11. Culture - The Foundation to Service Excellence Starts with the frontline “ I do what is required of me – nothing more” “ This is a temporary position for me - just buying my time” “ The managers just don’t get it – we see what’s really happening everyday” “ This is a wonderful place to work – feel proud to be an employee” “ My focus is making the customer I’m talking with happy” “I’m part of improving customer service every day”
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14. What the Best Know Take Ownership of the Process “ Animal trainers have a saying: It’s never the animal’s fault. That means you can’t blame an animal for something the trainer has failed to do.” – Dan and Chip Heath
35. And…the best make the investment USAA - Positioning Supervisors for Success with a Call Center Curriculum “ Many times, supervisors are promoted from within; we select the best agent to be the next supervisor. They are the leaders of your customer service staff and the “voice”of your company – but have you equipped them with more than a Stephen Covey book? Invest in the future of your company by giving new and upcoming supervisors a thorough understanding of how to run an effective and efficient call center – from communication skills to Erlang C.” - Call Center Management Review
36. And…the best make the investment USAA - Positioning Supervisors for Success with a Call Center Curriculum “ Many times, supervisors are promoted from within; we select the best agent to be the next supervisor. They are the leaders of your customer service staff and the “voice”of your company – but have you equipped them with more than a Stephen Covey book? Invest in the future of your company by giving new and upcoming supervisors a thorough understanding of how to run an effective and efficient call center – from communication skills to Erlang C.” - Call Center Management Review
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39. Thanks and keep in touch If you’d like a copy of today’s slides, send an email request to timm@servicelevelgroup.com Additional examples and articles are available for download at www. servicelevelgroup.com