igl customer service leadership
TRANSCRIPT
Customer Service Leadership
‘Coach’ H. J. Bengochea B.Sc., M.B.A. Sandee Bengochea B.A., M.H.R.M
N&M Customer Service Philosophy
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
• Establish a Policy Statement or Service Credo in which the organization pledges its service offering to its customers
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
• Establish a Policy Statement or Service Credo in which the organization pledges its service offering to its customers
• Establish a motto which exemplifies the anticipatory service provided by all employees.
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
• Establish a Policy Statement or Service Credo in which the organization pledges its service offering to its customers
• Establish a motto which exemplifies the anticipatory service provided by all employees.
• Establish an Employee Promise which defines principles and values to guide employees’ interaction in the work environment and outlines the Company’s commitment to the well being of all employees.
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
• Establish a Policy Statement or Service Credo in which the organization pledges its service offering to its customers
• Establish a motto which exemplifies the anticipatory service provided by all employees.
• Establish an Employee Promise which defines principles and values to guide employees’ interaction in the work environment and outlines the Company’s commitment to the well being of all employees.
• Establish basic Steps of Service which define behaviors and attitudes that employees need to exhibit in order to create an exceptional customer experience.
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
• Establish a Policy Statement or Service Credo in which the organization pledges its service offering to its customers
• Establish a motto which exemplifies the anticipatory service provided by all employees.
• Establish an Employee Promise which defines principles and values to guide employees’ interaction in the work environment and outlines the Company’s commitment to the well being of all employees.
• Establish basic Steps of Service which define behaviors and attitudes that employees need to exhibit in order to create an exceptional customer experience.
• Establish Standards of Success for every department and the organization as a whole which provide guidelines to the employee on how they are expected to treat with customers, employees and the Company in order to be successful within the organization.
N&M Customer Service Philosophy
Documented principles and standards which define the
company’s proposed customer experience and identifies the
organization’s commitment towards customer satisfaction.
Commitment to customer satisfaction must be referenced in the Company’s mission statement or quality policy and must form an
integral part of the Company’s business strategy.
• Establish a Policy Statement or Service Credo in which the organization pledges its service offering to its customers
• Establish a motto which exemplifies the anticipatory service provided by all employees.
• Establish an Employee Promise which defines principles and values to guide employees’ interaction in the work environment and outlines the Company’s commitment to the well being of all employees.
• Establish basic Steps of Service which define behaviors and attitudes that employees need to exhibit in order to create an exceptional customer experience.
• Establish Standards of Success for every department and the organization as a whole which provide guidelines to the employee on how they are expected to treat with customers, employees and the Company in order to be successful within the organization.
• Define method of communicating and embedding the above principles and standards with all employees.
Importance of Customer Service
• Value received
• Loyalty given
Importance of Customer Service
• Value received
• Loyalty given
Importance of Customer Service
• Value received
• Loyalty given
What is the Essential Question?
What is the Essential Question?How to achieve?
What is the Essential Question?How to achieve?
✓+ve Customer Experience
✓Service Agility
✓Customer Delight
What is the Essential Question?How to achieve?
✓+ve Customer Experience
✓Service Agility
✓Customer Delight
What is the Essential Question?How to achieve?
✓+ve Customer Experience
✓Service Agility
✓Customer Delight
4 platforms for achieving service excellence are
4 platforms for achieving service excellence are
Service Agility
4 platforms for achieving service excellence are
+ve Customer Experience
Service Agility
4 platforms for achieving service excellence are
+ve Customer Experience
Service Agility
Service Leadership
4 platforms for achieving service excellence are
+ve Customer Experience
Service Agility
Customer Delight
Service Leadership
4 platforms for achieving service excellence are
+ve Customer Experience
Service Agility
Customer Delight
Service Leadership
+ve Customer Experience
✓Touchpoint✓Partnership✓People Development
+ve Customer Experiencethe sum total of the interactions that a customer has
with an organisation's products, services, people and
processes
✓Touchpoint✓Partnership✓People Development
+ve Customer Experiencethe sum total of the interactions that a customer has
with an organisation's products, services, people and
processes
✓Touchpoint✓Partnership✓People Development
Service Agility
Service Agility
the responsiveness of the organisation to the changing business environment and customer needs
Service Agility
the responsiveness of the organisation to the changing business environment and customer needs
Customer Delight ... The highest level of satisfaction
Customer Delight ... The highest level of satisfaction
✓Positive surprise arising from extremely good service delivery or product performanceExceeding customer expectations
Customer Delight ... The highest level of satisfaction
✓Positive surprise arising from extremely good service delivery or product performanceExceeding customer expectations
The domains of customer satisfaction
✓Quality
The domains of customer satisfaction
✓Quality
✓Value
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
✓Environment
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
✓Environment
✓Front Line Service Behaviors
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
✓Environment
✓Front Line Service Behaviors
