cee briefing on achieving service excellence @ eec -31 oct 2014

Copyright @2014 Centre for Executive Education Pte Ltd All Rights Reserved

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Prof Sattar Bawany

CEO, Centre for Executive Education (CEE Global)

Friday, 31 October 2013

LEARN@LUNCH BRIEFING ON

ACHIEVING SERVICE EXCELLENCE@ EEC

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Every morning in Asia, a tiger wakes up. It knows it must outrun the slowest deer or it will starve to death.

Every morning in Asia, a deer wakes up. It knows it must run faster than the fastest tiger or it will be killed.

It doesn’t matter whether you are a tiger or a deer: when the sun comes up, you’d better be running…..

Are You a Tiger or a Deer?





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About Centre for Executive Education (CEE)

Executive Education

Leadership & High Potential Development

Executive Coaching

Succession Planning

Executive Assessment

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CEE is the Affiliate Partner of Executive Development Associates (EDA), a global leader in executive coaching since 1982.





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Service Excellence means that it is not just about

exceeding the expectations of customers, but primarily

about delivering what is promised and dealing well

with any problems and queries that arise. In other

words this is all about the organization being easy to

do business with.

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What Is Service Excellence?





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VIDEO ON SERVICE WITH A HEART –

STORY OF JOHNNY THE BAGGER

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Source: https://www.youtube.com/watch?v=IQlxLBqgFKc




D:/WORKSHOP MATERIALS/WORKSHOP VIDEOS/Service Excellence/Great Service with a Heart - Story of Johnny the Bagger.avi

https://www.youtube.com/watch?v=IQlxLBqgFKc

https://www.youtube.com/watch?v=IQlxLBqgFKc


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• Mayo Clinic defines quality as a comprehensive look at all aspects of a patient's experience. Mayo Clinic patients seek excellence in care, medical knowledge, experience and technology. Quality at Mayo Clinic involves the totality of a patient's experience, from the first phone call to the last appointment.

• The Cleveland Clinic has long had a reputation for medical excellence and for holding down costs. Like most hospitals, especially prestigious ones, the Clinic focused almost solely on medical outcomes. In 2007 the Clinic adopted a new care model in an effort to improve internal collaboration and thereby increase quality of service and efficiency and reduce costs.

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Service Excellence in Healthcare





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Who Are Our Customers?

Customers are all the people we interact with, both inside and outside our organization. There are two types of customers: • External Customers (are what can be considered as

‘traditional’ customers who pay for our products or services – in EEC context it is the patients)

• Internal Customers (who are they?)





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Internal Customers

YOUR CO-WORKERS ARE CUSTOMERS, TOO!

• Internal customers are your co-workers (colleagues) or people in our own organization who are dependent on us. Without which they cannot perform their tasks to maximum efficiency, and this has either a direct or an indirect effect on the external customer.

• It is imperative that everyone works together as a team in order to deliver an impactful service to the patients. This leads to capturing more new customers (through positive word-of-mouth) while retaining your existing customers (patients).





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What Is Customer Service?

• Customer service is a series of activities designed to

enhance the level of customer satisfaction – that is, the

feeling that a product or service has met the customer’s

expectation.

• Customer service can be defined as any action you take

to ensure that a customer is pleased with the

transaction on a long-term basis.





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Establishing Your Attitude

We might all define customer service a little differently, but we can all agree on one thing: to provide great customer service, you need to put energy and enthusiasm into your interactions with customers. Great customer service begins with a great attitude.

The greatest discovery of my generation is that human beings can alter their lives by altering their attitude of mind

William James





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Appearance Counts!

• We all know that our appearance affects how people respond to us. But it can also affect our own self-image, and that in turn can affect how we interact with others.

• Most customers wish to be treated with courtesy and to deal with individuals who look like they have made an effort with their appearance.





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The Power of a Smile

• A warm, genuine smile puts customers at ease and begins to build a connection with them. It can also help you maintain a positive attitude when you interact with customers.

• Having a smile on your face makes you look more welcoming. It is something that cannot be overestimated as a customer service and retention tool.





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Stay Energized

We all experience low points during the course of the day, but there are ways to boost your energy when it is lagging.

• Take a walk, even if it’s just to the restroom.

• Be sure to eat a good breakfast and lunch.

• Plug into others – being with energized people, keeps you energized!

• Listen to up-beat music.

• Try to stay humorous.





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Staying Positive

Tips on staying positive:

• View negative situations as a training session for your future, use them to your benefit, they may help you later in life

• Find ways to spend more time on tasks you enjoy

• Look for opportunities to learn new things

• Realize that you can find positives in any negative situation





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Giving Customer Service

over the Phone

The success of your interactions

depends almost entirely on your tone of

voice and your choice of words. Getting

these things right isn’t easy, but with a

little practice anyone can learn how to

provide excellent customer service over

the phone.

Every great business is built on friendship.

J.C. Penney





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Telephone Etiquette

• Answer promptly, on the third ring at the latest.

• Before you pick up the phone, end any conversation you are having.

• Greet the caller, identify yourself, and ask if you can help.

• Speak clearly in a pleasant tone of voice. Avoid speaking too quickly.

• Give the caller time to explain the reason for the call. Don’t interrupt. Don’t sound like you’re in a hurry.

• When you need to put someone on hold, ask first: “Can I put you on hold for just a minute?” After you return to the line, thank the customer for holding.

• If you need to transfer a call, explain what you’re doing.

• When you end a call, let the customer hang up first. This will ensure that you don’t cut the customer off prematurely.





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Group Exercise: GEM@EEC

Discuss and put in context of how EEC

could provide GEM to the patients.

What are your personal experiences and

challenges in implementing these tasks?

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Reliability Assurance

Responsiveness Empathy

Service Excellence@

EEC

Summary:

Achieving Service Excellence @ EEC





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If you do tomorrow what you did yesterday

Your Future is History……………

If you do tomorrow what we’ve covered today

Your Future is Historic!!!

Final Thoughts…

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Prof Sattar Bawany

CEO, Centre for Executive Education (CEE)

Managing Director, EDA Asia Pacific

Email: [email protected]

LinkedIn: www.linkedin.com/in/ceeglobal

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Twitter: www.twitter.com/cee_global

Articles: www.cee-global.com/6/publication

Presentation: www.cee-global.com/7/speaking_engagements

Further Dialogue on Social Media




http://www.linkedin.com/in/ceeglobal

http://www.facebook.com/ceeglobal

http://www.twitter.com/cee_global

http://www.cee-global.com/6/publication



http://www.cee-global.com/7/speaking_engagements



http://www.linkedin.com/in/bawany

http://www.twitter.com/sattarbawany

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cee briefing on achieving service excellence @ eec -31 oct 2014

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