What is customer service?
Why is it important?
Whats in it for me?
What do these beliefs mean to you?
Service is a philosophynot a
department, a program or a policy.
Service means exceeding customerexpectations.
Service is not natural, automatic,
or coincidental.
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Linkage For Life
Linkage For Life
Session Three:Who Are Your Customers?
Internal customers are those people, departments
or agencies served by what we do.
External customers are those people or
departments, or tenants who are the end users ofour organizations products or services.
Customers have some basic needs.
They want to be understood.
They want to feel welcome.
They want to feel important.
They want to feel comfortable.
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Linkage For Life
Linkage For Life
Session Four: Meeting Expectations
Timeliness Quality
Consistency/No Surprises
First Impressions
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Linkage For Life
Linkage For Life
Agenda: Day Two8:30-8:45 Reconnect: It s a Tie!
8:45-9:15 Session Twelve: Dealing with Challenges
9:15-9:30 Session Thirteen: Increasing Your Assertiveness
9:30-10:15 Session Fourteen: Dealing with Difficult People
10:15-10:30 Break
10:30-10:45 Session Fifteen: Dealing with Conflict
10:45-11:45 Session Sixteen: The Problem Solving Process11:45-12:00 Session Seventeen: Pre-Assignment Review
12:00-1:00 Lunch
1:00-1:15 Energizer: Best and Worst
1:15-2:00 Session Eighteen: Seven Steps to Customer Problem Solving
2:00-2:15 Break
2:15-2:30 Session Nineteen: The Recovery Process
2:30-3:15 Session Twenty: Eliminating Customer Service Problems
3:15-3:30 Session Twenty-One: Service PRIDE is a Team Effort
3:30-4:00 Session Twenty-Two: Doing Your Part
4:00-4:15 Session Twenty-Three: Dealing with Stress
4:15-4:30 Workshop Wrap-Up
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Linkage For Life
Li k F Lif
My Brain Is Full, May I be Excused?