Using the book "The Starbucks Experience" as model for customer service as it relates to New Student Orientation programs. We used this as part of our training.
2. 5 Principles Make it Your Own Everything Matters Surprise & Delight Embrace Resistance Leave Your Mark
3. Make It Your Own “This is the true joy of life, the being used up for a purpose recognized by yourself as a mighty one; being a force of nature instead of a feverish, selfish little clot of ailments and grievances, complaining that the world will not devote itself to making you happy.” - George Bernard Shaw
4. Ideas to “Sip” OnReflect & Share What is something Unique to you, that helps you Lead as an Orientation Leader?
5. Make It Your Own:5 Ways of BE-ing! Be Welcoming Be Genuine Be Considerate Be Knowledgeable Be Involved
6. Ideas to “Sip” OnGroup Reflection & Share How to the “5 Ways of Being” Relate to Your Role as an Orientation Leader?
7. Everything Matters “Too often we underestimate the power of a touch, a smile, a kind word, a listening ear, and honest compliment, or the smallest act of caring, all of which have the potential to turn a life around.” -Leo Buscaglia
8. Ideas to “Sip” OnGroup Share What are little details do you need to pay attention to in order to be a successful Orientation Leader?
9. Ideas to “Sip” OnGroup Share What are our “profits” when it comes to Orientation?
10. Surprise & Delight “I slept and dreamt that life was joy. I awoke and say that life was service. I acted and behold, service was joy.” -Rabindranath Tagore
11. Ideas to “Sip” OnGroup Share What are ways that you can “Surprise & Delight” the new students?
12. Embrace Resistance “Don’t mind criticism. If it is untrue, disregard it;if unfair, keep from irritation; if it is ignorant, smile; if it is justified, it is not criticism – learn from it.” -Author Unknown
13. Ideas to “Sip” OnReflect & Share What is something that you think will challenge you as an Orientation Leader & how will you Embrace it?
14. Leave Your Mark “How wonderful it is that nobody need wait a single moment before starting to improve the world.” -Anne Frank
15. Ideas to “Sip” OnReflect & Share What kind of MARK do you want to leave on the new students?
16. Ideas to “Sip” OnReflect & Share What kind of MARK do you want to leave at B-W?
Notes de l'éditeur
Many important “customer” questions are answered in the first moments of an interaction. Do the staff members care to get to know me? Do they remember me? Will they take care of my needs? Do I matter? Am I invisible?Welcoming – Offering everyone a sense of belongingGenuine – connect, discover, & respond“Customers” are not looking for best friends; they just want a positive connection and they want their needs to matter.True leaders show staff that their individual uniqueness gives them a special way to connect with others.
