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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???

• Four Steps:

             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.

• Golden Rule Plus

• 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.
1. Team effort (Rule #38)
2. Accountability (Rules #68 & #74)
3. Lack of confidentiality (Rule #175)
4. “Open door” policy
5. Non-support for professional growth (Rule #173)
6. 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:
1. TOT (Training of Trainers)
2. Make short video message for year 3
3. Weekly e-mail reminders
4. 2 hour sessions instead of 3 hours
5. 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