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Customer Service

B O T T O M    L I N E    B E N E F I T S
Immediate and long-lasting!

  1. Each participant has a better understanding of his or her customer service style.
  2. Reduction of the potential for conflict or power struggles
     (preventive maintenance vs. crisis management).
  3. Higher morale and greater productivity.
  4. Better listening and leadership skills.
  5. Greater sensitivity to work force diversity.
  6. Tools for influencing an emotionally safe climate.
  7. Working with change; not against it.
  8. Knowing how to approach different people and situations.
  9. Implementation of change in a win/win situation.
 10.Enhancing self-motivated work teams.
 11.What works and what doesn't work in terms of motivation.
 12.Dealing more effectively with difficult behavior.
PROCEDURE - How you respond to rules set by internal and external customers
PEOPLE - How you interact and attempt to influence your customers 
PROBLEMS - How you approach problems and challenges
PACE - How you respond to change and activities 


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Note: Reproduction of any kind, including cutting and pasting, is strictly prohibited. 



Different groups have different needs. The Customer Service seminar experience is meant to be an interactive experience in a fun, non-threatening atmosphere.  The following is an option available to interested groups:

During the afternoon, participants can experientially understand more about Customer Service by playing the KnowMe™ game with any number of groups of four to six -- with a debrief exercise after everyone is finished. This highly-interactive game is based on the Disclosure/Feedback model of awareness known as the Johari Window (click to view more about the game), named after Joseph Luft and Harry Ingham. This award-winning game has been used in over 20 countries by a wide range of organizations and is specifically designed for establishing trust and building relationships in the workplace.

Quality & Service Game -- This game enables a group to address factors within the organization that influence the attainment of standards of excellence.  SAMPLE CARDS:


  Light-hearted: Tell the group what you think could be done in less time.
Light-hearted: Ask the group whether they think you feel free to take risks in your work.
  Serious: Tell the group how you feel about other
people pointing out defects in your work.
  Serious: Ask the group what they think makes it
difficult for you to achieve continuous
improvement in your work.
  In-depth: Tell the group who and what makes it
difficult to provide "on time" results to internal customers.
  In-depth: Ask the group what value-adding
contribution they think your job makes to
the organization.


 Workshops    Retreats   Seminars   Conferences   Conventions
N o   B u l l.    N o   H y p e.


P R O G R A M    O V E R V I E W

75% of the focus of this seminar will be on the internal world of the participant. 
25% of the focus will be on how participants interacts with customers and team.

Generic full day version with appropriate breaks

 * Participants share the best part(s) and most challenging aspect(s) of their jobs (if smaller group).
 * Presenter introduces himself and the purpose of the program.
 * Humorous concepts illustrating the reality that people are different; predictably  different.
 * Explore the five contributing factors to personal behavioral styles:
    i. Heredity
   ii. Childhood role models
  iii. Birth order
   iv. Physical characteristics
    v. Experiences
 * Emotional pain -- the great modifier of human behavior.
 * The differences between power and influence.
 * Johari Window -- How trust and mutual respect are built up or broken down in an organization.
 * How personal Blind Spots and Mask effect leadership/ followership styles and teamwork.
 * Peeling the layers of the onion skin to get to the core issues:
    i. Gender issues
   ii. Cultural diversity
  iii. Generational influences
   iv. Professional status
    v. Personality style
 * Administer profile material
 * Overview of the universe of the four dominant personality styles and how each style:
    i. Responds to or reacts to emotional pain
   ii. Seeks to control his or her environment
  iii. Leads and follows
   iv. Makes decisions
    v. Communicates
   vi. Deals with change
  vii. Processes information
 * Three main areas where conflict generally erupts, combined with concepts for preventive maintenance 
-- plus skills for managing oppositional behavior after it has escalated.
 * In-depth study of each personality
    i. Major fears
   ii. Natural and adaptive styles when confronted by stress or change

  iii. Dynamic drives
   iv. Needs-motivated behavior and communication language

    v. Tools for working effectively with each style
   vi. How personal dominant and sub-dominant styles can compliment vs. cause internal stress

  vii. Drawing the best out of others at work and at home -- lifestyle change
 * Learning to "read" one's graph.
 * Now what do we do with the information?
 * Time for feedback, personal responses to the accuracy of the information, and specific questions.
 * Help to develop action and accountability plans.
 * Allowance for one-on-one time with instructor.

100% Satisfaction Guaranteed. Period.

