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Patricia D. Hamilton

Patricia D. Hamilton

Patricia D. Hamilton had the responsibility for creating quality training for Delta Air Lines’ worldwide sales force.  She was instrumental in building the skills and competency models for “World Class” sales performance within Delta, and the supporting training curriculum.

While employed by Delta Air Lines, Ms. Hamilton won three “Excellence in Sales Performance” awards, as well as, being honored with entrance into the “Chairman’s Club,” the most prestigious award presented by Delta.

She is the founder and President of Hamilton Consulting Group, a firm that provides customized training, coaching, consulting and meeting facilitation services.  Over the last thirty years, she has provided needs analyses, instructional design, and custom-designed training to create profitable situations.

Ms. Hamilton consults and supports businesses in their initiatives to transform managers into leaders by coaching to enhance the development of their people.  She also specializes in re-enculturing customer support agents by taking them to the next level of performance; both of which enable companies to gain a sustainable competitive advantage through achieving management / leadership superiority and excellence in customer service.

She is a dynamic speaker, using her background in theatre and comedy to enhance the learning experience.  She has been the guest presenter for several organizations including; New York Society of Association Executives, New York, Inc., Rotary Clubs of America,  Toastmasters and CANA.

“What is Customer Service?”  By breaking down the words “customer” and “service,” we refer to Webster for the official definition.  Webster defines the words as follows:

Customer: One that purchases a commodity or service.  An individual usually having some specified distinctive trait.

Service:  The occupation or function of serving. The work that is performed by one that serves.

I think Webster makes this sound a little confusing.  Perhaps that is why there is such poor customer service in the world today – very few actually understand what customer service really is, or means.  So, let me clear it up for you in simple terms and give you my definition of customer service:

Customer:  The one who is paying your salary.

Service:  Taking care of.

By my definition then, customer service is “taking care of the one who is paying your salary.”  It’s just that simple.

Regardless of what business you are in, customer service is always defined the same way.  However, some of the behaviors that are used to “take care of the one who is paying your salary” may be different.

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