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Spreading Contagious
EnthusiasmTM
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Where in the World is
Barbara?
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NEW PRODUCT -- Ebook
of "Johnny the Bagger'sÆ Thoughts for the
Day"
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News at Barbara Glanz
Communications, Inc.
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3 Things I've Learned
About Customer Service
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Request for Stories
of Love
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THREE THINGS I'VE
LEARNED ABOUT CUSTOMER SERVICE
By
Barbara A. Glanz, CSP
I have been
working in customer service for most of my life.
As a high school and college teacher, I was among
the first to realize that I had customers. Later
as Manager of Training and then Director of
Quality in Training for Kaset International, an
award winning Times Mirror company that focused
solely on service quality, I designed customer
service training, trained customer service
trainers, and consulted regularly with senior
managers who were initiating service cultures in
their organizations. In the last fifteen years I
have worked with hundreds of organizations,
written a number of books and articles on
customer service, and I have spoken worldwide on
the topic.
During all this time I have
come to three realizations about customer
service:
1. You cannot mandate customer
service. Management can threaten, punish, train,
reward, cajole... yet if an employee does not
want to give good service, it simply will not
happen. I have seen the very best skills
training programs installed, performance reviews
that reflect service attributes, reward and bonus
programs that are extraordinary, and even threats
of job loss, yet some employees simply choose NOT
to give good service.
2. Customer
service comes from the inside out. As I have
watched people at all levels in organizations
throughout the world, both public and private, it
has become very clear that in order for employees
to give good service, we must win their hearts
and spirits to WANT to serve, not out of loyalty
to the boss or the organization but simply
because they want to make the world a little
better place. I have found that everyone has a
heart. Some are just harder to penetrate than
others!
3. Giving good service involves
creative, "out of the box" thinking. Those who
give the best service do so by offering options,
alternatives, and new ways of doing things. They
bend the rules for their customers, and they
ALWAYS meet the customer's human need for
kindness, respect, and understanding even if they
cannot in some creative way meet his or her
business need.
What does this mean to
you as a manager? Training, rewards, threats,
and policies are not enough. First, you must
hire wisely, and second, you must model the
qualities you desire in your employees as you
interact with them. The way you treat your
employees will ultimately be the way they treat
their external customers!
"Building
customer loyalty is all about
RELATIONSHIPS--taking care of both the customer's
human need as well as his or her business need.
The same is true for your internal customers.
You cannot have good external customer service if
you do not care about your internal customers.
Managers can help their employees by encouraging
and supporting them in building lasting
relationships with all their
customers."
Barbara A. Glanz
BARBARA GLANZ BIOGRAPHY
For free
articles you can use in your company newsletters
and an archive of dozens of immediately
applicable "Ideas of the Month," go to www.barbaraglanz.com/articles.
Barbara Glanz, CSP, works with organizations that
want to improve morale, retention, and service
and with people who want to rediscover the joy in
their work and in their lives. She is the author
of 11 best-selling business books and has
presented on all 7 continents and in all 50
states. As an internationally known speaker,
trainer, and business consultant who has a
Master's degree in Adult Education, Barbara lives
and breathes her personal motto: "Spreading
Contagious
EnthusiasmTM." For
more information, she can be reached directly at
941-312-9169; Fax 941-349-8209; email: bglanz@barbaraglanz.com;
website: www.barbaraglanz.com.
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WHERE IN THE
WORLD IS BARBARA?
APRIL
12 -
13 Hearst Corporation Leadership Conference,
Arrowood, NY
13 Real Recognition Radio
Interview
29 Veterans Health Administration
Healthcare Retention and Recruitment Office, San
Antonio, TX
MAY
5 - 6
Huntsville, AL
13 Kansas City Association of
Financial Professionals,. Kansas City, MO
18
Sarasota Arts Council, Sarasota, FL
21 Hold,
Tri-County HR Conterence, Naples, FL
24 - 28
Mini College, University of Kansas, Lawrence,
KS
JUNE
26 - 30 Society for
Human Resource Management National Convention,
San Diego, CA (Super Session and Book Signing
6/27)
JULY
1 - 2 Oceanside,
CA
3 - 5 Carlsbad, CA
6 - 8 Togo's, San
Jose, CA
16 - 21 National Speaker's
Association Conference, Orlando, FL
22 - 29
Mandorla Ranch, Missoula,
MT
AUGUST
12 - 13 Hold,
National Institute of Government Broadcasting
(Five Star Speaker)
26 - 29 Veteran Speakers
Retreat, Boiling Springs,
PA
SEPTEMBER
17 National
Commerce Bank Services, New Orleans, LA
19 -
20 Lead Like Jesus Board, Dallas, TX
21 -
22 Battleford Chamber of Commerce, No.
Battleford, Saskatchewan, Canada
30
Guideposts National Cabinet Meeting, New York,
NY
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BARBARA WILL
SPEAK AT THE NATIONAL SOCIETY FOR HUMAN RESOURCE
MANAGEMENT NATIONAL CONVENTION JUNE
27
ON Sunday, June 27, at the San Diego
Convention Center, Barbara will present a "Super
Sunday" session at the national SHRM conference
on "The Simple Truths of Service Inspired by
Johnny the BaggerÆ." This conference usually has
about 10,000 participants from all over the
world, and Barbara has been rated one of their
top speakers since 1997.
