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IGL Customer Service Leadership
- 1. Customer Service Leadership ‘Coach’ H. J. Bengochea B.Sc., M.B.A. Sandee Bengochea B.A., M.H.R.M coachbengo@gmail.com besandee@gmail.com
- 2. N&M Customer Service Philosophy
- 3. 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.
- 4. N&M Customer Service Philosophy Documented principles and Commitment to customer satisfaction must be define the in standards which referenced the Company’s missioncustomer company’s proposed statement or experience and identifies the an quality policy and must form organization’s commitment towards integral part of the Company’s customer satisfaction. business strategy.
- 5. N&M Customer Service Philosophy Documented principles and Commitment to customer satisfaction must be define the in standards which referenced • Establish a Policy Statement or Service the Company’s missioncustomer company’s proposed statement Credo in which the organization pledges or experience and identifies the an quality policy and must form its service offering to its customers organization’s commitment towards integral part of the Company’s customer satisfaction. business strategy.
- 6. N&M Customer Service Philosophy Documented principles and Commitment to customer satisfaction must be define the in standards which referenced • Establish a motto Statement or Service Policy which exemplifies the the Company’s missioncustomer company’s proposed statement anticipatory service organization all Credo in which the provided by pledges or experience and identifies the an quality policy and must form employees.offering to its customers its service organization’s commitment towards integral part of the Company’s customer satisfaction. business strategy.
- 7. N&M Customer Service Philosophy • Establish an EmployeetoPromiseand Documented principles Commitment customer which defines principles and values to guide employees’mottowhich in the work in satisfaction must be define the standards interaction referenced the • Establish a Policy Statement or Service which exemplifies environmentservicemissioncustomer the Company’s company’s proposed the Company’s and outlines statement anticipatory Credo in which the organization all provided by pledges commitment policyto itsmust form an or experience and identifies of all quality to the and being the employees.offering its service well customers employees. part of the Company’s organization’s commitment towards integral customer satisfaction. business strategy.
- 8. N&M Customer Service Philosophy • Establish an EmployeetoPromiseand • definesDocumented principles which Establish basic Steps of Service Commitment values to guide which principles and customer define behaviors and be define the in attitudes that employees’mottowhich in the work the satisfaction must standards interaction referenced • Establish a Policyproposed customer to which exemplifies Statementin order exhibit or Service employees need tomission statement the Company’s company’s environment and outlines the Company’s anticipatory service organization all Credo an which the provided by pledges in exceptional customer createexperience and identifies the an commitment policyto itsmust form or quality to the and being of all employees.offering its service well customers experience. part of the Company’s organization’s commitment towards integral employees. customer satisfaction. business strategy.
- 9. N&M Customer Service Philosophy • Establish an StandardstoPromiseandfor Establish Employee of Success • definesDocumented principles which Establish basic Steps of Service Commitment values to guide customer which principles and the organization as every department and define behaviors and be define the in attitudes that employees’mottowhichguidelines to the satisfaction must in the work standards interaction referenced • aenvironment andtomissioncustomer to Establishwhich provide exemplifies whole a need which in order employees Policy Statementstatement the Company’s exhibit or Service company’s proposed the Company’s outlines employee which the organization all to anticipatory service provided by pledges Credo an on how theycustomer in exceptional are expected createexperience and identifies the an commitment policyto employees and the or quality to the and must form well customers treat with customers, its employees.offering its service being of all experience. part of the Company’s organization’s commitment towards integral employees. order to be successful within Company in customer satisfaction. business strategy. the organization.
- 10. N&M Customer Service Philosophy • Establish an StandardstoPromiseandfor Establish Employee of Success • definesDocumented principles which Establish basic Steps of Service Commitment values to guide customer which principles and the organization as • aemployees’mottoto exhibit inor Service every department communicating and of and referenced Define behaviors and be in the work in define standards which define the method must attitudes that satisfaction interaction guidelines to the • embedding Policyproposed customer to Establishwhich provide exemplifies whole a need Statement order which employees the above principles and the Company’s mission statement company’s environment and outlines the Company’s employee whichall employees. by all to standards with the andare expected anticipatory service organization pledges Credo an on how theycustomer in exceptionalprovided createexperience and identifies the an commitment policyto employees and the or quality to the wellmust form being of all treat with customers, its customers employees.offering its service experience. part of the Company’s organization’s commitment towards integral employees. order to be successful within Company in customer satisfaction. business strategy. the organization.
- 11. Importance of Customer Service • Value received • Loyalty given
- 12. Importance of Customer Service • Value received • Loyalty given
- 13. Importance of Customer Service • Value received • Loyalty given
- 14. What is the Essential Question?
- 15. What is the Essential Question? How to achieve?
