Customer Service Secrets

By now you have figured out that I have a few favorite topics, , , Public Speaking and the use of visual aids. But there are more. Leadership, management, innovation, and the list goes on. Included in my most favorite topics is Exceptional Customer Service.

I have already published a popular little, clickable model about Suzie and her attitude. Several people have embedded this little presentation onto their websites or blog. For this I thank you!

Customer Service Secrets, By Wayne Kronz

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Today we go back to Suzie to help us see James C. Hunters' two most important secrets of exceptional customer service: Love and Will.

If you are involved in human resources or anything to do with customer service training, you need to read Hunters' excellent book on the topic, The Servant: A Simple Story About the True Essence of Leadership.

His inverted pyramid model is so on target as a training tool.

Wayne

The Sandwich Model

Effective model building need not be complicated. Creating an effective visual aid can be as simple as employing the old, time-tested “sandwich” structure.

The Sandwich Model

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Stephen Covey, in his best-selling book, The 7 Habits of Highly Effective People , tells us how good habits are formed from the merger of skill, knowledge and desire.

In my opinion, that’s a good start, but there is one more element that is necessary to establish effective habit. Or anything else, for that matter.

It is action, , , hard work, , , both seen and unseen.

So I have prepared a simple graphic to help you teach this principle.

Try it out on your next audience.

You can use this clickable model, from this blog and project it. Or you can hand draw it on a flipchart or whiteboard.

Wayne

The Up Arrow, Down Arrow, Overlap Method

You know how important it is to be able to illustrate, contradiction, paradox and conflict in a way that your audience will respond positively to your message.

Charles Hampden-Turner’s “Systems Dilemma” Paradox

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I done two “paradox boxes” in previous posts. Today, I’m going to take the idea of extremes to another level, , , and show you another way to convert your contradiction into easy and constructive visual form.

I call the “Up Arrow, Down Arrow” method. You’ll also see the “over-lapping” technique used, that comes from the school of Venn Circles.

The content for this visual technique comes from an old book I’ve had in my Visual Speaking Library, for over a decade, Charles Hampden-Turners,’ Charting the Corporate Mind.

I have his book in my collection because of its’ subtitle, Graphic Solutions to Business Conflict. Its’ graphic content is wonderful.

Snapping? One way he visually deals with conflicts is by showing a rope under tension and in a state of “snapping.” While this picture is often an accurate one, there are times paradox and conflict can and does work constructively in life and in organizations.

And so I have employed the overlapping idea, instead of the snapping concept.

On page 11 and 12 of Hampden-Turners’ book he lists several conflicts typical to business and suggests the metaphor of a Captain and a ship at sea.

Metaphor of the Sea. In the clickable model shown here, the first conflict is continuity (stability of the Captain) and the constant change of the sea. This is a huge extreme of conditions. And so “The Metaphor of the Sea.”

The second great conflict he brings to us is the idea of top down authority and the up flow of shop floor information. And yet both conditions must be there if there if an organization is to, best function.

Differentiate or Integrate. Third, is the conflict between, “differentiate or integrate.” Both are needed if you are going to see “the whole develop.”

Bring this model up to full screen, click the big start button, then click on the double-right advance button for each succeeding animation.

Try it, , , this Up Arrow, Down Arrow, Overlap Method. I think it will serve you well.

Wayne

Why She Buys, Demographic Change

Why She Buys, Demographic Change

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Here is Bridget Brennan's "Demographic Change" model I've been working on from her book Why She Buys: The New Strategy for Reaching the World's Most Powerful Consumers.

This is another clickable advancing model. Because it is on only one slide, after you click the start arrow, you'll need to advance each annimated revelation, (on the SlideBoom control bar) by clicking the double-right arrow for each new action.

Always click to the full-screen mode in the lower right cornor of the SlideBoom control bar.

Let me know how this clickable model works for you.

Wayne

Outside Innovation, by Patricia Seybold

Outside Innovation Clickable Model

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Here is a clickable model you can use to teach how you as a business leader can positively effect how your customers will help you innovate new products and services for your future. And these ideas DO apply to we who speak and sell information products!

This model is based on the principles Patricia Seybold teaches on pages 27-29 of her book, Outside Innovation: How Your Customers Will Co-Design Your Company's Future .

Wayne

A Coalition for Change, John Kotter

A few days ago, I gave you from the book, The Communication Problem Solver: Simple Tools and Techniques for Busy Managers by Nannette Rundle Carroll, a little visual aid that shows you how to overcome many of your communication problems,

It’s a three step model.

I am a great fan of a three step process. As a public speaker, you should always be trying to reduce your message to its’ simplest form, , , and it doesn’t get much smaller than three steps.

Coalition for Change

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Today I have created a similar three step process from the three concepts John Kotter presents on page 66 of his book, Leading Change.

It is one you might find helpful in your current speaking activities. This model can be played and advanced by your click of the double-forward button on the Slideboom control bar.

Wayne

Robert Cialdinis' book Influence

Robert Cialdinis' Influence Model

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Forty-nine posts?! But this is far and away the most notable (in my opinion). What we have here is a clickable, animated model based on Robert Cialdinis' book, Influence: The Psychology of Persuasion (Collins Business Essentials). It should be required reading for all public speakers, presenters and information marketers.

This is a one-slide model with element animated by the click of the mouse.

Simply access this slide from this blog and then expand it to full screen. Plug your laptop into a TV set or projector and then click on the double-right advance arrows, and each action will do just what you want it to.

First, you should read the book, , , then design your presentation or module, rehearsing with your clicking of the mouse. This is one visual aid that you litterally can use in tomorrow presentation.

Wayne