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Deliver WOW through Service with Myra Golden

Deliver WOW through Service with Myra Golden. Moment of Truth. Moment of Mediocrity Moment of Misery Moment of WOW. 20 ideas to help you deliver WOW through service. 5 ways of Being. Be Welcoming . Getting conversation off to a great start Put a smile in your voice

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Deliver WOW through Service with Myra Golden

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  1. Deliver WOW through Service with Myra Golden

  2. Moment of Truth Moment of Mediocrity Moment of Misery Moment of WOW

  3. 20 ideas to help you deliver WOW through service

  4. 5 ways of Being

  5. Be Welcoming • Getting conversation off to a great start • Put a smile in your voice • Enthusiastically greet customers • Try not to interrupt customer within first few seconds Idea #1

  6. Be Genuine • Be genuinely interested and attentive • “Connect” with customers by listening and responding • Use the customer’s name • The Chick-fil-A way Idea #2

  7. Be Considerate • Exchange pleasantries • Let the caller hang up first • In general, be friendly and polite Idea #3

  8. The Starbucks Experience

  9. Be Involved • Have a sense of urgency in your voice • Try to anticipate un-expressed needs • Look for ways to create additional value Idea #4

  10. Be Knowledgeable • Love what you do and share it with others • How can you add value to yourself and your organization? • “Knowledge is power” Idea #5

  11. Which of the 5 Ways of Beingdo you most need to improve upon?

  12. Idea 6: Put your personal signature on the job

  13. Idea 7 Make customers feel smart/good – even when they ask “silly” questions

  14. What time is the 3 o’clock parade?

  15. Idea 8 Put a SMILE in your voice – the SECRET to a great first impression

  16. Idea 9 Do what’s right for the customer and you will have done what’s right for the company.

  17. Write down 2-3 ideas you will commit to adopting andapplying.

  18. You are a service company that happens to sell______.

  19. Don’t say anything you wouldn’t say to your grandmother idea #10

  20. Beyond WOW • WOW is more than an occasional moment • Make the abnormal normal • USE your empowerment Tip #11

  21. Get WOWed!

  22. Idea 12 Empathize AT&T did it well

  23. The Soup Nazi. Just for fun. Strictly Optional

  24. Please continue to part 2 of this module.

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