Title: Argument Sketch (Customer Service 101)
From: Monty Python's Flying Circus

A man walks into an office.
Man: Good morning, I'd like to have an argument, please.
Receptionist: Certainly, sir. Have you been here before?
Man: No, this is my first time.
Receptionist: I see, well we'll see who's free at the moment.
Mr. Bakely's free, but he's a little bit conciliatory. No.
Try Mr. Barnhart, room 12.
Man: Thank you.
He enters room 12.
Man: Well, Well, I was told outside that...
Man: What?
M: Yes, but I came here for an argument!!
A: OH! Oh! I'm sorry! This is abuse!
M: Oh! Oh I see!
A: Aha! No, you want room 12A, next door.
M: Oh...Sorry...
A: Not at all!
A: (under his breath) stupid git.
The man goes into room 12A. Another man is sitting behind a desk.
Man: Is this the right room for an argument?
Other Man:-(pause) I've told you once.
Man: No you haven't!
Other Man: Yes I have.
M: When?
O: Just now.
M: No you didn't!
O: Yes I did!
M: You didn't!
O: I did!
M: You didn't!
O: I'm telling you, I did!
M: You didn't!
O: Oh I'm sorry, is this a five minute argument, or the full half hour?
M: Ah! (taking out his wallet and paying) Just the five minutes.
O: Just the five minutes. Thank you.
O: Anyway, I did.
M: You most certainly did not!
O: Now let's get one thing perfectly clear: I most definitely told you!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: Oh no you didn't!
O: Oh yes I did!
M: No you DIDN'T!
O: Oh yes I did!
M: No you DIDN'T!
O: Oh yes I did!
M: No you DIDN'T!
O: Oh yes I did!
M: Oh look, this isn't an argument!
O: Yes it is!
M: No it isn't!
M: It's just contradiction!
O: No it isn't!
M: It IS!
O: It is NOT!
M: You just contradicted me!
O: No I didn't!
M: You DID!
O: No no no!
M: You did just then!
O: Nonsense!
M: (exasperated) Oh, this is futile!!
O: No it isn't!
M: Yes it is!
M: I came here for a good argument!
O: AH, no you didn't, you came here for an argument!
M: An argument isn't just contradiction.
O: Well! it CAN be!
M: No it can't!
M: An argument is a connected series of statement intended to establish a proposition.
O: No it isn't!
M: Yes it is! 'tisn't just contradiction.
O: Look, if I *argue* with you, I must take up a contrary position!
M: Yes but it isn't just saying "no it isn't".
O: Yes it is!
M: No it isn't!
O: Yes it is!
M: No it isn't!
O: Yes it is!
M: No it ISN'T! Argument is an intellectual process. Contradiction is just the automatic gainsaying of anything the other person says.
O: It is NOT!
M: It is!
O: Not at all!
M: It is!
The Arguer hits a bell on his desk and stops.
O: Thank you, that's it.
M: (stunned) What?
O: That's it. Good morning.
M: But I was just getting interested!
O: I'm sorry, the five minutes is up.
M: That was never five minutes!!
O: I'm afraid it was.
M: (leading on) No it wasn't.....
O: I'm sorry, I'm not allowed to argue any more.
O: If you want me to go on arguing, you'll have to pay for another five minutes.
M: But that was never five minutes just now!
Oh Come on!
Oh this is...
This is ridiculous!
O: I told you...
I told you, I'm not allowed to argue unless you PAY!
M: Oh all right. (takes out his wallet and pays again.) There you are.
O: Thank you.
M: (clears throat) Well...
O: Well WHAT?
M: That was never five minutes just now.
O: I told you, I'm not allowed to argue unless you've paid!
M: Well I just paid!
O: No you didn't!
M: I DID!!!
O: YOU didn't!
M: I DID!!!
O: YOU didn't!
M: I DID!!!
O: YOU didn't!
M: I DID!!!
O: YOU didn't!
M: I-dbct-fd-tq! I don't want to argue about it!
O: Well I'm very sorry but you didn't pay!
M: Ah hah! Well if I didn't pay, why are you arguing??? Ah HAAAAAAHHH!
O: No you haven't!
M: Yes I have!
If you're arguing, I must have paid.
O: Not necessarily.
I *could* be arguing in my spare time.
M: I've had enough of this!
O: No you haven't.
(door slam)

 View Streaming Video Clip of Dr. Freeman
It's kinda scary...but you've been warned!

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