BARBARA WILL
HOST GLOBAL SPEAKERS FEDERATION MEMBERS At THE
NATIONAL SPEAKERS ASSOCIATION CONVENTION IN
JULY
Barbara has been asked to host the
opening reception of the Global Speakers
Federation on Friday, July 16, at the Marriott
Hotel in Orlando. Several hundred speakers and
consultants from around the world are expected to
attend.
BARBARA ATTENDED THE UNIVERSITY
OF KANSAS MINI-COLLEGE IN MAY AT LAWRENCE,
KANSAS
I was privileged to take part in
a wonderful life learning experience - a week of
lectures and classes on the campus of KU taught
by top college professors to a group of educated
and interesting adults. The professors who
taught each of the nearly 75 different 90 minute
sessions were all volunteers who had to "apply"
to be a part of the week.
We
individually ahead of time planned our
"curriculum" which consisted of choices from
diverse areas of learning, including politics,
religion, science, education, life skills, film,
history, psychology, philosophy, and art. We
were each able to experience fifteen 90 minute
classes and several lectures and addresses to the
entire group as well as walking, museum, and bus
tours.
The full group presentations
during the week included addresses from the Dean
of the College of Liberal Arts and Sciences, the
Chancellor of the University, a film screening
of "The Only Good Indian," Steve Hawley, an
astronaut from NASA (participated in 5 shuttle
missions) who spoke on "Inside Space," a session
on "Flamenco for Everyone," and a presentation on
"From the Golden Valley to Silicon Valley-A NewEra
of Cancer Treatment" from the Executive Chairman
of Genomic Health.
It was an amazing
learning experience, and I have already signed up
for next year, June 6-10. You can read the notes
from all my classes on my blog,
www.barbaraglanz.com/blog/.
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We are still
collecting stories of loving things people have
done for one another for a new book with Ken
Blanchard titled, "Johnny the BaggerÆ--Love in
Action." Please email us any experiences you
have had or stories from your work at bglanz@barbaraglanz.com.
These are the chapters of the
book:
PATIENCE
KINDNESS
GENEROSITY
HUMILITY
COURTESY
UNSELFISHNESS
GOOD TEMPER
GUILELESSNESS
SINCERITY
Here
is an example of one of the stories from the
book:
In this story we love the
sincerity of the teacher and how honest she was
with feelings that most of us have but hate to
admit... and then the sincerity of the child who
gave her the gift of himself through his
drawings. We never know what the simplest gift,
given in love, can mean to someone or how it can
change their attitude.
Barbara received
this email from a woman named Tracy who had read
her book, "The Simple Truths of Appreciation -
How Each of Us Can Choose to Make a
Difference:"
"I just wanted to let you
know how much I enjoyed reading your book. I
could see someone I knew in each story that I
read. I want to tell you about a little boy who
truly touched my life about twenty years ago. I
was working in an inner city school and I had one
little boy who was really not very nice--the kind
of child, I am ashamed to admit, you hoped got
the chicken pox when an epidemic went through our
school.
My birthday came around, and
all the students gave me little trinkets as
gifts. This young man went to his backpack and
came over and gave me his gift wrapped in tin
foil. It was tied up with yarn. I opened this
gift and inside was a rock --a very smooth round
rock. He had drawn little pictures all over the
rock.
I got tears in my eyes and my
life changed that day. I saw that little boy in a
whole new light. i love that rock. As a matter
of fact, of all the things I was given when I was
working at that school, the rock is what I still
have kept . I treasure that rock. I have no idea
where that young man is today, but I think of him
often. And I wonder if he knew what he taught me
that day about love with that little gift that
meant so much. "
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© Barbara Glanz Communications,
Inc. 2010. All Rights Reserved.
Permission is granted to reproduce or
forward this newsletter with copyright and
contact information intact. If you are receiving
this as a forward and would like your own
no-cost, no-obligation subscription, enroll at www.BarbaraGlanz.com
or write SUBSCRIBE in the subject of an email to:
bglanz@barbaraglanz.com.
To stop receiving it, write UNSUBSCRIBE in the
subject
line.
Back to www.barbaraglanz.com.
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