Demonstrating Leadership Through Good to Great Customer Service

Advantage Communications, Inc.

Demonstrating Leadership Through Good to GREAT Customer Service

Presented By: Whitney Albert, Director of Account ServicesAdvantage Communications, Inc.

September 11, 2013

Advantage Communications, Inc.

Advantage Communications, Inc. Mission Statement

The mission of Advantage Communications, Inc. is to serve our clients, associates, and community…by providing economic value to every relationship and to manage our business in the highest ethical manner…on the premise of value creation.

Advantage Communications, Inc.

What Do You Think of When You Hear The Word“LEADERSHIP”?

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Here’s What I Think Of…

http://advantageci.com/about.html

Advantage Communications, Inc.

A Different Type of Leadership: Level 5

“You can accomplish anything in life, provided that you do not mind who gets the credit.”

- Harry S. Truman

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Good To Great : Level 5 Leaders

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Good To Great : Level 5 Leaders

“Level 5 leaders channel their ego needs away from themselves and into the larger goal of building a great company. It’s not that Level 5 leaders have no ego or self-interest. Indeed, they are incredibly ambitious – but their ambition is first and foremost for the institution, not themselves.”

- Good to GreatBy: Jim Collins

… We call Level 5 Leadership, Servant Leadership.

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Characteristics of Level 5 LeadersHumility + Will

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Characteristics of Level 5 LeadersA Compelling Modesty

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Characteristics of Level 5 LeadersUnwavering Resolve to Do What Must Be Done!

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Characteristics of Level 5 LeadersWork-Man Like Diligence

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Characteristics of Level 5 LeadersThe Window and the Mirror

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Good To Great : Disciplined LeadershipHow Do You Serve?

Most of us strive for excellence and derive satisfaction from membership in great and enduring organizations that have important purposes and that make significant contributions to society.

Those who are fortunate enough to work for great organizations do not need to be motivated.

You Must First Serve Each Other Internally to Ignite An External Culture Shift.

Advantage Communications, Inc.

Know Your Customers: Two Types Of Customers

Who are your internal customers?

• Your internal customer is you, your manager, management team, and fellow co-workers.

Who are your external customers?

• Your clients are your external customers - without them there would be no need for you. Your external customers are also your vendors, other agencies and all constituents that interface with your brand.

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So How Can You Exhibit Leadership through Good to Great Customer Service?

See Yourselves as Your Customers See You!

http://play.simpletruths.com/movie/212-service/?cm_mmc=ExactTarget-_-MO-_-08.26.13-_-TTSVmovie&j=222623&e=jhartma@entergy.com&l=3516_HTML&u=10964620&mid=7001668&jb=117

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Thank You!

Questions…

Advantage Communications, Inc.

Contact Information:Whitney Albert

Director of Account Services501-244-4915

walbert@advantageci.com

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