how to deliver world class service

7/29/2019 How to Deliver World Class Service

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If you dont take care of yourcustomer somebody else will.


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Who is a customer? The customer is the most important visitor on our

premises. He is not dependent on us. We are dependent on him

He is not an interruption to our work. He is thepurpose of it.

He is not an outsider to our business, he is a part of it.

We are not doing him any favour by serving him, he isdoing us a favour by giving us an opportunity to do so.


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Strategy is the key

For any organization to meet itsobjective of delivering world classservice or product it must have aclear strategy to how to achieve

that objective.


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Definition of Strategy

Strategy refers to a plan of actiondesigned to achieve a particular

goal. The word is of military origin,deriving from the Greek wordstrategos, which roughly translates

as general.


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Clarity and Commitment

We must have a clear focus on service. Themission statement and core values establishwithout question that quality service tocustomer is a fundamental objective and

aspiration. Every major issue, question ordecision can be considered through theprism of this commitment to providing

world class customer service.


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Vision Statement:

A statement that captures the long-term picture of

what the organization wants to become. A visionstatement must be inspirational, memorable andreflect the desires of those with vested interests

Mission Statement

A mission statement is a formal short writtenstatement of the purpose of a company ororganization. The mission statement should guide the

actions of the organization, spell out its overall goal,provide a sense of direction, and guide decision-making....


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Differences Between Vision and Mission Statement

Vision dictates Mission which determines Strategy,

which surfaces Goals that frame Objectives, which inturn drives the Tactics that tell an organization whatResources, Infrastructure and Processes are needed tosupport a certainty of execution

vision statements are design oriented while missionstatements are execution oriented. It is the corporatevision that should determine its mission. The vision is

bigger picture and future oriented while the mission ismore immediately focused on the present. It is thevision that defines the end game and the mission is theroad map that will take you there.


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Mission statements should reflect greater focus onmore immediate concerns that support theoverarching vision. Mission statements tend to be

more functional in nature dealing with touch pointsfrom pricing, quality, marketplace and other itemsthroughout the value chain.

It is much more important that your vision andmission be understood by company employees andtranslated into the resultant authenticity of their

actions. Your customers dont care what you put onpaper, but they care immensely about whether or not acompany's vision and mission are reflected in afulfilled brand promise.


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VDT Vision & Mission Statement

Vision:

To be the preferred last mile communicationservice provider.

Mission:

To operate a network of communication

infrastructure that provides quality serviceto the customer in a most reliable andsecured manner.


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Continuous Training

Training is not a one time affair.we must understands that dailycustomer contact can be draining,

and that customer expectation areon the rise. To meet this challenge,all our departments and staff must

be trained and on wide range ofinspiring and demandingeducational programs.


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Continuous Training contd

Training should not be conducted during

robust economic times only. Even during thedown times like we currently have. Ourinvestment in training must go on. This will

give us a two fold advantage. First, it allowsus to surge ahead in service quality whenother organization may be cutting back.Second, it demonstrates to all staff thatcontinuous learning and improvement areessential principles for success, not justnice to have additions.


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Career Development

Our staff must and be regularly appraised for

performance and potential. High flyers are identified early and given every

opportunity to learn and grow.

Senior managers will be developed with frequentrotations amongst top positions in the company.This will lead to having a management team withgreat breadth and depth, with a shared

understanding of the big picture with acommitment to do what is best for the customersand the business, not just for one or anotherdepartment

I l C i i


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Internal Communications

With almost a 100 staff in about 14different states communication is critical,we must keep our staff informed ofimportant matters through newsletters

and publications, regular meetingsbetween management and staff and astaff ideas in Action program that helps

in improving the quality of servicerendered to the customers.


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Internal communications contd

To keep everyone on the same

wavelength.There must be regular dialogue

sessions between management andstaff to keep communications flowing.

Organize semi-annual business

meetings to provide the forum forevaluation of the results in sales, yieldsand customer satisfaction levels.


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Consistent External Communications

Whether the advertisement is about new

products, new connection method, newequipment the VDT brand must be featuredin the advertising layouts and copy. Why?

