A Note from Ruby Read More Special Offer: F.R.E.E. Webinar! Read More Feature Article: "Banking on Customer Service!" Read More Ruby's Schedule Read More	March 10, 2008 Volume 5, Issue 1 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

Lights, Camera, Action! I know it has been a while since you have received this newsletter. I have been diligently working on my new DVD Training program to get it ready for seasonal training this summer. I am happy to announce that all the video clips have been shot and we are just putting the final touches on the edits. It is an exciting time for RubySpeaks!
So many of you have requested a training tool that you can use for new hire orientation and seasonal training and my new Customer Service Training DVD is based on achieving that goal. Read more about it here. We would love to hear what you think. To tell you a little more about it, I am offering a F.R.E.E. online webinar March 18. Read more about it below. Hope to see you online! Your fan,

Ruby Newell-Legner, CSP

Seven Reasons your Customer Service Ratings aren't Perfect!	Webinar
Join Ruby for a Complimentary online webinar to debut her new Customer Service DVD Training Program.           Topic: Seven Reasons your Customer Service Ratings aren't Perfect           Date: Tuesday, March 18, 2008           Time: Noon MST (2pm EST, 1pm CST and 11am PST) Sign up here. We have limited space so sign up early while there is still room. I will be announcing a VERY special promotion during the webinar.
Webinar Description: Do you have a strategy for improving your customer satisfaction ratings? We all know that satisfied customers translate into more profitable businesses but how do we become one of those organizations that truly put the customer first? In this session, Ruby will share the mistakes she sees everyday and of course she will share strategic steps for avoiding those missteps. Her discussion will include the following topics:           How to hire the right people for a customer service role           How to share the Big Picture of Customer Service for your organization           How to clarify expectations for your staff           How to use training as a tool to improve customer satisfaction levels           How to reinforce and motivate staff to shine in customer service           What it takes to be an employer of choice Register for this no fee webinar here

We chose our bank because a friend had opened a branch near our home. We kept our business at that bank for the last nine years because of the exceptional customer service we have received.

Front Range Bank is a small institution but big on value. They represent the perfect example of what I believe customer service should be like in any business.

• The right people are hired to work with the public. In any service industry, the people make the business. We have all had negative experiences from someone who was not a good fit for the position. At Front Range Bank, employees are hired for their "people skills" and it shows.
• Staff members like their job. You can tell the employees like working at the bank because you never see or hear them complaining when you walk up to the counter. They are usually smiling and demonstrate that they are in a good mood.
• Everyone knows their role in providing customer service. Each person at the bank realizes that they are part of the Service Cycle. If my husband walks to the bank with the dog, no matter who waits on him, they all offer a friendly greeting as he enters and there is usually a treat for Kona, our 1 year old chocolate lab.
• The employees think of the long term value of each customer as opposed to treating each transaction as an opportunity to make money. A few years ago, a client accidentally wrote a check on a closed account and because that check came back with insufficient funds, a number of payments we had made on our account were going to bounce. Instead of charging us $20 for each of the 8 checks, we received a nice phone call from one of the clerks at the bank who had noticed the problem. We immediately moved some money from another account to cover the checks and we didn't have to pay the service charge. Now I call that personalized, caring service.
• Staff members make every customer feel special. They treat everyone like individuals instead of just another financial client. When I pulled up to the drive up window the other day, Travis greeted me with a nice "Hello Ruby" as he recognized the car. Before he returned the tube to me, he asked if he could include a little dog treat for Kona.
• Staff training offers skill development to shine in customer service. Each person at the bank is well trained because you watch them abide by the 10-5 rule. They acknowledge each customer by the time the customer is within 10 feet and within 5 feet the employees stop their conversation, give their undivided attention to the customer and offer a friendly greeting.

Could you pass the test if we were to ask your customers to rate each of these characteristics for your organization? If not, perhaps you would benefit by attending my F.R.E.E. webinar, Seven Reasons Your Customer Service Ratings aren't Perfect that will be offered Tuesday, March 18, See below for more details or sign up here.

To instill loyalty in your customers and develop long term profitable relationships remember the points above. That will lay the foundation for a successful business relationship.


© 2008 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

Watch Ruby's schedule to see when she will be in your area. Did you know she offers discounted rates when scheduling around already confirmed engagements? Call today for more details. 303.933.9291.

Mar. 18, 2008	Trainer, Webinar with Ruby Seven Reasons your Customer Service Ratings aren't Perfect. Register here
Mar. 20, 2008	Trainer, Town of Timnath, Colorado
Mar. 21, 2008	Presenter, Town of Parker Director’s Retreat Parker, CO
Mar. 26, 2008	Presenter, Celebrating Customer Service Excellence conference hosted by the Institute for International Research Orlando, FL
Mar. 28, 2008	Trainer, Winnipeg Football Club Winnipeg, Manitoba, Canada
Apr. 11-13, 2008	Trainer, Arlington County, VA Arlington, VA
Apr. 18, 2008	Presenter, Second Annual Women in Coaching Retreat Colorado Springs, CO
Apr. 22 - 23, 2008	Presenter, World Waterpark Association Middle Eastern Symposium in Conjunction with Dubai Entertainment, Amusement & Leisure Show Dubai, United Arab Emirates

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1700 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us e-mail Info@RubySpeaks.com

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Copyright © 2003-2008 Ruby Newell-Legner, CSP All rights reserved.