agenda u an overview of customer service u vision and mission u core competencies u success factors...
TRANSCRIPT
AGENDAAGENDA AN OVERVIEW OF CUSTOMER
SERVICE VISION AND MISSION CORE COMPETENCIES SUCCESS FACTORS OBJECTIVES & STRATEGIES CULTURE VALUE STATEMENT AND CODE
OF ETHICS CUSTOMER SERVICE
STANDARDS
THE PROCESS OF CUSTOMER THE PROCESS OF CUSTOMER SERVICESERVICE
VISION
MISSION
CORE COMP
STRATEGIES
OBJECTIVES
VALUES
IMPLEMENTATION
EVALUATION
CULTURECULTURE
STRATEGIC LEADERSHIP
WHAT IS A VISION AND MISSION?WHAT IS A VISION AND MISSION? A VISION IS MANAGEMENT’S VIEW OF
THE KIND OF COMPANY IT IS TRYING TO CREATE. IT IS THE BIG PICTURE OF WHO WE ARE AND WHERE ARE WE GOING.
A MISSION STATEMENT DEFINES THE PURPOSE OF THE ORGANIZATION. ANSWERS QUESTIONS SUCH AS WHO WE ARE, WHAT WE ARE HERE FOR AND WHERE ARE WE GOING. IT IS THE PRESENT STATE OF THE ORGANIZATION.
HOW DO WE HAVE A WELL HOW DO WE HAVE A WELL CONCEIVED STRATEGIC VISION AND CONCEIVED STRATEGIC VISION AND MISSION?MISSION?
WE MUST UNDERSTAND WHAT BUSINESS WE ARE IN
COMMUNICATE THE VISION IN WAYS THAT ARE CLEAR , EXCITING, AND INSPIRING
DECIDING WHEN TO ALTER THE COMPANIES STRATEGIC COURSE AND CHANGE ITS MISSION
Example CAMPUS DINING Example CAMPUS DINING VISIONVISION
AN ORGANIZATION BASED ON A TEAM EFFORT THAT REWARDS EXCELLENCE
A PLACE WHERE EMPLOYEES ARE RESPECTED AND WANT TO WORK
AN ORGANIZATION THAT THRIVES ON INNOVATION AND CALCULATED RISK TAKING
A PLACE WHERE ONLY THE BEST PEOPLE WORK AND WANT TO DO THEIR BEST
AN ORGANIZATION BASED ON SOUND BUSINESS SENSE AND INTEGRITY
AN OPERATION THAT WILL MAXIMIZE PROFITS WHILE MAINTAINING LONG-TERM GROWTH AND PROSPERITY
AN OPERATION DRIVEN BY CUSTOMER SERVICE STANDARDS AND FOCUS
Example CAMPUS DINING Example CAMPUS DINING MISSIONMISSION TO BE AN INTEGRAL
PARTNER WITH EMORY BY PROVIDING EXCELLENT CUSTOMER SERVICE IN A PROGRESSIVE, INNOVATIVE AND CHALLENGING ENVIRONMENT. WE STRIVE TO EXCEED THE CLIENTS EXPECTATIONS IN SERVICE, ATTITUDE, QUALITY, AND CLEANLINESS. WE ENDEAVOR TO PROVIDE AN ENRICHING AND REWARDING WORK EXPERIENCE FOR OUR EMPLOYEES IN AN ACHIEVEMENT BASED HIGH PERFORMANCE CULTURE.
WHAT ARE CORE COMPETENCIESWHAT ARE CORE COMPETENCIES A CORE COMPETENCE IS
SOMETHING A COMPANY DOSE ESPECIALLY WELL IN COMPARISON TO ITS COMPETITORS THEY ARE KEY TO OUR SUCCESS
BUILDING CORE COMPETENCIES GIVES US A COMPETITIVE ADVANTAGE
CORE COMPETENCIESCORE COMPETENCIES
MANAGEMENT AND STAFF DEVELOPMENT
QUALITY FOOD OUTSTANDING SERVICE TOP NOTCH CATERING MAINTAIN LOW COST CLIENT RELATIONS CUTTING EDGE INNOVATIONS
WHAT IS A STRATEGYWHAT IS A STRATEGY
STRATEGY IS HOW TO ACHIEVE THE OBJECTIVE. THE OBJECTIVES ARE THE “ENDS” WHILE STRATEGIES ARE THE “MEANS”
SETTING OBJECTIVESSETTING OBJECTIVES
OBJECTIVES CONVERTS THE VISION INTO TARGETED OUTCOMES AND PERFORMANCE MILESTONES
MUST BE QUANTIFIABLE TIME SPECIFIC ACHIEVABLE WHO IS RESPONSIBLE
KINDS OF OBJECTIVESKINDS OF OBJECTIVES
TWO KEY TYPES FINANCIAL
PERFORMANCE STRATEGIC
PERFORMANCE
OBJECTIVESOBJECTIVES LONG RANGE LONGER THAN A YEAR
START NOW FOR THE FUTUREHOW TODAY DECISION EFFECTS
THE FUTURE SHORT TERMA YEAR OR LESSIMMEDIATE RESULTS TO BE
ACHIEVEDIT’S THE SPEED AND LEVEL OF
PERFORMANCE OF THE ORGANIZATION TODAY
HOW TO MAKE A HOW TO MAKE A STRATEGY SUCCESSFULSTRATEGY SUCCESSFUL
PUT TOGETHER A STRONG MANAGEMENT TEAM WITH THE RIGHT CHEMISTRY
BUILDING CORE COMPETENCIES ORGANIZATIONAL CAPABILITIES A CULTURE THAT SUPPORTS
STRATEGIES LEADERSHIP DIRECTION IMPLEMENTATION - HOW TO
EXECUTE STRATEGY MUST BE INCLUSIVE
CULTURE - WHAT IS IT?CULTURE - WHAT IS IT? CORPORATE
CULTURE REFERS TO A COMPANY’S VALUES, BELIEFS, TRADITIONS, OPERATING STYLE, AND INTERNAL WORK ENVIRONMENT
HOW DO BUILD A HOW DO BUILD A SUPPORTIVE CULTURE?SUPPORTIVE CULTURE?