✓Inter-departmental Teamwork
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
✓Environment
✓Front Line Service Behaviors
✓Inter-departmental Teamwork
✓Commitment to the Customer
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
✓Environment
✓Front Line Service Behaviors
✓Inter-departmental Teamwork
✓Commitment to the Customer
✓Innovation
The domains of customer satisfaction
✓Quality
✓Value
✓Timeliness
✓Efficiency
✓Ease of Access
✓Environment
✓Front Line Service Behaviors
✓Inter-departmental Teamwork
✓Commitment to the Customer
✓Innovation
The domains of customer satisfaction
Customer Expectations✓Accuracy
✓Availability
✓Partnership
✓Advice
Customer Service is an Attitude
Customer Service is an Attitude
Customer Service is an Attitude
• a predisposition to a person, thing, place or experience
Emotional Intelligence
Emotional Intelligence
Critical Thinking
Critical Thinking
Traits of an Effective Customer Service Practitioner
• Willingness to serve
• Attitude
• Emotional Intelligence
• Critical Thinking skills
Customer Relationship Management
Customer Relationship Management
✓Visitors
✓Leads
✓Customers
✓Advocates
Service Standards
• Description of Service
• Service Pledges
• Targets
• Costs
• Complaints
Service Standards
• Description of Service
• Service Pledges
• Targets
• Costs
• Complaints
Service Standards
• Service standards are a potential means to customer satisfaction, not an end in themselves
Service Standards
• Service standards are a potential means to customer satisfaction, not an end in themselves
• Service standards should target those service features that are most important to customers
Service Standards
• Service standards are a potential means to customer satisfaction, not an end in themselves
• Service standards should target those service features that are most important to customers
• Levels of service need to be customer driven,
Service Standards
• Service standards are a potential means to customer satisfaction, not an end in themselves
• Service standards should target those service features that are most important to customers
• Levels of service need to be customer driven,
• Customer expectations need to be reviewed regularly, they change
Service Standards
• Service standards are a potential means to customer satisfaction, not an end in themselves
• Service standards should target those service features that are most important to customers
• Levels of service need to be customer driven,
• Customer expectations need to be reviewed regularly, they change
• Communicating service standards to customers can have positive and negative consequences
Service Standards
• Service standards are a potential means to customer satisfaction, not an end in themselves
• Service standards should target those service features that are most important to customers
• Levels of service need to be customer driven,
• Customer expectations need to be reviewed regularly, they change
• Communicating service standards to customers can have positive and negative consequences
• Service standards must be supported by performance measurements and continuous improvement systems.
Service Standards
Steps of Customer Service
• Credo
• Motto
• Greeting to Farewell
Brand Building through Customer Service
• Identity
• Image
• Essence
• Personality
Brand Building through Customer Service
• Identity
• Image
• Essence
• Personality
Supervising your Team in implementing your Company’s Customer Service
Philosophy
Supervising your Team in implementing your Company’s Customer Service
Philosophy
Supervising your Team in implementing your Company’s Customer Service
Philosophy
✓Select
Supervising your Team in implementing your Company’s Customer Service
Philosophy
✓Select
✓Train
Supervising your Team in implementing your Company’s Customer Service
Philosophy
✓Select
✓Train
✓Direct
Supervising your Team in implementing your Company’s Customer Service
Philosophy
✓Select
✓Train
✓Direct
✓Coordinate
Supervising your Team in implementing your Company’s Customer Service
Philosophy
✓Select
✓Train
✓Direct
✓Coordinate
✓Monitor
Managing Customer Service Performance
Managing Customer Service Performance
Managing Customer Service Performance✓ Cost & value obtained
Managing Customer Service Performance✓ Cost & value obtained
✓ Performance & Customer satisfaction
Managing Customer Service Performance✓ Cost & value obtained
✓ Performance & Customer satisfaction
✓ delivery improvement & added value
Managing Customer Service Performance✓ Cost & value obtained
✓ Performance & Customer satisfaction
✓ delivery improvement & added value
✓ delivery capability
Managing Customer Service Performance✓ Cost & value obtained
✓ Performance & Customer satisfaction
✓ delivery improvement & added value
✓ delivery capability
✓ benefits realised
Managing Customer Service Performance✓ Cost & value obtained
✓ Performance & Customer satisfaction
✓ delivery improvement & added value
✓ delivery capability
✓ benefits realised
✓ relationship strength and responsiveness
Selecting & Hiring for Customer Service
Selecting & Hiring for Customer Service
✓Problem solving
Selecting & Hiring for Customer Service
✓Problem solving
✓Assertiveness
Selecting & Hiring for Customer Service
✓Problem solving
✓Assertiveness
✓Helpfulness
Selecting & Hiring for Customer Service
✓Problem solving
✓Assertiveness
✓Helpfulness
✓Confidence
Selecting & Hiring for Customer Service
✓Problem solving
✓Assertiveness
✓Helpfulness
✓Confidence
✓Diligence
Selecting & Hiring for Customer Service
✓Problem solving
✓Assertiveness
✓Helpfulness
✓Confidence
✓Diligence
✓Empathy
Selecting & Hiring for Customer Service
✓Problem solving
✓Assertiveness
✓Helpfulness
✓Confidence
✓Diligence
✓Empathy
✓Sociability
Motivating Customer Service Teams
Motivating Customer Service Teams
Motivating Customer Service Teams
• Provide ongoing learning
Motivating Customer Service Teams
• Provide ongoing learning
• Adjust the attitude
Motivating Customer Service Teams
• Provide ongoing learning
• Adjust the attitude
• Reward
Motivating Customer Service Teams
• Provide ongoing learning
• Adjust the attitude
• Reward
• Show appreciation
Motivating Customer Service Teams
• Provide ongoing learning
• Adjust the attitude
• Reward
• Show appreciation
• Support outstanding customer service
Motivating Customer Service Teams
• Provide ongoing learning
• Adjust the attitude
• Reward
• Show appreciation
• Support outstanding customer service
• Keep high standards
