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How Outstanding Organizations Consistently Deliver Excellent Service

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  • QBQ – Coke story – Rock Bottom café in Minneapolis.
  • When is the last time you were really wowed with great customer service? Tiffany’s Chic-Fil-A (Morgan) Forest Dental
  • divine, unconditional, self-sacrificing, active, volitional, and thoughtful love
  • Two days of training, just on how to be a lady or gentleman. Front line employees authorized to spend $2K, managers $5K.
  • What tools do you have/need? When have you felt empowered? Do you know what is expected of you? Do you know what good service looks like for your job? (Customer Service Standards.)
  • Forest Dental
  • The goal is for everyone to make the customer happy, regardless of role, position or department. Vital Friends – who do you trust? Why? What’s one challenge you’ve faced this week or this month or this year? What’s one success?
  • Select Squared

    1. 1. By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations consistently deliver excellent service
    2. 2. From EXCEL to Select 2 <ul><li>S S </li></ul><ul><li>E E </li></ul><ul><li>L L </li></ul><ul><li>E E </li></ul><ul><li>C C </li></ul><ul><li>T T </li></ul>
    3. 3. The Heart of Service <ul><li>S _______________ S _______________ </li></ul>
    4. 4. A Firm Foundation <ul><li>Servant vs. Slave </li></ul><ul><li>Who comes to mind? </li></ul><ul><li>What characteristics do they have? </li></ul>Photo by Never Was an Arrow II
    5. 5. May I get you something to drink? <ul><li>Rock Bottom Café – Jacob </li></ul><ul><li>Personal responsibility </li></ul><ul><li>Positive </li></ul>
    6. 6. The WOW Factor <ul><li>E _______________ E _______________ </li></ul>
    7. 7. Customer Focus <ul><li>Who are they? </li></ul><ul><li>What do they want? </li></ul><ul><li>Are you sure? </li></ul><ul><li>ABA </li></ul>
    8. 8. From “Service Excellence” <ul><li>“ If you can’t take care </li></ul><ul><li>of a customer’s basic problem, </li></ul><ul><li>at least try to take care </li></ul><ul><li>of the mess it caused.” </li></ul><ul><li>“ If you do enough things right, </li></ul><ul><li>the customer is very forgiving </li></ul><ul><li>of the things you do wrong.” </li></ul><ul><li>“ Service excellence doesn’t require as much emotional energy as service mediocrity.” </li></ul><ul><li>“ Doing an excellent job is a lot more satisfying </li></ul><ul><li>than doing a mediocre job.” </li></ul>
    9. 9. Tina Turner <ul><li>What’s Love Got to Do With It? </li></ul><ul><li>L _______________ L _______________ </li></ul>
    10. 10. Where are the leaders? <ul><li>Authority vs. Power </li></ul><ul><li>A picture is worth… </li></ul><ul><li>Agape </li></ul><ul><li>Encouragement </li></ul><ul><li>Accountability </li></ul><ul><li>Who believes in you? </li></ul>
    11. 11. Puttin’ On the Ritz <ul><li>E _______________ E _______________ </li></ul>
    12. 12. Doing it Well <ul><li>Know what’s expected </li></ul><ul><li>Have the right tools </li></ul><ul><li>Have the freedom to do what’s necessary </li></ul>Photo by SD Dirk
    13. 13. For the Thinkers <ul><li>C _______________ C _______________ </li></ul>
    14. 14. EQN <ul><li>What are the processes? </li></ul><ul><li>Are they customer focused? </li></ul><ul><li>Are they consistent? </li></ul>
    15. 15. Who’s Got Your Back? <ul><li>T _______________ T _______________ </li></ul>Photo by Bogdan Morar
    16. 16. Calling All Sports Fans <ul><li>No silos </li></ul><ul><li>Laughter </li></ul><ul><li>Communication </li></ul><ul><li>Vital Friends </li></ul><ul><li>Guess who? </li></ul>
    17. 17. City Slickers
    18. 18. Additional Resources <ul><li>Lip Service by Hal Becker </li></ul><ul><li>QBQ by John G. Miller </li></ul><ul><li>The Servant by James Hunter </li></ul><ul><li>Service Excellence by Price Pritchett </li></ul><ul><li> </li></ul><ul><li>Vital Friends by Tom Rath </li></ul>
    19. 19. <ul><li>Cheryl Smith, IOM </li></ul><ul><li>President </li></ul><ul><li>Cheryl at culturesmithconsulting dot com </li></ul><ul><li> </li></ul>