A Foundation for Extraordinary Customer Service
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Most organizations struggle with the common dilemma of retaining long-term customers. The cost of procuring new business is high and competition is as strong as its ever been. When front-liners are trained to take care of customers by providing extraordinary service, the dilemma of retaining long-term clients is diminished. Positive Impact is a foundational training program designed to strengthen the mindsets, instill high-performance behaviors and provide practical techniques for front-liners who are charged with providing extraordinary service to their customers.
A Foundation for Extraordinary Customer Service
- 1. A Foundation for Extraordinary Customer Service Jeff Ruby Founder & CEO
- 2. STRONGERGROW A Foundation for Extraordinary Customer Service
- 3. 3 息 RedRock Leadership, Inc. RedRockLeadership.com 85% 15%1. Reputation 2. Character How Important isYour Reputation?GROW STRONGER
- 4. 4 息 RedRock Leadership, Inc. RedRockLeadership.com Today, weve transitioned from the reign of heroic leaders http://switchandshift.com/6-leadership-development-trends-for-2015 GROW STRONGER Todays Workplace TheRiseoftheCollaborative Leader
- 5. 5 息 RedRock Leadership, Inc. RedRockLeadership.com to the rise of collaborative leaders. http://switchandshift.com/6-leadership-development-trends-for-2015 Todays Workplace TheRiseoftheCollaborative Leader GROW STRONGER
- 6. 6 息 RedRock Leadership, Inc. RedRockLeadership.com Todays Workplace Heroic Leaders vs.Collaborative Leaders GROW Heroic Leaders Make others earn their trust Believe in constructive criticism Hire and fire based on gut instinct Take credit for positive results Place blame for poor results Create their legacy by taking control to protect their own reputation Collaborative Leaders Trust others from day one Believe in coaching Hire and fire based on core values Credit others for positive results Accept responsibility for poor results Create their legacy by serving to take care of others STRONGER
- 7. 7 息 RedRock Leadership, Inc. RedRockLeadership.com 5 Generations in the Workplace Traditionalists (46m born 1928 1945) Baby Boomers (78m born 1946 64) Gen X (50m born 1965 80) Millennials (88m born 1980 97) Gen Z (41m born 1997 2012) Todays Workplace 5Generations GROW STRONGER Bureau of Labor Statistics Employment Projections 2020 2015 2010 2005 0% 20% 40% 60%
- 8. 8 息 RedRock Leadership, Inc. RedRockLeadership.com Todays Workplace Traditionalists -The SilentGeneration GROW STRONGER Traits: Loyal Respectful of authority Stubborn Dependable Influence: The Great Depression WWII Views: Money- Hide & pay cash Education- A privilege Management- Tells me what to do
- 9. 9 息 RedRock Leadership, Inc. RedRockLeadership.com Todays Workplace BabyBoomers - The Woodstock Generation GROW STRONGER Traits: Well-educated Questions authority Good teamwork skills Influence: Vietnam War 1960s Civil Rights Movement Moms stay at home Dads go to work Views: Money- Buy now, pay later Education- A birthright Management- Really, I know best
- 10. 10 息 RedRock Leadership, Inc. RedRockLeadership.com Todays Workplace GenX-LatchkeyKids GROW STRONGER Traits: Independent Family-focused Intolerant of bureaucracy Hard-working Critical of others Influence: Divorced parents Dual-income homes Reagan End of the Cold War Views: Money- Cautious & conservative Education- A tool to get ahead Management- Seeks a hero
- 11. 11 息 RedRock Leadership, Inc. RedRockLeadership.com Todays Workplace Millennials -Everybody GetsaTrophy GROW STRONGER Traits: Fast Paced Think Like Entrepreneurs Value Relationships Highly Mobile Obsessed with Information Influence: Doting parents 9/11 Video Games School Shootings Views: Money- Earn to Spend Education- A Necessary Investment Management- An Obstacle to Moving Up
- 12. 12 息 RedRock Leadership, Inc. RedRockLeadership.com Todays Workplace GenZ-Digital Nomads GROW STRONGER Traits: Seeks Truth Values Freedom of Expression Open to Understanding Differences in People Influence: The Great Recession ISIS Sandy Hook Obama Rise of Populism Views: Money- Live Life Pragmatically Education- A Necessary Investment Management- Please Dialogue with Me, Dont Confront Me
- 13. 13 息 RedRock Leadership, Inc. RedRockLeadership.com STRONGER GROW Competency: My ability to: Personal Awareness recognize my influence on others. Integrity let my intentions match my actions. Internal Motivation do the right things for the right reasons. Empathy understand & respond to others' emotions. Social Skills build positive relationships. 5Competenciesof EmotionalIntelligence
- 14. 14 息 RedRock Leadership, Inc. RedRockLeadership.com STRONGER GROW Avoid State Desperation Discouragement EmotionalIntelligence &ClientServiceSTRONGER GROW 3TypesofPeopleinYourOrganization Laggard Defensive win/lose or lose/win Perseverance Trust
- 15. 15 息 RedRock Leadership, Inc. RedRockLeadership.com Avoid State Desperation Discouragement STRONGER GROW EmotionalIntelligence &ClientServiceSTRONGER GROW 3TypesofPeopleinYourOrganization Laggard Defensive win/lose or lose/win Loner Dutiful win Perseverance Trust
- 16. 16 息 RedRock Leadership, Inc. RedRockLeadership.com Laggard Defensive win/lose or lose/win Loner Dutiful win Leader Collaborative win/win or walk away Avoid State Desperation Discouragement Approach State Inspiration Encouragement Perseverance Trust STRONGER GROW EmotionalIntelligence &ClientServiceSTRONGER GROW 3TypesofPeopleinYourOrganization
- 17. 17 息 RedRock Leadership, Inc. RedRockLeadership.com Empathy Cognitive Emotional Compassionate STRONGER GROW EmotionalIntelligence &ClientServiceSTRONGER GROW TheKeySkillofLeadership &CustomerService
- 18. 18 息 RedRock Leadership, Inc. RedRockLeadership.com STRONGER GROW EmotionalIntelligence &ClientServiceSTRONGER GROW WhatsYourCycleofService? Moments of Truth Enhancers Detractors
- 19. STRONGERGROW RedRock Leadership looks forward to helping your team Grow Stronger.