Delivering Service Excellence Presented by: Tracey Johnson-MBA-ASI Barbados Chapter National Initiative for Service Excellence ASI Convention Mexico 2014
Dec 25, 2015
Delivering Service Excellence
Presented by: Tracey Johnson-MBA-ASI Barbados Chapter
National Initiative for Service Excellence
ASI Convention Mexico 2014
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
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
Customer Expectations…….
• Recognise me,
• Remember me, • Greet and Engage me, • Make me feel cared for • Anticipating my needs, • Deliver it in timely manner
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….
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?