Creating A Customer Service Culture

Creating a Customer Service Culture
Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag!

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Customers are Revolting...Enough is enough!

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Why We Give Bad Service …
We don’t understand the purpose of being in business
We don’t understand customers
We don’t understand what business we’re in
You aren’t in the coffee business serving people.
You’re in the people business
serving coffee.
Howard Schultz, Starbucks

The first step

Toward great SERVICE is
WILLINGNESS

You can create GREAT service if you want to – but you have to WANT TO.
However, you have to give up your excuses first.
Ask yourselves this question: Why aren’t we giving it all we’ve got?
Decide to put some OOMPH into your
ordinary!

Start with the Right People

They have to love people
They must be active
They must be willing to serve
They must be outgoing
They must have non-discriminatory attitudes about other people

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You can’t teach someone to smile,
You can’t teach someone to want to serve,
You can’t teach someone personality.
What we can do, however, is hire people who have those qualities and we can then teach them about our products and teach them our culture.

Customer-keeping vision

Nothing does more to transform a company than clear vision.
Remember how Ray Kroc, founder of McDonald’s, animated the whole organisation with the simple vision:“Quality, Service, Cleanliness, Value”

SevenEssential Behaviours

Create a customer-keeping vision;
Saturate your company with the voice of the customer;
Go to school on the winners;
Liberate your customer champions;
Smash the barriers to customer winning performance;
Measure, measure, measure;
Walk the talk.
Whiteley

OHT 10a
Guidelines for Action

Invest in customer relationships;
Communicate a consistent intent to form co-operative relationships with customers, but be flexible in actions;
Respect customers as people;
Trust customers so that they trust you;
Ask for and use the ideas and assistance of customers;
Be open to influence so customers are open;
Express genuine warmth and caring for
customers
Tjosvold (1993)

Pitfalls to Avoid

Believe that employees can establish relationships by themselves;
Search for one right plan of action good for all situations & customers;
Prove employees have power & are always right;
Assume customers are always right & employees always wrong;
Keep an interpersonal distance from customers.
Tjosvold (1993).

3 Principles of Leadership

Foster a service oriented culture;
Make customer service everybody’s business;
Declare war on bureaucracy.
Davidow & Uttal

Making customer service everybody’s business

Unless every employee assumes
responsibility for customers’ experience, service dies.
Davidow & Uttal

Sales & Service Delivery Policies & Procedures

Do you have written Standards?
Do all employees understand them?
Are they clear on what the standards of quality are?
How are they monitored?
Are they clearly related to customers’ satisfaction?
How are they implemented?
Is this effective and is there a measure
in place to check this on a continuing
basis?

5 Golden Rules

Listen with understanding;
Ask questions;
Apologise for the inconvenience;
Take fair and just corrective action;
Remain courteous.

Delegating Work

Can the staff member do the task required?
Is the person in agreement with the direction and purpose of the task?
Is there time for him or her to complete the task?
Is this a task the manager should really complete?

Positive feedback

ALWAYS
be GENEROUS
with PRAISE!

Customer Service
Culture

Inspires Stories
Uses Outside-the-Box-Thinking
Is a Choice
Starts with a Clear Vision
Requires that Everyone Catch the Vision
Surprises People
Begins with Anyone
Goes the Extra Mile
Brings Customers Back
Comes from the Heart

Given a choice
Between a smiling person and one who is frowning, who would you approach?

One of Australia’s leading retailing experts, Debra Templar just hates bad customer service and stupid business practices. So… she’s on a mission to change them – one slideshow, presentation, book, or training session at a time:
"I don't just want to improve how we do business for the customer’s sake but also that we, as business owners, sell more stuff, make lots more profit, and love our businesses back to life!“
E: debra@thetemplargroup.com.auMobile: 0417 532383Skype: debra.templar
Linked In: www.linkedin.com/in/DebraTemplar
www.thetemplargroup.com.au
www.twitter.com/DebraTemplar
Pic Credits: http://www.istockphoto.com

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Creating A Customer Service Culture

by Debra Templar on Nov 09, 2009

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Creating A Customer Service Culture — Presentation Transcript