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The Power of Strong Service Leadership Management

Steve CosciaCoscia Communications Inc.

www.coscia.com

Being A Leader & Service Meetings

Personalization

Experience(story)

Content

Highest Level

Lowest Level

Command the room. Posture, eye contact,

smile, be authoritative

and prepared.

People like and learn from stories. Share a

success from the past

week.

They will pay more attention to this if you put more effort

into the above two behaviors.

Speech & Training Effectiveness

� Four Step Process

1. Preparation – Mental Focus

2. Presence – Platform Mechanics

3. Residual – What do you want employees to Feel, Understand, Do and Remember?

4. Outline – Open, Middle and Close

2 or 3 minutes (this sets the

stage for meeting

success)

Most of the meeting may be

comprised of this.

1 or 2 minutes to reinforce your key

message.

Dealing with rejection is what enables a person to grow both personally and professionally.

The visceral, gut-level stomach ache one gets when they are rejected can be the fuel to ensure that it doesn’t happen again.

Many people over-achieve simply because they endured rejection.

People’s feelings are going to get hurt!

Leaders Speak the Truth - Life Is Not Fair

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Expectations

No Vapor

Get it inBlack & White

Expectations

Teamwork and Cooperation What is Management?

� Getting things done through people.

What is Delegation?

� Giving people things to do.

Training

The cost of training is always less

than the cost of ignorance.

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Manager

Involvement

Subordinate

Involvement

“I’ll do it.”

“Look into this and give me the particulars. I will decide.”

“Give me your analysis and recommendation for my review.”

“Decide and let me know your decision. But wait for my go ahead.”

“Decide and let me know

your decision. Then take action unless I say not to.”

Decide and take action,

but let me know what you7 did.”

“Decide and take action. You need not check back

to me.”

Managers may use a variety of delegation levels, depending on the task, the person

and the complexity. Regarding human assets, a

manager’s primary role is to help subordinatesbecome more successful.

Manager’s Responsibility

Successful Delegation

.Tell why the task is important.

.Define the desired results.

.Define authority parameters.

.Agree on a deadline.

.Ask for feedback.

.Set up a follow up schedule.

Manufacturer ContractorDistributor CSR

•R & D•Engineering

•Design•Supply Chain

•Logistics•Marketing•Advertising

•Sales•Training

•Supply Chain•Logistics

•Marketing•Advertising

•Sales•Training

•Marketing •Advertising

•Sales•Training

The Supply Chain

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Wimp

Junction

The Anatomy of a Call

Scripting Methodology

Situation: Service Strategy:

Possible Script:

Customer calls and demands a quote for a leaky faucet.

Remain calm, speak slowly and with a positive tone of voice. Convey

that phone quotes are often inaccurate and that visual confirmation

is required to properly assess the problem. Ask to schedule for today.

Our experience is that a phone quote is almost always inaccurate,

so instead of Low Balling a price to get in the door, our customers

have come to prefer a price based on us accurately inspecting the

situation and making a recommendation. We can have a plumber

come this morning. May I schedule you?

1

2

3

Writing a Script for Price-Shopping Customers

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Customer Satisfaction History

9%

19%

54%

0%

10%

20%

30%

40%

50%

60%

70%

Didn't Complain Complained But

Not Satisfied

Complained And

Satisfied

Data Point 1

Data Point 2

Source: TARP 1974 – 1979, Authorized by US Gov. Customer Satisfaction Study

The above study is about listening.

Why People Don’t Listen

� Short Attention Span – Many fit this profile

� Biases - Based on past experience

� The Need To Be Right -Driven by personal agenda

� Time Constraints - Too rushed to communicate clearly

Courageous ListeningThe most common cowardly listening behaviors are:

� Too embarrassed to admit mind-drift - continue the hoax and hope for the best.

� Too timid to ask a person with a heavy foreign accent to repeat themselves - fail to qualify.

Listening Skills

� empathetic

� peripheral

� 8

� tension

� interrupt

� active

� seconds

� assume

� attentive

� 10

� vision

� say

� energy

� problems

� 50

Work with a partner to determine which words will complete each phrase.

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Training SystemContractor BundleStarter Bundle

Educational Resources

Questions? Call Steve Coscia 610-853-9836

Thank You

Steve Coscia

Coscia Communications Inc.

610-853-9836

steve@coscia.com

www.coscia.com