 |
|
|
|
|
|
         |
|
|
| |
 |
 |
E-Steemed
Up!
Volume
7 |
|
Inside
This Issue...
Greetings
from Betsy
All Eyes On
Customer Service
What
Children Teach Us
Customer
Service Superstar!
Children
Lose A Champion
Demand
For Personal Coaches Soaring
The Power
of (Positive/
Negative)
Thinking
|
All
Eyes on Customer Service
Customer Service was
selected as the theme for this issue,
due to the overwhelming attention it has
been receiving throughout the corporate
world, as well as in service organizations.
Over the past 15 months Esteemed Human
Development has received more requests
for training and keynote speaking on this
topic than any other.
Why all the fuss these
days about improving Customer Service?
The level of service we've been providing
to our customers for many years has always
been acceptable. All of a sudden it's
not good enough. Management has us under
a microscope every day!
Does this sound familiar?
Day after day, Customer Service is the
focal point of board room strategy sessions.
Where many industries once had an established
leader or two with a superior product,
and a price that couldn't be matched,
modern technology has somewhat leveled
the product playing field.
Broadening the scope
of services available to customers, and
enrolling employees in its significance
has become priority Number One. In many
cases, providing superior Customer Service
is the only tool available to set an organization
apart from its competitors.
Nonprofit organizations
are also intensifying their focus on service.
Many supervisors in these agencies express
concern that employees don't hold Customer
Service as significant, and sometimes
even treat clients as though they were
there to serve, rather than be served.
Okay, I get it. It's
a new day. I can jump on the Customer
Service Express, or be left behind. How,
exactly, do I need to be different? What
do the best Customer Service people do
that makes them the best? Can you really
teach an old dog new tricks?
The good news is that
you and your staff are not old dogs, and
Customer Service is no trick-it's just
a choice. You can choose the status quo,
or you can choose to grow.
The list of "Things to
do to shift Customer Service" is far too
lengthy to list here. It is not uncommon
for organizations wanting improved Customer
Service to spend many hours in a training
room teaching the finer points of service.
However, here are a few of the more important
points to get you started:
Be Professional.
Professionals address challenges, not
problems, and they do so with an "anything
is possible" attitude. They stand responsible
for all the results in their lives, and
have a commitment to action. They do their
very best-anything less is unacceptable.
Focus Out.
We have to listen to our customers in
order to know their service needs and
expectations. We don't define what excellent
Customer Service is-the customer does!
Balance Internal
and External Customer Service.
We usually focus only on the external
customer, the end user. But we need to
take care of our internal customers as
well. These are colleagues or associates
with the same mission we have-anyone affected
by our actions. Staying in communication
with our internal customers nurtures the
team effort so vital to serving our external
customers.
Do Whatever It
Takes. Excellence is often inconvenient.
Those who provide superior Customer Service
routinely "go the extra mile," understanding
that their job is to uncomplicate the
customer's life. They want to say YES
as often as possible.
Train the Whole
Team. The organizations consistently
delivering the highest quality of service
don't hold Customer Service as the job
of only a few employees. Rather, it is
a way of doing business throughout the
company. Everyone is trained in the firm's
commitment to excellence in Customer Service,
and understands how it is related to their
specific job.
For information on
Customer Service Training for individuals
or organizations, call Esteemed Human
Development at 818-904-0903. |
Betsy
A. Haas, M.A.,
Presdident
Esteemed Human Development, Int'l
|
I am thrilled to resume the quarterly
publication of E-Steemed Up! after our
unexpected 14 month hiatus. It has been
truly heartwarming to hear from so many
of you who missed our newsletter!
We have spent considerable time and energy
during this latest growth spurt re-focusing,
re-organizing-even re-locating. These
tumultuous 14 months have included: building
and moving into a new office; upgrading
our computer system; adding new products
and services (see back cover); numerous
staffing changes; and sadly, the departure
of my partner, Kathy McCreary (see page
2). All this, of course, was in addition
to our ongoing teaching, coaching and
speaking opportunities. I've been learning
more and more (not always willingly) about
"Flowing with the River of Change."
Remember to share with someone THE difference
they make to you!
Peace and Blessings...  |
| |
|
Kathy McCreary 1941-2000
I believe that children are our
future
Teach them well and let them lead the
way
Show them all the beauty they possess
inside
Give them a sense of pride and make it
easier
Let the children's laughter remind us
how it used to be
I decided long ago never to walk in anyone's
shadow.
If I fail, if I succeed, at least I'll
live as I believe
No matter what they take from me
They can't take away my dignity
Because the greatest love of all is happening
to me
I found the greatest love of all inside
of me. |
On August 16, 2000 the
world lost a very special individual,
as longtime child advocate Kathy McCreary
made her transition. Kathy's boundless
enthusiasm and commitment to children
were evident in all her life's work. She
found great fulfillment in being in service
to children everywhere, and to her family,
friends and community as well.
Kathy's sweet and gentle demeanor belied
a relentless tenacity when acting in the
interest of children. She was instrumental
in creating the Lobby known as The Child
Development Policy Institute. Upon completing
her term as its inaugural chairperson,
Kathy continued to lobby with the California
state legislature on behalf of children
for many years.