LEADERSHIP MODELING MOTIVATING SHOWING RESPECT INSIST ON EXCELLENCE MBWA COMMUNICATE THE
VISION INVOLVEMENT SHOW IMPORTANCE IN
WORK
SET EXPECTATIONS TEACH AND COACH BUILD GROUP PRIDE GOOD ATTITUDE HIGH ENERGY NEVER GIVE UP BE PROFESSIONAL RECOGNIZE GOOD WORK STRESS RELATIONSHIPS,
VALUES AND COMMITMENT SHARE INFORMATION
SUPPORTIVE CULTURESUPPORTIVE CULTURE STRONG LEADERSHIP LONG TERM
COMMITMENT A REAL CONCERN FOR
CUSTOMERS AND EMPLOYEES
STRATEGY AND CULTURE MUST WORK TOGETHER IN ORDER FOR THE STRATEGY TO BE SUCCESSFUL
AFTER ALL IT’S NOT MAGIC!
OUR CULTURE...OUR CULTURE... PROACTIVE AND ADAPTIVE RESULTS ORIENTED THAT
INSPIRES PEOPLE TO DO THEIR BEST
HIGH PERFORMANCE ETHICAL STANDARDS AND
VALUES CUSTOMER FOCUSED TEAM ENVIRONMENT
Example VALUE STATEMENT Example VALUE STATEMENT AND CODE OF ETHICSAND CODE OF ETHICS
VALUES CUSTOMER SERVICE #1
PRIORITY WE ARE COMMITTED TO
QUALITY WE ARE COMMITTED TO
INNOVATION WE RESPECT EACH
OTHER WE TREAT OUR PEOPLE
FAIRLY
CODE OF ETHICS HONESTY FAIR TO OUR
CUSTOMERS USE COMPANY ASSETS
WISELY PROPER ACCOUNTING
PRACTICES AVOID CONFLICTS OF
INTEREST
CUSTOMER SERVICE STANDARDSCUSTOMER SERVICE STANDARDSWHY IS IT IMPORTANT? WE ARE HERE FOR THIS REASON IT IS A CORE COMPETENCY GIVES US PRIDE IN OURSELVES WILL MAKE US THE BEST CUSTOMER FRIENDLY EMPLOYEES ARE EMPLOYEE
FRIENDLY EMPLOYEES AND GOOD TEAM PLAYERS HELPS INCREASE SALES MORE SALES =MORE EMPLOYEES AND BETTER PAY
INCREASES GIVE US PRIDE IN THE ORGANIZATION AND A SENSE
THAT WE ARE MAKING A DIFFERENCE
WE ALL HOLD THE KEY TO GREAT CUSTOMER SERVICE!!
HOW DO WE GIVE HOW DO WE GIVE GREAT CUSTOMER GREAT CUSTOMER SERVICE?SERVICE?WORLD CLASS SERVICE
GREET, SMILE, EYE CONTACT, THANK YOU
SOLVE CUSTOMER COMPLAINTS LAST
LISTEN TO THE COMPLAINT APOLOGIZE FOR THE PROBLEM SOLVE THE PROBLEM THANK THE CUSTOMER
CUSTOMER SERVICECUSTOMER SERVICE WCS-LIVE IT! LAST NO ROOM FOR AVERAGE SERVICE “DEVELOP THE BEST AND GET RID
OF THE REST!” HIRE THE RIGHT PEOPLE MAINTAIN THE STANDARD HIGH ENERGY COMMITMENT
HOW DO WE GIVE HOW DO WE GIVE GREAT CUSTOMER GREAT CUSTOMER SERVICE?SERVICE?
TEAM EFFORT TEAM MEMBER DRIVEN TEAM MEMBER EMPOWERMENT TEAM MEMBER FOCUS TEAM MEMBER MONITORED TEAM MEMBERS MAKE THE
DIFFERENCE HOW GOOD CAN WE GET??
CUSTOMER SERVICE CUSTOMER SERVICE REMEMBER ITS CULTURE
BASED IT’S A PROCESS IT TAKES TIME IT STARTS WITH A VISION
AND ENDS IN THE EVALUATIONAL PROCESS
LEADERSHIP BASED YOU MUST LIVE
CUSTOMER SERVICE!
THE PROCESS OF CUSTOMER THE PROCESS OF CUSTOMER SERVICESERVICE
VISION
MISSION
CORE COMP
STRATEGIES
OBJECTIVES
VALUES
IMPLEMENTATION
EVALUATION
CULTURECULTURE
STRATEGIC LEADERSHIP
THANK YOU FOR YOUR TIMETHANK YOU FOR YOUR TIME
AND REMEMBER GREAT
CUSTOMER SERVICE IS THE KEY TO YOUR
SUCCESS!!