 Giving good
service is easy. All the service provider has to
do is:
 Smile
Have eye contact
with the customer
Use the customer's
name
Listen attentively
to what the customer says
Mirror the body
language of the customer
Look
professional.
So, if
good service is so easy to deliver, why is it frequently
so difficult for customers to obtain? It certainly isn't because
organizations
don't spent money teaching their staff how to do things for customers.
It
probably has more to do with attitude than anything else.
TMI
believes that the basis of good service is that service providers
feel confident about themselves and at ease in a variety of
situationsincluding
service situations. Putting People First is primarily a book about
people,
their work, their private lives, and about the all the people in their
lives,
including their customers. It is also a process that helps people to
improve
their feelings about themselves as providers of services to
others.
Putting
People First (PPF) is based on the world-famous program
by the same name, first developed for Scandinavian Airlines in the
early
1980s. At the time, PPF was the largest effort the world had ever seen
to
motivate and train an entire service organization. In 1985, SAS was
named
"Airline of the Year" by Air Transport World. This was followed by the
award
for "Best Passenger Service" in 1986. The results achieved by SAS
generated
enormous interest in the PPF program and the philosophy behind it. TMI
worked
with British Airways' 36,500 employees with the same concepts, and in
1987,
BA was named "Airline of the Year." Since then, hundreds of thousands
of
people from private and public sectors all over the world have adopted
the
PPF philosophy.
Putting
People First is filled with many of the same exercises
used with SAS and BA to help you think about what you want in life and
then
to achieve your goals in both your work and private life. If you are
satisfied
with your life, you are more likely to be in a "service mood," and
therefore
do the "simple things" that constitute good service. Putting People
First
will teach you a customer-friendly language that helps retain the
loyalty
of customers by letting them understand that you and your company put
people first.
This
full-sized, 163-page book can be used by individuals who are
interested in improving their own lives and thereby becoming
outstanding
service providers. It can also be used by teams or entire organizations
as
the workbook to accompany a service program.
TMI, USA
also offers the Putting
People First program with
highly skilled and experienced program leaders who work their magic
with
small and large audiences.
Price List Order Information TMI Publications
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