Kathy's numerous professional accomplishments
also included The Child Development Act
of 1980, for which she wrote much of the
language on campus child care. Her dedicated
work influenced the development of child
care centers as nurturing, safe environments
of quality care and learning.
Kathy was active in the Southern California
Association for the Education of Young
Children, the San Fernando Valley Child
Development Consortium, the California
Community College Early Childhood Education
Association, and the California Child
Development Administrators Association.
Her contributions to these organizations
will continue to impact the state of child
care for generations to come.
Kathy had an endless capacity to love,
and did so freely and unconditionally.
In addition to proudly mothering her own
children, she often found herself in a
matriarchal role with her nephew, nieces,
neighborhood kids and her children's friends.
The McCreary house was always a safe haven
when they were in need. No one was ever
turned away from Kathy's home, or her
heart.
Kathy's influence was also felt here
at Esteemed Human Development International
(EHDI). Her encouragement, inspiration
and support were fundamental not only
in the establishment of EHDI, but in its
continued maturation as well.
It is with profound respect that we dedicate
this issue of E-Steemed Up! to Kathy McCreary.
We honor her spirit, and joyously celebrate
the many ways her life enriched the world.
It is fitting that Kathy be commemorated
in this particular edition, which focuses
on Customer Service. Her life was all
about Service, and her Customers were
kids.
Although she is dearly missed, we are
grateful for her fabulous soul, and the
multitude of gifts she shared with us,
and the world! |
In our last newsletter
we introduced the "What Children Teach Us"
column. We received so much positive feedback,
we decided to look to the young ones again-infants,
toddlers, preschoolers and school age children-this
time, seeking their wisdom regarding Customer
Service. Take a look at these fundamentals
of Customer Service through their eyes.
Service With A Smile:
Young children love being in service, even
 though
we're not always receptive to their help.
Whether they're helping make chocolate chip
cookies, or repair the washing machine,
kids want to play a part in accomplishing
the task at hand. They love being your special
helper.
People First-Business
Second: Children want to connect
with your
heart and warmth FIRST! Once this is accomplished,
they're pretty much willing to do whatever
you ask of them.. As adults, we want the
same thing-to know that we matter. Once
we feel respected, we become more available
to give or receive quality customer service.
People don't care what you know until they
know you care!
Ask Questions:
Children are so uninhibited about asking
questions.
They ask and ask and ask, in order to help
clarify their world. The possibility of
a "stupid question" never crosses their
mind. They just want more information, and
they generally get it.
Tell the Truth:
When small children answer questions, or
otherwise deliver information, they inherently
only know how to say what is so (until,
of course, they learn otherwise from adults).
They're not in judgment about the information,
and they don't really care whether you like
their answer, it's just the truth. Imagine
if every time we gave or received information
it was simply the truth, delivered with
no shame or blame or expectation. Customers
are much better served when armed with the
truth.
Keep It Simple:
Children don't ask for things they don't
really want
right now, and they don't wrap their requests
in lots of stories and drama. They keep
it simple and to the point, fully expecting
to receive what they ask for.
Most everything we need
to know about life can be learned from children,
if we are willing to be the students!
|
|
 It
is so uplifting when, during the course
of our hectic lives, we somehow manage to
safely land in the nurturing hands of an
individual who is 100% committed to providing
customer service at its very best-a customer
service superstar, you might say.
Being on the receiving
end of outstanding customer service helps
us be more effective in accomplishing the
task at hand, and makes life less complicated,
more joyful. Great customer service can
also serve as a shot in the arm for our
self-esteem-knowing someone values our time,
and our mission.
It's one thing to theorize
about all of this, but we wanted to provide
a real life example of customer service
excellence in action (Remember, Models is
the fifth component of healthy self-esteem).
Gail Brovont of the Child Development Training
Consortium (CDTC) is such a role model.
Last year Esteemed Human
Development was contracted to do a series
of trainings throughout California as part
of CDTC's Administrator Institute Program.
As the producer of these events, Gail not
only handled the paperwork and logistics
issues for trainers and participants, but
also made sure that all necessary supplies
and equipment were available at the trainings.
Gail's exuberant personality
contributes mightily to her excellent people
skills. She's highly organized, keenly focused
on maximum involvement, and keeps the intended
results of the trainings and other events
in her sights at all times. She is committed
to producing the best possible experience
for trainers and participants.
Gail made our job simple,
in spite of our traveling to six cities.
Knowing all the details were handled, we
were able to focus on the trainees, and
on presenting nurturing and inspiring workshops
entitled "First Aid for Staff Burnout!"
We commend Gail for her
unwavering stand for excellence, and her
steady commitment to awesome customer service.
Gail, you are truly making THE difference!
|
Thank you Lakeshore Learning Materials
for being our first sponsor!
Once considered appropriate
for athletes only, many of today's most
powerful "movers and shakers" are savoring
the benefits of personal
coaching.
A variety of techniques
are used during one-on-one sessions to assist
in clarifying life purpose, establishing
and prioritizing goals aligned with that
purpose, and identifying the thoughts and
actions that interfere with the accomplishment
of those goals.
