logging in or signing up Self Knowing for Effective Customer Service TTani Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 79 Category: Others/ Misc License: All Rights Reserved Like it (0) Dislike it (0) Added: March 19, 2011 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript Self Knowing for Effective Customer Service ‘Dealing with the Real Boss’: Self Knowing for Effective Customer Service ‘Dealing with the Real Boss’ by Tani O. Ifediora March, 2011AIM:: AIM: To assure maturity in customer service by adopting a healthy attitude in relationship management , respect ing and accommodat ing people differences .THE ROAD MAP: THE ROAD MAP The Boss. What & Who? Relational ability Substance quotient Your personality and Your qualities Self-Understanding (Positives/Negatives) Correcting flaws Dealing with the Person ConclusionThe Boss. What & Who?: The Boss. What & Who? What? The dominant partner in a relationship or the dominant member of a group, who tends to make decisions and give instructions Who? Somebody who is in charge of others, especially in a work environment… the real boss you? the customer? or both?Relational Ability Substance Quotient: Relational Ability Substance Quotient Your relational ability is dependent on your substance quotient Are you patient or easily irritable? Is your disposition understanding or blaming? Do you tend to be calm or fretful? Can you maintain your own or you are readily intimidated? You cannot give out what you don’t haveYour Personality & Your Qualities: Your Personality & Your Qualities #Personality Welcoming? Friendly? Gregarious? Snappy Withdrawn? Timid? #Qualities Listening Quick Alert Hasty Irritable Impatient Unsure+ves …Self-Understanding… -ves : + ves …Self-Understanding… - vesCorrecting Your Flaws: Correcting Your Flaws Recognize the flaw(s), negative, drawback Address it/them putting forward a plan Decide corrective steps and action i.e. List flaws Single a flaw at a time & replace with alternate response Focus change in 30/40 day time capsule Have an accountability partner to strengthen your resolve to changeDealing/ Relating with the Real Boss: Dealing/ Relating with the Real Boss To Deal, Be ‘in charge’ Be firm Maintain professionalism Keep eye contact To Relate, See the ‘person’ Listen to understand Show empathy Remain polite Communicate – feedback on action planConclusion: Conclusion ‘Information without application leads only to frustration’ Thank you for your time and attention. You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.
Self Knowing for Effective Customer Service TTani Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 79 Category: Others/ Misc License: All Rights Reserved Like it (0) Dislike it (0) Added: March 19, 2011 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript Self Knowing for Effective Customer Service ‘Dealing with the Real Boss’: Self Knowing for Effective Customer Service ‘Dealing with the Real Boss’ by Tani O. Ifediora March, 2011AIM:: AIM: To assure maturity in customer service by adopting a healthy attitude in relationship management , respect ing and accommodat ing people differences .THE ROAD MAP: THE ROAD MAP The Boss. What & Who? Relational ability Substance quotient Your personality and Your qualities Self-Understanding (Positives/Negatives) Correcting flaws Dealing with the Person ConclusionThe Boss. What & Who?: The Boss. What & Who? What? The dominant partner in a relationship or the dominant member of a group, who tends to make decisions and give instructions Who? Somebody who is in charge of others, especially in a work environment… the real boss you? the customer? or both?Relational Ability Substance Quotient: Relational Ability Substance Quotient Your relational ability is dependent on your substance quotient Are you patient or easily irritable? Is your disposition understanding or blaming? Do you tend to be calm or fretful? Can you maintain your own or you are readily intimidated? You cannot give out what you don’t haveYour Personality & Your Qualities: Your Personality & Your Qualities #Personality Welcoming? Friendly? Gregarious? Snappy Withdrawn? Timid? #Qualities Listening Quick Alert Hasty Irritable Impatient Unsure+ves …Self-Understanding… -ves : + ves …Self-Understanding… - vesCorrecting Your Flaws: Correcting Your Flaws Recognize the flaw(s), negative, drawback Address it/them putting forward a plan Decide corrective steps and action i.e. List flaws Single a flaw at a time & replace with alternate response Focus change in 30/40 day time capsule Have an accountability partner to strengthen your resolve to changeDealing/ Relating with the Real Boss: Dealing/ Relating with the Real Boss To Deal, Be ‘in charge’ Be firm Maintain professionalism Keep eye contact To Relate, See the ‘person’ Listen to understand Show empathy Remain polite Communicate – feedback on action planConclusion: Conclusion ‘Information without application leads only to frustration’ Thank you for your time and attention.