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Love Your Staff - Don Hales 15 06 11

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Morag Lehrle
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LOVE YOUR STAFF Don Hales Founder of Customer Service Training Network Ltd Tel 07850 874 120 [email_address]
WHAT COMES FIRST? ,[object Object],[object Object],[object Object]
AEROPLANE SAFETY ,[object Object],[object Object]
WHY “Love Your Staff” Matters? ,[object Object],[object Object]
Why “Love Your Staff” matters ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
LOVED EMPLOYEES ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Benefit: employees who are engaged are more creative, innovative problem solvers, which are hallmarks of service excellence
The Business Case Exercise 20% of employees are C performers 60% of employees are B performers 20% of employees are A performers
Result Happy staff Happy customers More Profit
Climate exercise ,[object Object],[object Object]
3 Key Fundamentals ,[object Object],[object Object],[object Object]
Theatre Company r Mystery Shopping Score Theatregoers Shows Average per Show Spend per Person = +15% = +37% = +25% = +11% = +10% Over 2 yrs What does real value on the benefits of great customer service look like?
Case Studies ,[object Object],[object Object]
Remember ,[object Object],[object Object]
My Leadership Research ,[object Object],[object Object],[object Object],[object Object],[object Object],Customer Service Director Research
LOVE YOUR STAFF Don Hales Founder of Customer Service Training Network Ltd Tel 07850 874 120 [email_address]

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Love Your Staff - Don Hales 15 06 11

  • 1. LOVE YOUR STAFF Don Hales Founder of Customer Service Training Network Ltd Tel 07850 874 120 [email_address]
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7. The Business Case Exercise 20% of employees are C performers 60% of employees are B performers 20% of employees are A performers
  • 8. Result Happy staff Happy customers More Profit
  • 9.
  • 10.
  • 11. Theatre Company r Mystery Shopping Score Theatregoers Shows Average per Show Spend per Person = +15% = +37% = +25% = +11% = +10% Over 2 yrs What does real value on the benefits of great customer service look like?
  • 12.
  • 13.
  • 14.
  • 15. LOVE YOUR STAFF Don Hales Founder of Customer Service Training Network Ltd Tel 07850 874 120 [email_address]