Brenda Jean Patrick
Customer Care Notes
September 23, 2008
Session 6
- SOLIDIFY - Make or become solid…to become compact or firm. Strengthen….to become strong & united.
- Starting effective immediately, bring to class your copy of 180 Ways to Walk the Walk; your customer care notebook; share notes with others in class
- QUESTION TO PONDER: Is customer care a DNA coding???
1. Say It 2. Teach It 3. Practice It 4. Reward It
- 93% of people we work with need a daily dose of affirmation – 2% need nothing – 5% are the drama generation
- Rule numbers from 180 Ways that relate to the 4 steps of customer care
Say It - #130; Teach It - #141; Practice It - #40
- If we are the “choir” & we struggle with these basics, why are shocked when our coworkers don’t “get it?”
- If it fits and it makes me uncomfortable, I need to do something about it.
- What 3 things do you want people to be saying about you?
Friendly – Helpful – Competent
- Walking – Walking – Walking
- Let us ponder:
What 6 areas of customer care at EFC need more walking – people are
Talking but they are not walking.
- We need more walking ….. people are talking but they are walking … fast enough. List areas for growth at EFC (in order of importance) and the rule that relates to that area.
- Team effort (Rule #38)
- Accountability (Rules #68 & #74)
- Lack of confidentiality (Rule #175)
- “Open door” policy
- Non-support for professional growth (Rule #173)
- Lack of follow-up (Rules #104 & 117)
- The question - - Are you a piece of the big puzzle or the missing piece????
- Puzzle:
12 customer care actions that must be visible in all areas of Eastfield.
- Future Tense:
- TOT (Training of Trainers)
- Make short video message for year 3
- Weekly e-mail reminders
- 2 hour sessions instead of 3 hours
- Uwe of the book and visible to all
Group Member for this session:
Jeff Quan, Ursula Brent, Cinda Perry, Amy McDonald, Sandy Hampton, Melba Jeffus