1.
Creating & Sustaining
A Culture of
Service Excellence

2.
Creating & Sustaining a Culture of Excellence
THEO GILBERT-JAMISON
• Chief Executive Officer of Performance Solutions by Design,
a consulting firm headquartered in Atlanta, Georgia that
helps organizations across all industries create and sustain a
culture of service excellence.
• Author of the popular leadership book The Six Principles of
Service Excellence (published in 2005), and co-author of The
Leadership Book of Numbers (published in 2008 & 2012).
• Prior to launching Performance Solutions by Design in 2003, Theo was Vice President of
Training & Organizational Effectiveness with The Ritz-Carlton Hotel Company where
she enjoyed a successful 17 year career.
• Key contributor, instrumental in implementing and sustaining quality processes and
systems companywide that led to The Ritz-Carlton Hotel Company’s unprecedented
Malcolm Baldrige National Quality Awards in 1992 and 1999.
• Works closely with diverse leadership groups and organizations, ranging from
automotive, legal and financial services, to education, hospitality, healthcare, and retail.

3.
Opening Quote
The customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity to do so.
--Mahatma Gandhi

4.
Creating & Sustaining a Culture of Excellence
WHAT WE WILL COVER
• The Foundation for Creating
& Sustaining a Culture of
Service Excellence
• The Six Principles of Service
Excellence Overview
• Creating an Action Plan to
Drive Excellence

5.
Creating & Sustaining a Culture of Excellence
OPENING QUESTIONS
• What challenges are you
facing in creating and
sustaining culture of service
excellence? (for internal &
external customers)
• What would you like to gain
from this session?

6.
Levels of Employee Engagement
Non- Believers Change
Believers (Engaged) Agents
(Disengaged) (Fully Engaged)

7.
Basic Service vs. Excellent Service
SERVICE EXCELLENCE
• Competent • Passion
• Friendly • Empathy / Compassion
• Timely • Relationships / Engagement
• Listening • Anticipatory / Proactive
• Clear • Sense of Urgency
Communication
• Exceeding Expectations

8.
Creating & Sustaining a Culture of Excellence
The Three Dangers
That Impede the Achievement
of Service Excellence
Compromise Lack of Inconsistency
Accountability

9.
The Roadmap to Sustaining Service Excellence
Development
Leadership
Customer SERVICE Department
Accountability
Loyalty
EXCELLENCE
Work Environment
& Teamwork

10.
Creating & Sustaining a Culture of Excellence
THE ROLE OF LEADERSHIP…
• What is the definition of SERVICE EXCELLENCE?
• Is high CUSTOMER LOYALTY important to your organization? If
no, why? If yes, what is necessary for your organization to
achieve high Customer Loyalty?
• Is EMPLOYEE ENGAGEMENT linked to service excellence? If no,
why? If yes, what does it take to create fully engaged
employees?
• What is the PURPOSE of leadership in your organization?

11.
Customer Service vs. Service Excellence
CUSTOMER SERVICE SERVICE EXCELLENCE
Meeting Expectations Exceeding Expectations
Compliance with Needs Compliance and Anticipation
Meeting Standards Exceeding Standards
Warm & Friendly Accommodating & Flexible
Competent / Knowledgeable Subject Matter Expert
Focus on Function Focus on Purpose
Customer Satisfaction Customer Loyalty

12.
Customer Satisfaction vs. Loyalty
CUSTOMER
LOYALTY
Personalized Continuous
Service Improvement
CUSTOMER
SATISFACTION
Easy, Effective
Defect-Free Warm & Friendly
Problem Solution
Product/Service Staff
Process

13.
Employee Engagement & Driving Excellence
EMPLOYEE ENGAGEMENT
Curt Coffman
Service Excellence cannot be Employee Engagement Global Practice Leader
achieved without PEOPLE! They The Gallup Organization
must clearly understand:
“We’re running as an
• PURPOSE – What is my purpose?
economy at 30 percent
• ROLE – What is expected of me? efficiency”
• ACTIONS – What must I do?
Only 3 out of every 10 employees
• SYSTEMS – What processes are in
Only 30 out of every 100 employees
place to make me successful? ….are working at their highest potential