- 16. What is the Essential Question? How to achieve? ✓+ve Customer Experience ✓Service Agility ✓Customer Delight
- 17. What is the Essential Question? How to achieve? ✓+ve Customer Experience ✓Service Agility ✓Customer Delight
- 18. What is the Essential Question? How to achieve? ✓+ve Customer Experience ✓Service Agility ✓Customer Delight
- 19. 4 platforms for achieving service excellence are
- 20. 4 platforms for achieving service excellence are Service Agility
- 21. 4 platforms for achieving service excellence are Service Agility +ve Customer Experience
- 22. 4 platforms for achieving service excellence are Service Agility +ve Customer Experience Service Leadership
- 23. 4 platforms for achieving service excellence are Service Agility Customer Delight +ve Customer Experience Service Leadership
- 24. 4 platforms for achieving service excellence are Service Agility Customer Delight +ve Customer Experience Service Leadership
- 25. +ve Customer Experience ✓Touchpoint ✓Partnership ✓People Development
- 26. +ve Customer Experience the sum total of the interactions that a customer has with an organisation's products, services, people and processes ✓Touchpoint ✓Partnership ✓People Development
- 27. +ve Customer Experience the sum total of the interactions that a customer has with an organisation's products, services, people and processes ✓Touchpoint ✓Partnership ✓People Development
- 28. Service Agility
- 29. Service Agility the responsiveness of the organisation to the changing business environment and customer needs
- 30. Service Agility the responsiveness of the organisation to the changing business environment and customer needs
- 31. Customer Delight ... The highest level of satisfaction
- 32. Customer Delight ... The highest level of satisfaction ✓Positive surprise arising from extremely good service delivery or product performance Exceeding customer expectations
- 33. Customer Delight ... The highest level of satisfaction ✓Positive surprise arising from extremely good service delivery or product performance Exceeding customer expectations
- 34. The domains of customer satisfaction
- 35. The domains of customer satisfaction ✓Quality
- 36. The domains of customer satisfaction ✓Quality ✓Value
- 37. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness
- 38. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency
- 39. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access
- 40. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment
- 41. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors
- 42. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors ✓Inter-departmental Teamwork
- 43. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors ✓Inter-departmental Teamwork ✓Commitment to the Customer
- 44. 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
- 45. 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
- 46. Customer Expectations ✓ Accuracy ✓ Availability ✓ Partnership ✓ Advice
- 47. Customer Service is an Attitude
- 48. Customer Service is an Attitude
- 49. Customer Service is an Attitude • a predisposition to a person, thing, place or experience
- 54. Traits of an Effective Customer Service Practitioner • Willingness to serve • Attitude • Emotional Intelligence • Critical Thinking skills
- 55. Customer Relationship Management
- 56. Customer Relationship Management ✓Visitors ✓Leads ✓Customers ✓Advocates
- 57. Service Standards • Description of Service • Service Pledges • Targets • Costs • Complaints
- 58. Service Standards • Description of Service • Service Pledges • Targets • Costs • Complaints
- 60. Service Standards • Service standards are a potential means to customer satisfaction, not an end in themselves
- 61. 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
- 62. 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,
- 63. 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
- 64. 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
- 65. 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.
- 66. Steps of Customer Service • Credo • Motto • Greeting to Farewell
- 67. Brand Building through Customer Service • Identity • Image • Essence • Personality
- 68. Brand Building through Customer Service • Identity • Image • Essence • Personality
- 69. Supervising your Team in implementing your Company’s Customer Service Philosophy
- 70. Supervising your Team in implementing your Company’s Customer Service Philosophy
- 71. Supervising your Team in implementing your Company’s Customer Service Philosophy ✓Select
- 72. Supervising your Team in implementing your Company’s Customer Service Philosophy ✓Select ✓Train
- 73. Supervising your Team in implementing your Company’s Customer Service Philosophy ✓Select ✓Train ✓Direct
- 74. Supervising your Team in implementing your Company’s Customer Service Philosophy ✓Select ✓Train ✓Direct ✓Coordinate
- 75. Supervising your Team in implementing your Company’s Customer Service Philosophy ✓Select ✓Train ✓Direct ✓Coordinate ✓Monitor
- 78. Managing Customer Service Performance ✓ Cost & value obtained
- 79. Managing Customer Service Performance ✓ Cost & value obtained ✓Customer satisfaction Performance &
- 80. Managing Customer Service Performance ✓ Cost & value obtained ✓Customer satisfaction Performance & ✓added value delivery improvement &
- 81. Managing Customer Service Performance ✓ Cost & value obtained ✓Customer satisfaction Performance & ✓added value delivery improvement & ✓ delivery capability
- 82. Managing Customer Service Performance ✓ Cost & value obtained ✓Customer satisfaction Performance & ✓added value delivery improvement & ✓ delivery capability ✓ benefits realised
- 83. Managing Customer Service Performance ✓ Cost & value obtained ✓Customer satisfaction Performance & ✓added value delivery improvement & ✓ delivery capability ✓ benefits realised ✓and responsiveness relationship strength
- 84. Selecting & Hiring for Customer Service
- 85. Selecting & Hiring for Customer Service ✓ Problem solving
- 86. Selecting & Hiring for Customer Service ✓ Problem solving ✓ Assertiveness
- 87. Selecting & Hiring for Customer Service ✓ Problem solving ✓ Assertiveness ✓ Helpfulness
- 88. Selecting & Hiring for Customer Service ✓ Problem solving ✓ Assertiveness ✓ Helpfulness ✓ Confidence
- 89. Selecting & Hiring for Customer Service ✓ Problem solving ✓ Assertiveness ✓ Helpfulness ✓ Confidence ✓ Diligence
- 90. Selecting & Hiring for Customer Service ✓ Problem solving ✓ Assertiveness ✓ Helpfulness ✓ Confidence ✓ Diligence ✓ Empathy
- 91. Selecting & Hiring for Customer Service ✓ Problem solving ✓ Assertiveness ✓ Helpfulness ✓ Confidence ✓ Diligence ✓ Empathy ✓ Sociability
- 92. Motivating Customer Service Teams
- 93. Motivating Customer Service Teams
- 94. Motivating Customer Service Teams • Provide ongoing learning
- 95. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude
- 96. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward
- 97. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward • Show appreciation
- 98. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward • Show appreciation • Support outstanding customer service
- 99. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward • Show appreciation • Support outstanding customer service • Keep high standards