Heart of Service by Richard Cunningham

Wow - very effective speaker, good content, I can use this!!"

- Participant

A few words from the presentation… We know what it’s like to be served exceptionally well. If we use those insights and see things through the eyes of those we serve, we get a better idea of how to do that for others. It’s all about building trust and rapport “on the people side of things” first that will help us get things done. This is at the very heart of service.

At the Heart of Service

General Description:

Service is the heart of our work. And at the heart of service are well-tuned people skills and a positive attitude. It’s not easy! Delivering exceptional service is full of challenges and pitfalls. It takes non-stop commitment and energy.

Yet there are some key, common-sense service principles that successful people in any job use.
These key principles help us navigate through the challenges, to being exceptional. It’s all about being excellent in both service and tasks that enhance our own job quality, satisfaction, and career.

Presented For:

Anyone wanting to work on making each service interaction and relationship one of respect and trust. Whether you serve the public, co-workers, or both, this seminar offers practical tips and tools, discussion and skill practice that can make a difference to you – and those you serve.

Key Ideas:

Results of a “Success at Work” qualities survey.
How exceptional service skills will affect your career.
What people who are masters at service do in delivering it.
Identifying and using the service impressions you want to create.
Using the “moments of truth” to deliver exceptional service.
Communicating empathy.
Understanding the service needs of different communication styles.
How defensiveness impacts service moments.

Practical Skills:

Establishing rapport by seeing others’ needs through their point of view.
Sparking personal effectiveness growth through a “self-coaching triangle”.
Answering with skills -- the 4 questions people have about people serving them.
Using a simple interpersonal service checklist to guide service moments.
Increasing your flexibility with various people and communication styles.
Practicing the skills to take care of your own stress when responding to people who are frustrated, angry, or otherwise present special challenges.
Using listening skills for effective problem-solving.