Gordian Knot Customer Service

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Information about Gordian Knot Customer Service
Business & Mgmt

Published on December 29, 2008

Author: KimHolland

Source: slideshare.net

Description

Using the story from greek mythology teach cutting through excuses for excellent customer service.

CUTTING THE GORDIAN KNOT

 

 

Be Nice

Attitude determines how “nice” you are. Personality-Who you are Environment-What around you Expression of Others-What you feel Self image-How you see yourself Exposure to growth-what you have experienced Association with Peers-Who you are with Choices-What you do

Personality-Who you are

Environment-What around you

Expression of Others-What you feel

Self image-How you see yourself

Exposure to growth-what you have experienced

Association with Peers-Who you are with

Choices-What you do

How to choose the right attitude Take responsibility for your attitude Evaluate your present attitude Develop the desire to change Change your attitude by changing your thoughts Develop good habits Manage your attitude daily

Take responsibility for your attitude

Evaluate your present attitude

Develop the desire to change

Change your attitude by changing your thoughts

Develop good habits

Manage your attitude daily

Be quick and take your time

Make customers into fans IPOD story

IPOD story

Focus on Customer Satisfaction vs. Customer Service

Focus on Customer Satisfaction vs. Customer Service

“ Waiting for ideal conditions is rarely an option”

“ Waiting for ideal conditions is rarely an option”

Perspective on Problems Key story Problems are everywhere, and everybody has some Our perspective on the problem, usually determines our success or failure There is a difference between problem spotting and problem solving The size of the person is more important that the size of the problem Problems responded to correctly, can actually advance us forward

Key story

Problems are everywhere, and everybody has some

Our perspective on the problem, usually determines our success or failure

There is a difference between problem spotting and problem solving

The size of the person is more important that the size of the problem

Problems responded to correctly, can actually advance us forward

Take the blame

Memorize awkward phrases “ It’s my fault”

“ It’s my fault”

Fix everything two ways Almost every problem has 2 solutions 1. Immediate solution 2. Deeper solution-keeping the problem from ever happening again Investigate-how and when, who knows? Write the new procedure Get an expert involved By fixing the simple problems, all you will be left with are the very weird complicated knots

Almost every problem has 2 solutions

1. Immediate solution

2. Deeper solution-keeping the problem from ever happening again

Investigate-how and when, who knows?

Write the new procedure

Get an expert involved

By fixing the simple problems, all you will be left with are the very weird complicated knots

Practice puppetry Pretend you are a puppeteer. The patient is upset with the puppet

Pretend you are a puppeteer.

The patient is upset with the puppet

If change doesn’t cost you anything, then it isn’t real change. John Maxwell

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