The Art Of Service Mindset Final

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Are you service minded? Do you know how to give other good service?
Do you think it’s important?
I’m sure they think...would you like to give something to other people...then give them good service!

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The Art Of Service Mindset Final

  1. 1. Tetra Pak Technical ServiceService The art of giving Tetra Pak customers a high quality service experience Based on the article: Defining Customer Service:the Customer’s Perception is our Reality / William Orilio, MHS / September 2004 Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  2. 2. Tetra Pak Technical ServiceYou might not be able todefine service, but youknow it when you find it,and so do our customers. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  3. 3. Tetra Pak Technical ServiceService is an elusiveconcept that is extremelydifficult to measure andevaluate. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  4. 4. Tetra Pak Technical ServiceIn today’s competitivemarketplace service is themost important thing acompany has to sell.It truly makes thedifference when twobusinesses offeressentially the sameproduct. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  5. 5. Tetra Pak Technical Service“Moments of truth”We create one every timewe come in contact with acustomer and we make agood impression or a badone for the organizationwe represent.This sets the tone for therest of the customer’sexperience… Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  6. 6. Tetra Pak Technical ServiceIf you consider the effectthat one person can haveon the entire customerexperience, and multiplythat by a dozen or moreemployees, you can seethat the moments of truthhave increasedexponentially. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  7. 7. Tetra Pak Technical ServiceCustomer service isdifficult to explain, anddifficult to understand.The people who know itbest are customers,because they are the oneswho know what theywant. And because theyare the ones who knowwhat they want, it is ourcustomers we should belistening to. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  8. 8. Tetra Pak Technical ServiceA demanding customer isnot a bad customer.When you make aproposal to a demandingcustomer, and he or sheends up going to anothersupplier they’ll bedisappointed if the servicethey get isn’t equal to whatyou have created. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  9. 9. Tetra Pak Technical ServiceTo understand the truthabout service you have torealize that customerservice has to always bedefined from thecustomer’s perspective.In fact, you need toremember that thecustomer’s perception isour reality. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  10. 10. Tetra Pak Technical ServiceWe all know thatsuccessful service is not aone-time event; you haveto work hard at it.It is only as good as yourlatest encounter. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  11. 11. Tetra Pak Technical ServiceThe importance ofcustomer service is foreverclear: even the mostperfect product isn’t goodwhen service is poor,because poor serviceleaves a bad taste in yourmouth. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  12. 12. Tetra Pak Technical ServiceExecutives around theworld recognize service asthe most important tool acompany can use todifferentiate itself fromthe competition.Therefore, they alsorealize that the mostimportant people in anycompany are those whoprovide service. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  13. 13. Tetra Pak Technical ServicePeople working withcustomers might tell you,“I already know all that.”That’s great, but it doesn’tmatter if they know whatto do; it matters if they dowhat they know. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  14. 14. Tetra Pak Technical Service“You never get a secondchance to make a firstimpression.”The first thirty secondssets the tone for eachexperience.The most important firststep for anyone workingwith customers is creatinga bond of trust andcredibility. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  15. 15. Tetra Pak Technical ServiceIf it’s true that almosteverything you becomeand accomplish in yourlife happens with andthrough other people,then the ability to createrapport with other peopleis the most important skillyou can learn. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  16. 16. Tetra Pak Technical ServiceYou can’t sell somethingyou don’t know anythingabout, and you won’tsuggest something if youdon’t know anythingabout it.Closing a sale is actually atransfer of enthusiasm. Itis hard to be enthusiasticabout something you don’tknow anything about andyou can only sellsomething to the degreethat you believe in it. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  17. 17. Tetra Pak Technical ServiceIt is important toremember that in everyservice opportunity thereis a sales opportunity, andin every sales opportunitythere is a serviceopportunity. You can have the bestproduct in the world, butif you don’t sell it, you stillhave it. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  18. 18. Tetra Pak Technical ServiceI’ll come back and remindyou of this basic premise:“It’s not knowing what todo that matters, but doingwhat you know thatmatters”. Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  19. 19. Tetra Pak Technical ServiceCaring is the golden key.You have to care that yourcustomers get the bestservice and the best value! Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen
  20. 20. Tetra Pak Technical Service Tetra PakTechnical Service Selected text from an article byWilliam F. Orilio, MHS Peter Berthagen

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