service. simpel. de dagen - beeckestijn business school
DESCRIPTION
Eric de Haan, schrijver van "de Tao van Service", gaf voor Beeckestijn Business School tijdend de KlantContactDagen #een inspirerende presentatie over het bieden van goede service en dat dat eigenlijk heel eenvoudig is, als je tenminste bepaalde regels en uitgangspunten volgt. Gemist? Kijk dan hier voor de presentatie of kom op maandag 11 juni 2012 naar onze clinic over dit onderwerp bij Beeckestijn Business School.TRANSCRIPT
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service. simpel.
Eric de Haan ericdehaan.nl
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over mij
Het lijkt een dun boekje, maar pas op, de inhoud zet uit in het hoofd”
MarketingTribune
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kwaliteit gericht op product
klanttevredenheid gericht op de klant
‘klant centraal’ klant dominante stakeholder
customer engagement
service excellence ‘Net Promoter’
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SERVICE MAAKT (HET) VERSCHIL
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service bepaalt klanttevredenheid
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1. Oneerlijkheid
2. Minachting
3. Afspraken niet nagekomen
4. Klantapathie
5. Wachtrijen
6. Onpersoonlijke, mechanische bejegening
7. Doodse stilte
8. Onwilligheid
9. Onwetendheid
10. Negeren
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waarom klanten vertrekken
Bron: Genesys Global Consumer Survey, 2006
1. Klantenservice (72%) 2. Kwaliteit (31%) 3. Prijs (23%)
1. Prijs (48 %) 2. Andere behoefte (35%)
3. Klantenservice (21%)
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‘Never has a person told me he couldn't get in touch with me. I listen. I respond. I help when I can.’
Peter Shankman, service guru
‘Service is not about "Wow!".
It's about an all-of-the-time, I-know-I-can-count-on-it, better-than-average experience.’
Shep Hyken, customer service speaker
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service dominant logic
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livecontact spannender
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spotten met service
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serviceminded zijn scoort op alle fronten beter
Bas Hoogland
Karel van Eerd
Tony Hsieh
Chris Zane
Peter Blom
Fokke de Jong
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service 0.0
“The best way to find yourself is to lose yourself in the service of others.” Mahatma Gandhi
Wijzen vergaren niets, maar geven alles aan anderen; hoe meer ze geven, hoe meer ze hebben. Tao Te Ching - 81
Lao
Tse
Alb
ert S
chw
eitz
er
Way
ne D
yer
Kahl
il G
ibra
n
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‘golden rule’
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SUBTIELE KRACHT VAN SERVICE
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Het zachtste aller dingen overwint het hardste aller dingen. Tao Te Ching - 43
subtiele kracht van service People hear what you say. But they feel your attitude.
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serviceberg
Bron: De Haan, 2012
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service-samenhang
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Bron: De Haan, 2012
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Bron: De Haan, 2012
broncode van service
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KlantReactie
Recovery
Resonantie Retentie Reputatie
------ > Rewin
service Recovery
Recommandatie
Bron: Ahaus & De Haan, 2010
‘emotional break down’
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SERVICE SNAPPEN
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“Met slechts vijf mensen kun je bijna alles bereiken.” Margaret Mead
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bewustwording
strategie & leiderschap
proces
cultuur & mentaliteit
monitoring & verbetering
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bewustwordingsU
(serviceminded) zijn
betekenis geven & committeren
(de betekenis van service) inzien
overtuigingen loslaten & inzicht toelaten
(het belang van service) zien
confronteren & gewaarworden
Bron: Ahaus & De Haan, 2010
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service strategie
Bron: Stauss, 2005
Provide membership
Serious F.U.N.
Cultivate partnership
Hire right
Create a memorable after-experience
Build community
Walk the walk
Bron: S. Hyken, 2011
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serviceDNA Simplicity is the ultimate sophistication.
You have to trust in your gut, destiny, life, karma, whatever. This approach has never let me down, and it has made all the difference in my life.
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service ‘values’
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customer service journey
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‘wij’ Cultuur Waarden
‘ik’
Competenties Attitude Vaardigheden
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ruimte geven aan service
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closed loop feedback
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future of service
55% expect to compete on service in 2020, well ahead of quality (33%) and price (9%)
Bron: Economist Intelligence Unit, 2011
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Learnings Leergang ‘Customer Service Management’
Managing ServiceSpiegel Customer Service Journey
Serving Training Servicemindfulness
Monitoring service Ser7iceProof Service Recovery Score
werk maken van service
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taovanservice.nl