Recipients of personalized
coaching report becoming more successful
in many areas of their lives-career, relationships,
physical health, social skills, stress management,
conflict resolution... the list goes on
and on.
To learn more about
how Personal Effectiveness Coaching can
benefit you, call Esteemed Human Development
at 818-904-0903.
|
| Thelma,
Thanks for doing such a fabulous job redesigning
our website!
For more information call
925-998-8983 or e-mail:
thelma@barkingloons.com |
The
Power of (Positive/Negative) Thinking
(choose one)
by Marla
S. Osband |
|
Can a couple hours of training
really make you that much more aware? Can
that awareness awaken a sensitivity to those
around you, creating a model for caring
for one another?
The answer was a resounding "Yes!" for
my staff of 14 after completing You Make
THE Difference, a team building workshop
presented by Betsy Haas of Esteemed Human
Development.
This was an experienced team-over 85% of
them had worked together for at least six
years. Some had been together nearly 22
years! But they had become emotionally stagnant.
When their relationships eroded to the point
of sabotaging one another, it was clear
Team Building needed to be
the subject of our next staff training.
During the workshop Betsy reminded us that
today's thoughts become tomorrow's
realities. She invited us to observe
our thoughts (positive? negative? neutral?),
and provided us with a simple, but effective
device for reducing the frequency of the
negative ones.
Negative thoughts and conversations had
produced a negative work environment. In
order to transform that environment, the
focus started shifting to people's good
qualities, and what was possible. Caring
phrases began replacing pointed remarks.
The shift did not happen overnight, but
during the workshop the staff's respect
for one another had been rekindled, and
a new way of working together was in the
making. Skepticism was not welcome-collaborative
relationships were. Communication and positive
problem solving became the new passwords.
We have not achieved staff nirvana yet,
but there is much less negative gossip.
Back-stabbing (blaming) conversations are
being supplanted by empowering (acknowledging)
ones. A timely workshop resulted in a staff
that now focuses on peoples' good qualities.
This new direction (plus a few good old-fashioned
smiles) is making our staff one we all want
to be part of!
|
Participants of the Team Building Workshop
for Yuba/Sutter County Child Care Planning
Council. |
As this newsletter goes
to press, the year 2000 is drawing to
a close. The success enjoyed by Esteemed
Human Development during the year could
not have happened without the contributions
of a host of very committed individuals.
To our clients, and the multitude of dedicated
people in your organizations that make
it such a joy to work together... thank
you, thank you, thank you! To the many
vendors who have given us excellent customer
service throughout the year... bless you.
Finally, to everyone who has been a part
of the "Esteemed Team" here at Esteemed
Human Development-especially Berry Payne-I
am eternally grateful!
|
Start every day
with a Smile!
Receive the
"Positive Quote of the Day"
Inspirational Thoughts
to Start Your Day
E-mail Your Request to:
makethedif@aol.com
"I subscribe to a number
of motivational topics, but yours is the
absolute best on the internet."
"Your e-mail brightens my
day and keeps me focused on my goals."
"Your quotes are gentle
reminders that life is what you make it,
and that we do all make a difference."
"I can't tell you enough
how much your daily inspirations keep me
going." |
Popular
Training Topics
Esteemed Human Development delivers keynote
addresses, provides personal effectiveness
coaching, and facilitates interactive workshops.
The topics most often requested for keynotes/workshops
are:
- Self-Esteem/Motivation
- Customer Service
- Team Building
- Communication
- Change Management
- Staff Burnout
- Acknowledgment/Appreciation
- Customized Trainings
|
"I
really liked the way you threaded everything
in so my staff's issues had a chance to
come to the table, as well as the goals
I had for the session too. The customer
service part I thought was right on target."
Joy Guenther, General
Services Administration
|
"I
have heard nothing but positive feedback.
We all sincerely appreciate the time and
effort on your part to tailor workshops
that so uniquely fit our worklives!"
Helga Rindone, CRECEF |
|
"What an outstanding presentation! ...Ms.
Haas is a trainer who presents with great
passion and knowledge. Her interactive approach
held the attention of all who attended.
...The most important aspect of the sessions
is that our employees had greater self-esteem
and an eagerness to work as a team, which
is going to lead our organization to great
levels of success. I recommend every organization
experience "Esteem Within The Team" at least
once in their corporate life. It is an experience
you will not forget."
Charlotte Ervin Orange County
Head Start, Inc. |
E-Steemed Up!©
published by:
Esteemed Human Development International
Phone: (818) 904-0903 Fax: (818) 904-0076
e-mail: makethedif@imakethedifference.com
web: www.imakethedifference.com
Editor-in-Chief: Betsy Haas
Photography: Gary Stroud, BJ Hare
Photo Scanning/Insert Design: Charles Barrett
Esteemed Human Development
International (EHDI) is a training company
specializing in keynote speaking, personal
effectiveness coaching and workshop facilitation.
EHDI clients include individuals, corporations,
social service organizations and non-profits.
|
|
|
|
|
|
|
| ©2000-
Esteemed Human Development International, Van Nuys, California |
|
|
