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Tetra Pak Technical Service




Service
     The art of giving
  Tetra Pak customers a
   high quality service
        experience




          Based on the article:
       Defining Customer Service:
the Customer’s Perception is our Reality /
 William Orilio, MHS / September 2004




     Selected text from an article
      byWilliam F. Orilio, MHS

            Peter Berthagen
Tetra Pak Technical Service




You might not be able to
define service, but you
know it when you find it,
and so do our customers.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




Service is an elusive
concept that is extremely
difficult to measure and
evaluate.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




In today’s competitive
marketplace service is the
most important thing a
company has to sell.
It truly makes the
difference when two
businesses offer
essentially the same
product.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




“Moments of truth”
We create one every time
we come in contact with a
customer and we make a
good impression or a bad
one for the organization
we represent.
This sets the tone for the
rest of the customer’s
experience…




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




If you consider the effect
that one person can have
on the entire customer
experience, and multiply
that by a dozen or more
employees, you can see
that the moments of truth
have increased
exponentially.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




Customer service is
difficult to explain, and
difficult to understand.
The people who know it
best are customers,
because they are the ones
who know what they
want. And because they
are the ones who know
what they want, it is our
customers we should be
listening to.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




A demanding customer is
not a bad customer.
When you make a
proposal to a demanding
customer, and he or she
ends up going to another
supplier they’ll be
disappointed if the service
they get isn’t equal to what
you have created.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




To understand the truth
about service you have to
realize that customer
service has to always be
defined from the
customer’s perspective.
In fact, you need to
remember that the
customer’s perception is
our reality.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




We all know that
successful service is not a
one-time event; you have
to work hard at it.
It is only as good as your
latest encounter.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




The importance of
customer service is forever
clear: even the most
perfect product isn’t good
when service is poor,
because poor service
leaves a bad taste in your
mouth.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




Executives around the
world recognize service as
the most important tool a
company can use to
differentiate itself from
the competition.
Therefore, they also
realize that the most
important people in any
company are those who
provide service.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




People working with
customers might tell you,
“I already know all that.”
That’s great, but it doesn’t
matter if they know what
to do; it matters if they do
what they know.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




“You never get a second
chance to make a first
impression.”
The first thirty seconds
sets the tone for each
experience.
The most important first
step for anyone working
with customers is creating
a bond of trust and
credibility.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




If it’s true that almost
everything you become
and accomplish in your
life happens with and
through other people,
then the ability to create
rapport with other people
is the most important skill
you can learn.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




You can’t sell something
you don’t know anything
about, and you won’t
suggest something if you
don’t know anything
about it.
Closing a sale is actually a
transfer of enthusiasm. It
is hard to be enthusiastic
about something you don’t
know anything about and
you can only sell
something to the degree
that you believe in it.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




It is important to
remember that in every
service opportunity there
is a sales opportunity, and
in every sales opportunity
there is a service
opportunity.
 You can have the best
product in the world, but
if you don’t sell it, you still
have it.




       Selected text from an article
        byWilliam F. Orilio, MHS

              Peter Berthagen
Tetra Pak Technical Service




I’ll come back and remind
you of this basic premise:
“It’s not knowing what to
do that matters, but doing
what you know that
matters”.




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




Caring is the golden key.
You have to care that your
customers get the best
service and the best value!




      Selected text from an article
       byWilliam F. Orilio, MHS

             Peter Berthagen
Tetra Pak Technical Service




   Tetra Pak
Technical Service




   Selected text from an article
    byWilliam F. Orilio, MHS

          Peter Berthagen

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The Art Of Service Mindset Final

  • 1. Tetra Pak Technical Service Service The art of giving Tetra Pak customers a high quality service experience Based on the article: Defining Customer Service: the Customer’s Perception is our Reality / William Orilio, MHS / September 2004 Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 2. Tetra Pak Technical Service You might not be able to define service, but you know it when you find it, and so do our customers. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 3. Tetra Pak Technical Service Service is an elusive concept that is extremely difficult to measure and evaluate. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 4. Tetra Pak Technical Service In today’s competitive marketplace service is the most important thing a company has to sell. It truly makes the difference when two businesses offer essentially the same product. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 5. Tetra Pak Technical Service “Moments of truth” We create one every time we come in contact with a customer and we make a good impression or a bad one for the organization we represent. This sets the tone for the rest of the customer’s experience… Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 6. Tetra Pak Technical Service If you consider the effect that one person can have on the entire customer experience, and multiply that by a dozen or more employees, you can see that the moments of truth have increased exponentially. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 7. Tetra Pak Technical Service Customer service is difficult to explain, and difficult to understand. The people who know it best are customers, because they are the ones who know what they want. And because they are the ones who know what they want, it is our customers we should be listening to. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 8. Tetra Pak Technical Service A demanding customer is not a bad customer. When you make a proposal to a demanding customer, and he or she ends up going to another supplier they’ll be disappointed if the service they get isn’t equal to what you have created. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 9. Tetra Pak Technical Service To understand the truth about service you have to realize that customer service has to always be defined from the customer’s perspective. In fact, you need to remember that the customer’s perception is our reality. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 10. Tetra Pak Technical Service We all know that successful service is not a one-time event; you have to work hard at it. It is only as good as your latest encounter. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 11. Tetra Pak Technical Service The importance of customer service is forever clear: even the most perfect product isn’t good when service is poor, because poor service leaves a bad taste in your mouth. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 12. Tetra Pak Technical Service Executives around the world recognize service as the most important tool a company can use to differentiate itself from the competition. Therefore, they also realize that the most important people in any company are those who provide service. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 13. Tetra Pak Technical Service People working with customers might tell you, “I already know all that.” That’s great, but it doesn’t matter if they know what to do; it matters if they do what they know. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 14. Tetra Pak Technical Service “You never get a second chance to make a first impression.” The first thirty seconds sets the tone for each experience. The most important first step for anyone working with customers is creating a bond of trust and credibility. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 15. Tetra Pak Technical Service If it’s true that almost everything you become and accomplish in your life happens with and through other people, then the ability to create rapport with other people is the most important skill you can learn. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 16. Tetra Pak Technical Service You can’t sell something you don’t know anything about, and you won’t suggest something if you don’t know anything about it. Closing a sale is actually a transfer of enthusiasm. It is hard to be enthusiastic about something you don’t know anything about and you can only sell something to the degree that you believe in it. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 17. Tetra Pak Technical Service It is important to remember that in every service opportunity there is a sales opportunity, and in every sales opportunity there is a service opportunity. You can have the best product in the world, but if you don’t sell it, you still have it. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 18. Tetra Pak Technical Service I’ll come back and remind you of this basic premise: “It’s not knowing what to do that matters, but doing what you know that matters”. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 19. Tetra Pak Technical Service Caring is the golden key. You have to care that your customers get the best service and the best value! Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  • 20. Tetra Pak Technical Service Tetra Pak Technical Service Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen