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Brenda Jean Patrick
Customer Care Notes
April 24, 2008

Take care of yourself
Be committed

• You count in the successes our students enjoy
  

Say it:  be positive, specific, show the benefits
Teach it:  model it, prove it, show it, demonstrate it
Review –

1. Four steps . . .
   1. say
   2. teach
   3. practice and
   4. reward
2. How will your use of the four steps impact your customer care?
3. Relationships = performance
4. How are you using your role as a member of the CORE Group to promote growth?

Core members – attend meetings, share notes after every meeting, use the term “customer care” every day.

Care –
What are you doing to stay connected to the material . . . 4 steps?

CORE member responsibility –

1. Have this information written somewhere (file folder) for quick access

Five forbidden phrases –

1. I don’t know
2. We can’t do that
3. You’ll have to
4. Hang on a second, I’ll be right back
5. No, in the beginning of a sentence

Teach it – model it, show it, demonstrate it, examples of it, ***discuss it

The talking about the action is what propels you to take action
Increase the conversation about customer care

Practice it – Most Vital

1. Review the step . . . chocolate/intrinsic
2. Delineate the step . . . hours/where in your area
3. Make Yourself Matter . . . reflect your goal for impact

Practice Stage – to develop sense of success
23% of every 30 people don’t know what success feels like

Showed video on a young girl who was ill prepared for college and how a teacher changed her life.

Do the following by June session:

• Make sure you have a file or notebook
• On the back of the frog write down one thing you did for each step
• Take notes from today