2015 Northwest Clerks Institute – PD III

Northwest Clerks Institute

Service Leadership – Serving with Excellence, Clarity, and Heart –

Jan Dwyer Bang, MBA, CSP

June 15, 2015, Tacoma


Slides for the class

Daniel Goleman Article on Leadership – What Makes a Leader? Harvard Business Review

Leadership Resources

 Working with your City Clerk (CCAC) article: Human Symphony of castellers shows what a team can build  

Follow-up Summary from the class

Customer Service

Give em the Pickle – Bob Farrell video

Customer Service Using Email & Chat (Telephone Doctor)

How to Provide Extraordinary Service – the Fred Factor – Mark Sanborn

  Customer Service 101: Call Center Phone Etiquette

Your Emotional Bank Account – Definition – Dr. Covey

Building an Emotional Bank Account to Improve Customer Retention 

Customer Loyalty Solutions – Franklin Covey 

Product on my website: Culture of Service Assessment

Bad Customer Service Montage (Funny)

Customer Service Assessment

How to Create a Service Culture

Other Emotional Intelligence Resources

  • Cooper, Robert K. PH.D. Ayman Sawaf.  Executive EQ – Emotional Intelligence & Leadership in Organization, Advanced Intelligence Technologies, LLC, 1996.
  • Crichton, Rebecca. Emotional Intelligence: You Can’t Work Smarter Without ItManager Magazine, Issue Three, 1998.
  • Dwyer Bang, Jan “So, What Do You Do?” How to Respond with your Head And Your Heart, Real World Career Development Strategies That Work, Insight Publishing, 2003.
  •  Goleman, Daniel.  Working with Emotional Intelligence, Bantam Books, 1998.
  • Goleman, Daniel and Richard Boyatzis and Annie McKee, Primal Leadership: Learning to Lead with Emotional Intelligence, Harvard Business School Press, 2002.
  • Stauffer, David. Boosting your Emotional IntelligenceManaging Yourself For the Career You Want, Harvard Business School Press Corporation, The Results-Driven Manager Series, 2004.
  • EQ Map – Essi Systems 
  • YouTube Video – Empathy vs. Sympathy – Brene Brown
  • Coaching Questions – Powerful Questions

Other Resources

  Other Tools and Resources:


Northwest Clerks Institute PD III participants will receive an hourly coaching rate of $125 an hour!  Coaching provides you with personalized support for you to take action on what you learned in the seminar. For more information on how coaching can help you, please go to:

DISC Communication Style Assessment

For those of you who are interested in purchasing additional on-line version of the DiSC Communication Styles assessment (full version with detailed report), please let me know and I will be happy to assign you an access code.  Each assessment is $35 including tax. The assessment takes about 15-20 minutes to complete and upon completion, you will immediately receive your 20 page report.  Download this sample report to see what you will receive: Alex Bradley Sample Report

I would just need you to:

  • Let me know the name and email address of each person taking the assessment
  • Mail me a check for each assessment payable to Boundless Results to:
Jan Dwyer Bang, Boundless Results
PO Box 1914
Sumner, WA 98390

OR, if you have a PayPal account: You can purchase instantly here.

When I receive your payment, you will receive an email with the subject line “Jan Dwyer has registered you for…” – in this email will be a link for you to obtain the DiSC Assessment report. Upon completion, you will immediately receive your report that you can download to your computer and print it out.

And remember – if you are desiring to discover your style in your personal life, you will answer all of the questions with that focus in mind.

Questions? Please contact Jan at or call at 253-891-1609.