By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations consistently deliver excellent service

From EXCEL to Select 2 S S E E L L E E C C T T

S S

E E

L L

E E

C C

T T

The Heart of Service S _______________ S _______________

S _______________ S _______________

A Firm Foundation Servant vs. Slave Who comes to mind? What characteristics do they have? Photo by Never Was an Arrow II

Servant vs. Slave

Who comes to mind?

What characteristics do they have?

May I get you something to drink? Rock Bottom Café – Jacob Personal responsibility Positive

Rock Bottom Café – Jacob

Personal responsibility

Positive

The WOW Factor E _______________ E _______________

E _______________ E _______________

Customer Focus Who are they? What do they want? Are you sure? ABA

Who are they?

What do they want?

Are you sure?

ABA

From “Service Excellence” “ If you can’t take care of a customer’s basic problem, at least try to take care of the mess it caused.” “ If you do enough things right, the customer is very forgiving of the things you do wrong.” “ Service excellence doesn’t require as much emotional energy as service mediocrity.” “ Doing an excellent job is a lot more satisfying than doing a mediocre job.”

“ If you can’t take care

of a customer’s basic problem,

at least try to take care

of the mess it caused.”

“ If you do enough things right,

the customer is very forgiving

of the things you do wrong.”

“ Service excellence doesn’t require as much emotional energy as service mediocrity.”

“ Doing an excellent job is a lot more satisfying

than doing a mediocre job.”

Tina Turner What’s Love Got to Do With It? L _______________ L _______________

What’s Love Got to Do With It?

L _______________ L _______________

Where are the leaders? Authority vs. Power A picture is worth… Agape Encouragement Accountability Who believes in you?

Authority vs. Power

A picture is worth…

Agape

Encouragement

Accountability

Who believes in you?

Puttin’ On the Ritz E _______________ E _______________

E _______________ E _______________

Doing it Well Know what’s expected Have the right tools Have the freedom to do what’s necessary Photo by SD Dirk

Know what’s expected

Have the right tools

Have the freedom to do what’s necessary

For the Thinkers C _______________ C _______________

C _______________ C _______________

EQN What are the processes? Are they customer focused? Are they consistent?

What are the processes?

Are they customer focused?

Are they consistent?

Who’s Got Your Back? T _______________ T _______________ Photo by Bogdan Morar

T _______________ T _______________

Calling All Sports Fans No silos Laughter Communication Vital Friends Guess who?

No silos

Laughter

Communication

Vital Friends

Guess who?

City Slickers

Additional Resources Lip Service by Hal Becker QBQ by John G. Miller The Servant by James Hunter Service Excellence by Price Pritchett www.SimpleTruths.com Vital Friends by Tom Rath

Lip Service by Hal Becker

QBQ by John G. Miller

The Servant by James Hunter

Service Excellence by Price Pritchett

www.SimpleTruths.com

Vital Friends by Tom Rath

Cheryl Smith, IOM President Cheryl at culturesmithconsulting dot com www.culturesmithconsulting.com

Cheryl Smith, IOM

President

Cheryl at culturesmithconsulting dot com

www.culturesmithconsulting.com