Delivering Service Excellence

Presented by: Tracey Johnson-MBA-ASI Barbados Chapter

National Initiative for Service Excellence

ASI Convention Mexico 2014

Welcome

BienvenidoBienv

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Objectives•Plan and organise the delivery of reliable customer service

•Use customer information to deliver personalised service

•Work with others to follow plans for improving customer service

•Plan improvements in customer service based on customer feedback

•Exceed customer expectations to increase customer loyalty

NAME AN ORGANISATION YOU L VE

Branded Customer Experiences Drive Customer Loyalty

RandomExperience

PredictableExperience

DifferentiatedExperience

Consistent Intentional

Consistent Intentional Differentiated Valuable

Customer Loyalty

•Leadership Function•Oversee team and frontline operations•Inventory Management• Attend to customers•Maintain and improve worker productivity •Handle internal and external conflict and resolve complaints•Complete reports•Maintain a safe and clean environment

•Leadership Purpose• Inspire, lead and motivate, employees to achieve goals•Use the company vision and mission to maintain team focus• Be a mentor, coach, and role model•Ensure common purpose• Provide direction, praise, and recognition for a job well done•Develop the skill and talent of their team.

Leaders Service Starts With You

\Questions on Service

1. How has my business changed in one, two, or three years?

2. Where will we be in two, three, or five years? Is that where we really want to be?

3. What aren’t we paying attention to?4. What does our competition do that we

don’t?5. What happens on a daily basis? (identify

successes and problems that occur-apparent problems are often just symptoms of deeper issues.)

Delivering Service Excellence is how well an organisation is able to CONSTANTLY and CONSISTENTLY meet and EXCEED the needs of customers by providing goods and services in a timely manner and with a sense of CARE.“ 3 Critical Elements

Constant Consistent Care

Service Excellence Cycle

Excellent Service

is:

Doing what you say - keeping your promises, giving

the right service at the right time,

every time.

Making the experience feel

personal-Treating customers as individuals

Going the extra mile - adding

those little extra touches that

make a difference

Sorting out problems

willingly - taking responsibility

and reaching a resolution

Benefits of Customer Service

Customer Satisfaction and Service

Quality

Encourages repeatbusiness

and loyalty

Promotespositive word of mouth

Lowers costs of

attracting new

customers

Reduces failure costs

Insulates customer

sfrom

competition

Can create

sustainable

advantage

Hire For Attitude

FriendlyQuickEfficientKnowledgeableCooperativePoisedRespectful

UpbeatPositive AttitudeHonest and fairSolution-oriented

Passionate for Service

Be Intentional

Live The Mission

&Values

ImplementService

Standards

Deliver the promise to the internal and external

customers

Talk about service,

compliment Your Team!

SERVICE CULTURE

Walk In Your Customer’s Shoes

Customer Expectations…….

• Recognise me,

• Remember me, • Greet and Engage me, • Make me feel cared for • Anticipating my needs, • Deliver it in timely manner

The Cost of Service

Total Cost

Financial Cost

Money

Non-Financial Cost

Psychological

Time

Managing Service Encounters

Service Encounter When customers interact directly with a service.

Moment of Truth

When a customer forms an opinion about the

organisation’s level of service.

The customer will decide to stay loyal to the organisation,

or go elsewhere.

Recover, Even When Things Go Wrong

Service Recovery is the systematic efforts by a firm after a service failure to correct a problem and retain a customer’s goodwill.

Communicate Positively

Say What?

Face-to-Face Communication-55% body language-38% tone of voice-7% words used

Telephone Communications-82% tone of voice-18% words used

Albert Mehrabian,Ph.D., UCLA study

Making The Connection

Tone-Expresses feeling or emotion

Voice Qualities

Inflection-Emphasizing words and syllables to enhance the message

Pitch-How high or deep voice sounds

Rate-How many words spoken per minute

Volume

-How loud or soft voice sounds

Did you Know?68% of the time; studies show that companies lose a customer because of an attitude of indifference on the part of the service representative….

Have a Great Attitude

A healthy attitude is contagious, but

do not wait to catch it - be a

carrier.

If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude. ~ Colin Powell ~

THREE TYPES OF PEOPLE

•Those that make things happen•Those that watch things happen•Those who wonder what happened

Which group will you be part of?

Gracias

Thank YouMerci