Lisa Ford: “How to Provide Gold Standard Customer Service”
Session Preview
Competition has never been more intense. How can your organization gain a competitive marketplace edge? One way is to win the customer service battle.
Lisa Ford says that providing gold standard customer service will not only provide a competitive edge, but it can also greatly increase corporate profitability.
Lisa Ford is a specialist in advising companies about how to best serve and retain customers. Her best-selling audio, video, CD-ROM and DVD training programs have generated in excess of $40 million in revenues. You can read more about Lisa Ford here.
“We have to create a totally satisfied customer if we're going to impact the bottom line. I believe a satisfied customer is up for grabs. And I don't want someone else grabbing your satisfied customers.” — Lisa Ford
Lisa Ford: “How to Provide Gold Standard Customer Service”
Session Learning Goals
In this Bullet Proof® Manager session you will learn how to:
- Apply the “Five Rules of Gold Standard Customer Service.”
- Identify your “internal/external” customers and ways to retain those customers.
- Recognize the three types of customer service behavior.
- Apply the “Rule of Empathy” to deliver Gold Standard Customer Service.
“We have to create a totally satisfied customer if we're going to impact the bottom line. I believe a satisfied customer is up for grabs. And I don't want someone else grabbing your satisfied customers.” — Lisa Ford
Zig Ziglar: “Establishing Goals and Priorities”
Session Preview
Basketball great Michael Jordan once said never worry about the consequences of missing a big shot, because when you think about consequences, you always think in terms of negative results.
Zig Ziglar believes that most people don’t worry about the consequences of missing a big shot, but for a totally different reason. He says most people don’t even have a basket…or a goal…to shoot for in the first place.
Zig Ziglar has been referred to as “America’s ambassador to the world.” Millions of people, in more than 100 countries, have read his best-selling books, including See You At the Top and Top Performance. He is a leading authority in the area of human engineering and is one of the world’s most sought-after and highly paid speakers. You can read more about Zig Ziglar here.
“There’s a certain amount of risk in setting goals but there’s even more risk in not
setting them.” — Zig Ziglar
Zig Ziglar: “Establishing Goals and Priorities”
Session Learning Goals
In this Bullet Proof® Manager session you will learn how to:
- Understand the danger of not setting goals.
- Use a seven-step process to establish a balanced set of goals for life.
- Differentiate between goals and dreams.
“There’s a certain amount of risk in setting goals but there’s even more risk in not
setting them.” — Zig Ziglar
Lisa Ford: “How to Provide Gold Standard Customer Service”
Facilitation Tips
Here are some helpful tools that meeting leaders can use to conduct Bullet Proof® Manager training in their place of business:
Presentation Slides, Transparencies
File format: PowerPoint presentation
Description:This is a presentation that that can projected as slides, or printed and used as transparencies. This presentation follows the agenda of this session.
Get file:Get session slides here
Get transparencies here
Variation of page 7 exercise
File format:Adobe Acrobat PDF file
Description:This is a variation of the exercise found on page 7 of this module, where participants apply the Rule of Empathy in responding to customer complaints.
Get file:Here
What’s in it for me?
File format:Adobe Acrobat PDF file
Description:With this sheet, you can help your team to see the personal benefits of delivering Gold Standard Customer Service.
Get file:Here
Who are your customers?
File format:Adobe Acrobat PDF file
Description:This sheet will allow people to identify who their internal and external customers are, what constitutes Gold Standard Service to them, and how they can work to retain customer business.
Get file:Here
In what ways can we…
File format:Adobe Acrobat PDF file
Description:You can use this sheet to help people see that delivering Gold Standard Customer Service to customers can also lead to a high level of personal satisfaction.
Get file:Here
I am responsible for delivering Gold Standard Customer Service
File format:Adobe Acrobat PDF file
Description:Participants can review this sheet every week or every day and evaluate whether they have applied Lisa Ford’s five rules of Gold Standard Customer Service in their work.
Get file:Here
Zig Ziglar: “Establishing Goals and Priorities”
Facilitation Tips
Here are some helpful tools that meeting leaders can use to conduct Bullet Proof® Manager training in their place of business:
Presentation Slides, Transparencies
File format: PowerPoint presentation
Description:This is a presentation that that can projected as slides, or printed and used as transparencies. This presentation follows the agenda of this session.
Get file:Get session slides here
Get transparencies here
Preserving our natural resources
File format:Adobe Acrobat PDF file
Description:In this exercise, participants identify their greatest natural talent, and then they consider ways that ability can be used to stimulate growth in key areas of their life.
Get file:Here
Your life objectives can be found in your wallet
File format:Adobe Acrobat PDF file
Description:In this exercise, participants list their 2-5 most-important objectives in life, and then they list those key objectives on a wallet card that can be reviewed every day, week and month.
Get file:Here
Quality of life versus standard of living
File format:Adobe Acrobat PDF file
Description:In this exercise, participants discuss the attributes of a high quality of life and some of the characteristics of a high standard of living. Then they evaluate and discuss the differences in these two lists.
Get file:Here
The part I play in meeting team and company goals
File format:Adobe Acrobat PDF file
Description:In this exercise, participants discuss the attributes of a high quality of life and some of the characteristics of a high standard of living. Then they evaluate and discuss the differences in these two lists.
Get file:Here