The bottom line for VDT is not the newproduct, new connection method etc thebottom line is delivering quality service, and

the trust and continued patronage is thebrand identity the public personificationof that service.


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Consistent External Communications contd

For us to deliver excellent service everyonemust be involved showing a picture of asmiling engineer, a marketing teamattending to clients or a friendly

telephone/receptionist would not carry thesame consistency in externalcommunications. The VDT brand must

represents impeccable quality service. In ourexternal communications, she must bethere.

C ti ith t


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Connection with customers

VDT must make a concerted effort to stay in

touch with customers through means ofeliciting information on the quality ofservice received. Questionnaires should be

administered, customer forum held, ifpossible have wide range of valuableprivileges.

The airlines have convenient check-in,additional baggage allowance, priorityseating and waitlist and more.


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Benchmarking

The IT industry is intensely competitive

with every company seeking new ways toget ahead of the pack. VDT mustintroduces new innovations, and trackscompetitors progress closely.

Even outside the industry, we must keep anopen eye for new ways to improve and grow.

When companies doing the same kindbusiness with us or something similar , wemust watch closely to see what can beadopted or adapted for the company.


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Improvement, Investment and Innovation

For us to be able to deliver excellent service we must

build a reputation for taking the lead and doing thingsdifferently than the others. Some airlines give freedrinks and headsets, fax machines on board,individual video screens and telephones in every seat,leading edge gaming and in-flight entertainment.

Some goes as far as booking well know chef forpreparing special meal for certain class of travelers forthe first class and business class passengers the list isendless.

The commitment to continuous improvement iscoupled with a cultural determination to try-it-out,make-it-work and see-it-through.

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Reward and Recognition.

While excellent staff performance

is rewarded with increased pay andposition, the most prestigious

award of all is reserved forextraordinary acts of truly superiorservice.


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Rewards and Recognition contd

To encourage superior quality service delivery we can

institute a yearly award which can be tagged theMDs award this award will be given to teams orindividuals who respond to unique customersituations with exceptionally positive, innovative or

selfless acts of service. This award carries no financialbenefit, but it will be the most revered accolade in thecompany. Winners and their families will be welltreated to a weekend at a minimum of four star hotel,

the story of their efforts is published in the monthlynews letter and their pictures displayed in hall of fameboard to be created in the company.


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Professionalism, Pride and Profits

The result of all efforts is a staff culture

vigorously committed to the company, tocustomers and to continuous improvement.

Staff must be proud and have a sense ofownership this must be evident in the way andmanner they protect the companys reputation.

And good profits are also achieved, but not asthe end in themselves. Rather VDTs profits are

the the applause we receive for providingconsistent quality and service to ourcustomers.


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Our experience must be.

We must place the needs of our customers

first, and offer service above and beyond theordinary.

Even when we are dealing with clients whose

links connectivity is the least on ournetwork, we must treat them with the samecare we will use for the big clients.

The experience we leave with them mattersa lot as we might not a second opportunityto do it better.


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For us to arrive at our destination we mustplace high priority on quality service. Allissues, all questions and decisions are madeas they relate to the needs of the customer.

The bottom for us should not be the links,the connectivity, the type of equipment usedin connecting the clients. The bottom line

should be delivering exceptional service,and the personification of that service.


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We must have a differentiation strategy

based on providing quality service byusing high quality equipment which isaffordable to our clients, and this

service must be delivered with warmsmiles.


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Successful Delivery.

Is when the customer either comes intocontact with the organization or isreminded of the organization and

develops an impression of its serviceand makes a demand for more of theservice. This is as a result of the wayand manner it has been delivered.


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Summary

Customer service can make or break a company.Keeping happy customers is a more cost-effectivestrategy than just acquiring new ones.

Copying successful company who has a excellent orworld class customer service is a good starting point indeveloping a strategy to be achieved deliveringexcellent service.


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Learning PointsWhen we refuse to take care of our customers

competition will

There is need to be mindful of the type of product to be

developed and launched into the market.

Aggressive and sustainable marketing is needed in the

survival of any product facing stiff competition

There is need for products to be branded to separate and

distinct it from others.


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Thank You

how to deliver world class service

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