7 Habits for Effective

Customer Service
Joan Conger, MLIS, MA.OD

Introductions
Name,

department, role
A key customer service issue

Main Job Today New Story

Story

we tell determines our action, reaction

Change my inner story, change outer reality

Not changing behavior = quick fix

Changing fundamental principles = mastery

Creating

new habits takes time and attention

Spiral of incremental, continuous growth

Developing Mastery
Dependence

You do/change for me

Independence I choose for myself
Interdependence We create together

Interdependence We (Habits 4-6)

Independence I (Habits 1-3)
Dependence - You

Developing Mastery
Dependence

you do/change for me

Independence I choose for myself
Interdependence We create together

Never impose as a rule before right time

Allow to emerge from inner shifts in story

Volunteers

treated as committing from inside

Mastery = Balance
Self-mastery

= self-reliance = Habits 1-3

Relational mastery = respect = Habits 4-6

Relation
Self

Mastery = Balance
Self-mastery

= self-reliance = Habits 1-3

Relational mastery = respect = Habits 4-6
Mastery

balances results with capacity

Results are things, envisioned reality
Capacity is relationship, emergent process

Capacity
&
Process

Results
Relation
Habits 4-6

Self
Habits 1-3

Results

Exercise
Your Own Key Customer Service Issue
Out of entire flow of customer service activities,
describe a key issue whose resolution would
make your life easier.

Part 1: Inner Mastery

Habit

1 Freedom to Choose
Become aware of my own needs
Results:

Choose between reacting and

Accepting response-ability
Process:

Refocus where I put my energy

Circle of Concern others failings, problems
Circle of Influence self-aware, solutions

What are my
Concerns?

Response-ability

What do I
Influence?

Self
Habit 1: Freedom to Choose

Response-ability

Habit 2 Begin with End in Mind

Be

able to clearly state my own need

Results:

All results are created twice

Envision its Truth first, then act (Habit 3)
Process:

Shift from duty to purpose

Thing-centered sources of security
Principle-centered sources of Truth

External duties
External securities

Envisioned results

Internal
Truths

Self
Habit 2: Begin with the End in Mind

Envisioned results

Habit 3 Put First Things First

Be

able to act to meet my needs meaningfully

Results:

Meaningful priorities allow

Exercise of independent will toward fulfillment
Process:

Shift from efficient to effective

Urgent reacting to next emergency
Important prepare to not have emergencies

Checklists
Calendaring
Prioritization
Stewardship
Do not do lists
People before things
Meaningful Priorities

Meaningful Priorities

Self
Habit 3: Put First Things First

Exercise
Think about to your customer service issue and
imagine a crisis that might occur in the next
few weeks:
Habit

1: How could you react? How could you

respond proactively?
Habit 2: What is the thing-center? What is the
principle-center?
Habit 3: Look back several weeks, what would
head it off with stewardship, relationship,
principle?

Part 2: Relational Mastery

Emotional

Bank Account / Care and Feeding

Must

come from within Personal Mastery:

Be proactive. Begin with end in mind. First
things first.
What

opportunities does a problem point to?

Results

Capacity

Relation
Habits 4-6

Self

Results

Habit 4: Think Win/Win

Constantly

seeks mutual benefit

Results:

All parties needs are met

Its the system not the individual
Process:

Increasing, not reducing, resources

Scarcity, transaction, law (ought to)
Abundance, transformation, creativity

Scarcity
Transaction
oughts

Meaningful Priorities
Relation
Habit 4: Think Win/Win

Abundance
Transformation
Creativity
Trust, clarity

Meaningful Priorities

Habit 5: Seek first to Understand,

then to be Understood
Empathic

listening ensures psych. survival

Results:

Giving space for their Truth

Be understood, affirmed, validated, appreciated
Process:

Giving them space, opening myself

10-30% Transaction, logic, rephrase content
90-70% Transform, emotion, rephrase feeling

Transaction
Logic
Explanation

Giving Space

Transformation
Trust, clarity
Affirmation
Emotion

Relation
Habit 5: Seek first to understand

Giving Space

Exercise
Think about to your customer service issue and
imagine a crisis that might occur in the next
few weeks:
Habit

4: (a) Describe the situation from the

opinion that someone has to lose or give up
something. (b) From the opinion that everyone
can win, all needs can be met.
Habit 5: What conversational content is
transactional? What content emotional?

Habit 6: Synergize
Authenticity

combines to create powerful novelty

Results:

Difference creates unseen third option

Requires safety, courage, respect, creativity
Process:

Value the potential inside difference

Do not start from preconception, existing rules
Seek the power in the driving/restraining forces

Preconceived
solutions
Existing rules
Safety, courage
Respect, creativity
Difference
Possibility

Third Option
Relation
Habit 6: Synergize

Third Option

Habit 7: Sharpen the Saw

Creates

continuous growth in other habits

Results:

Balanced renewal in synergy of

Physical, mental, spiritual, social/emotional
Process:

Spiral of self awareness and action

Move away from being lived by others
Move toward personal freedom, security, power

Interdependence We (Habits 4-6)

Independence I (Habits 1-3)
Dependence - You

Current
Habits

Effective Customer Service

Gradual
Development
of New
Habits

Relation
Self

Habit 7: Sharpen the Saw

Effective Customer Service

Exercise
Consider the (1) circle of influence, (2)
principle/Truth, (3) meaningful priorities, (4)
abundance, (5) empathic understanding, (6)
potential inside difference that you
encountered in your service issue today
List 5 concrete ways you can incorporate
examples of these into your next six weeks.

7 Habits for Effective

Customer Service
With principled creativity
We create powerful, peaceful lives.