14.
Leadership Function vs. Purpose
LEADERSHIP FUNCTION LEADERSHIP PURPOSE
• Manage and oversee department or • Inspire, lead and motivate employees
division operations to achieve greater goals
• Operate within budget • Set the vision and mission for the
department or division
• Hire and manage employees
• Be a mentor, coach and role model
• Attend meetings
• Ensure the team is aligned around a
• Control costs and waste
common purpose
• Maintain and improve worker
• Provide direction, praise and
productivity
recognition for a job well done
• Handle internal/external conflict
• Develop the skill and talent of their
• Complete reports team
• Maintain safe work environment

15.
Creating & Sustaining a Culture of Excellence
Creating a Culture of
Your role as a Leader is to
ensure that your service
SERVICE EXCELLENCE
philosophy is:
has a Trickle Up Effect
– Known
Senior Leadership – Clearly Understood
– Relevant
Managers
– Aligned
Supervisors – Discussed
– Acted On
Employees
– Measured

16.
Creating & Sustaining a Culture of Excellence
THE SIX PRINCIPLES OF
SERVICE EXCELLENCE
Where are Your Gaps?

17.
The Six Principles of Service Excellence
Senior Leadership
Alignment & Accountability
Principle 2 Principle 3 Principle 4 Principle 5 Principle 6
Business Service Intervention & Organizational Measurement &
Objectives Standards Learning Alignment Leadership
Strategy Accountability
Principle 1
Vision and Mission Statement
The Six Principles of Service Excellence is a comprehensive approach to effectively
improving the work environment, employee performance and the service experience for
your customers all in one initiative.

18.
The Three Levels of Organizational Effectiveness
Vision/Mission Level I
Business Goals CREATES THE BASIS FOR
Service Standards THE CULTURE
Intervention & Level II
Learning Strategy CREATES THE BASIS FOR
SUSTAINABILITY
Organizational Alignment
Measurement &
Level III
CREATES THE BASIS FOR
Leadership Accountability CREDIBILITY

19.
The Six Principles of Service Excellence
Senior Leadership
Alignment & Accountability
Principle 2 Principle 3 Principle 4 Principle 5 Principle 6
Business Service Intervention & Organizational Measurement &
Objectives Standards Learning Alignment Leadership
Strategy Accountability
Principle 1
Vision and Mission Statement
Where are your Gaps?

20.
Principle 6: Measurement & Leadership Accountability
The 5 Steps to Employee Accountability
STEP 1 STEP 2
Strategy Clearly Define
Intelligence Involve Staff
STEP 5
Recognize & Coach
STEP 3 STEP 4
Integrate Measure

21.
The Three Levels of Organizational Effectiveness
Vision/Mission Level I
Business Goals CREATES THE BASIS FOR
THE CULTURE
Service Standards
Intervention & Level II
Learning Strategy CREATES THE BASIS FOR
SUSTAINABILITY
Organizational Alignment
Level III
Measurement & CREATES THE BASIS FOR
Leadership Accountability CREDIBILITY

22.
Creating & Sustaining a Culture of Excellence
Alignment
+
Consistency
+
EXCELLENCE = Accountability
(Utilization of the Six Principles)
+
Teamwork
Note:
Service Excellence +
cannot be achieved without
these five basic elements! Empowerment

23.
Applying What You Have Learned
Personal Commitment to Excellence
START STOP CONTINUE
• Balancing Function with • Assuming my actions and • Exemplifying the Service
PURPOSE behaviors don’t impact Philosophy of my
Service Excellence organization
• Holding my team
accountable for driving • Allowing compromise • Demonstrating the same
excellence level of service excellence
• Ignoring unacceptable with internal and external
• Responding to my behavior customers
customers (internal/
external) with a greater
sense of urgency

24.
Creating & Sustaining a Culture of Excellence
“The Greatest Danger for most
of us is not that we aim too high
and we miss it, but we aim too
low and reach it.”
--Michelangelo

25.
Creating & Sustaining a Culture of Excellence
Thank You!
For More Information Visit Our Website Today
www.psbydesign.com / Telephone (770) 860-0198