A Program Outline

By Jerry D. Posner

 

Introduction

A. We’re all in the “same boat.”
B. Getting from “point A” to “point B.”
C. Personal definitions of “fun” and “success.”
D. Know your W.I.I.F.M.
E. Looking at the “Big Picture” — how we have impact.
F. Change and improvement — what does it take?

 

Customer Service

A. Service you hate.
B. Service you love.
C. Challenges and problems we face.
D. Short review of service basics.
E. Posner’s Top 10 customer service reminders.

 

The Power of Appreciation

A. Why show appreciation to customers and team?
B. How could showing appreciation impact my future?
C. Why might some people have trouble showing appreciation?
D. Ways to appreciate.

 

Resolving Conflicts

A. Depersonalize.
B. Compromise.
C. Harmonize.
D. A model for service recovery.

 

Better Communications = Better Service = Better Results

A. Reminders and tips for improving communications.
B. Cultural diversity.

 

Managing Stress

A. What is stress?
B. The “stress buster” device.
C. When your “buttons get pushed.”

 

Setting a S.M.A.R.T. goal

A. Good and bad goals.
B. How to “A.I.M.” at your goal.
C. Setting one solid, specific goal for improvement.
D. Writing a short, positive statement about the goal.
E. Sharing the goals.
F. Taking action.
G. Using the “reminder card.”

 

Ten tips to help you achieve your goal.

A. Write it down, review it daily.
B. Make lists.
C. Visualize it.
D. Write and read “positive affirmations.”
E. Practice and rehearse that which you want to become habit.
F. Give yourself permission.
G. Keep a journal.
H. Role models.
I. Be an optimist.
J. DO IT!

 

Recommended reading list.

Closing, summary and feedback.