“Nothing happens until someone sells something!”

1. Customer Service “Let’s Get Back To It” “Nothing happens until someone sells something!”

2. Jim Bartz Manager of Instruction Director of Sales Training Dale Carnegie – North Texas 25+ Years Sales and Training Detroit, Knoxville, Houston, Denver, Dallas

3. “Great Meeting! Better Than I Expected”

4. “Are You Insane?” “Doing the same thing and expecting different results!”

5. Customer Service Success Attitude Skills 85% Knowledge

6. The Titanic Theory 50% 10% 15% 90% 85%

7. Control Your Destiny! Yeah, I can do that!

8. What is “customer service”?

9. What activities do you consider to be “customer service” activities?

10. 5 Tips To Improve Customer Service • Send a thank you note – handwritten • Meet more people at each client site • Ask what else you can do to improve • Have customer service training • Set customer service goals

11. Customer Service How do you measure or know how effective it is?

12. Nine Ideas That Have Helped Over 100,000,00 People

13. Rapport and Trust Pitcher Catcher 1st Base 2nd Base Short Stop 3rd Base Left Field Center Field Right field 3 Golden Horseshoes Bouquet of Roses Americas Most Wanted John Walsh Genuine Leather Check Book Wal-Mart Smiley Face Naked Person With Name Tags Dumbo – Walkman Headset Olde Tyme Microphone WIIFM Bottle of Viagra

14. Pitcher • 3 Golden Horseshoes “Don’t criticize, condemn or complain.”

15. Catcher • Bouquet of Roses “Give honest and sincere appreciation.”

16. 1st Base • America’s Most Wanted John Walsh “Arouse in the other person an eager want.”

17. 2nd Base • Genuine Leather Checkbook “Become genuinely interested in the other person.”

18. Short Stop • Wal-Mart Smiley Face “Smile”

19. 3rd Base • Naked person with name tags “Use the other person’s name and use it often.”

20. Left Field • Dumbo with Walkman Headset “Be a good listener. Encourage the other person to talk about themselves.”

21. Center Field • Olde Tyme Microphone WIIFM “Talk in terms of the other persons interests.”

22. Right Field • Bottle of Viagra “Make the other person feel important and do it sincerely.”

23. “People are not lazy! They just have impotent goals – that is goals that do not move them to action.” - Anthony Robbins

24. Specific Measurable Attitude Ritten Time-specific SMART Goals

25. One Activity That Will Build Customer Loyalty

26. Compliments • Specific - respect, like, admire • Have • Know • Do • Are • Why you say that • Ask a question about #2 above

27. Customer Service “Let’s Get Back To It” “Nothing happens until someone sells something!”