Focus ing on the Fundamentals of Service Excellence
A few good quotes… <ul><li>“ We are not in the coffee business serving people… we are in the people business serving coffe...
T +  C  x  ECF  = Success
A Culture of Innovation Continuous Incremental Improvements High-Performance Teamwork FDA
Kaizen
High-Performance Teamwork
Focus Discipline   Action
VERY  High  Expectations  MOT VOC
Extreme Customer Focus
Moments of Truth
Voice of the Customer
Fundamental Customer Expectations <ul><li>Reliability:  The ability to provide what was promised, on time, dependably and ...
The Five Levels of Customer Service <ul><li>I don’t really care </li></ul><ul><li>Why try harder </li></ul><ul><li>Good en...
How do the Best Companies Deliver Superior Customer Service? <ul><li>From a study of more than 3,000 companies — narrowed ...
They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting ...
They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure ...
They establish concrete standards of service quality and regularly measure themselves against those standards, guarding ag...
They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the servi...
They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular cele...
Understanding the Customer-driven Company <ul><li>Create a customer-focused Vision </li></ul><ul><li>Flood the organizatio...
Charlie Trotter’s <ul><li>Hire for Desire </li></ul><ul><li>Teamwork: NP </li></ul><ul><li>Communication  </li></ul><ul><l...
Workshop 1 – 10  <ul><li>Extreme Customer Focus </li></ul><ul><li>Shared Customer Service Credo </li></ul><ul><li>Clear St...
 
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Customer Service Mayo - Media Support

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Customer Service Mayo - Media Support

  1. 1. Focus ing on the Fundamentals of Service Excellence
  2. 2. A few good quotes… <ul><li>“ We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks </li></ul><ul><li>“ We took our eye off the ball and it damn near put us out of business. We forgot that the customer pays ALL the bills. We are here to serve them, help them, support them. Not keeping that at the front of our minds almost cost us everything.” Lou Gerstner, CEO - IBM </li></ul><ul><li>“ The very future of our company hinges on our ability to understand and serve our customers better than any other firm. It is all about customer service, the products are actually secondary.” Jeff Immelt, CEO – GE </li></ul><ul><li>“ The only critic whose opinion counts, is the customer” – Mark Twain </li></ul>
  3. 3. T + C x ECF = Success
  4. 4. A Culture of Innovation Continuous Incremental Improvements High-Performance Teamwork FDA
  5. 5. Kaizen
  6. 6. High-Performance Teamwork
  7. 7. Focus Discipline Action
  8. 8. VERY High Expectations MOT VOC
  9. 9. Extreme Customer Focus
  10. 10. Moments of Truth
  11. 11. Voice of the Customer
  12. 12. Fundamental Customer Expectations <ul><li>Reliability: The ability to provide what was promised, on time, dependably and accurately. ( Honesty ) </li></ul><ul><li>Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. ( Competence ) </li></ul><ul><li>Empathy: The degree of caring and individual attention provided to customers. ( Concern ) </li></ul><ul><li>Responsiveness : The willingness to help customers and provide prompt service. ( Attitude ) </li></ul><ul><li>Tangibles: The physical facilities, equipment, and appearance of the personnel. ( Professionalism ) </li></ul>
  13. 13. The Five Levels of Customer Service <ul><li>I don’t really care </li></ul><ul><li>Why try harder </li></ul><ul><li>Good enough is good enough </li></ul><ul><li>That’s nice </li></ul><ul><li>Holy shit – you guys are awesome!!!!! </li></ul>
  14. 14. How do the Best Companies Deliver Superior Customer Service? <ul><li>From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the top five factors that were the fundament tactics used to build and manage extraordinary levels of customer satisfaction and loyalty. </li></ul>
  15. 15. They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. (VOC) Extreme Customer Focus
  16. 16. They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization. . Shared Customer Service Credo
  17. 17. They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance. Clear Standards + Accountability
  18. 18. They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization. Customer Focused Employees
  19. 19. They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers. Deal decisively with mediocrity Reward and Celebrate Success…
  20. 20. Understanding the Customer-driven Company <ul><li>Create a customer-focused Vision </li></ul><ul><li>Flood the organization with VOC </li></ul><ul><li>Become an expert on delivering superior customer service </li></ul><ul><li>Turn your employees into customer service champions </li></ul><ul><li>Destroy any barriers to superior service performance </li></ul><ul><li>Measure, measure, measure </li></ul><ul><li>Walk the talk </li></ul>
  21. 21. Charlie Trotter’s <ul><li>Hire for Desire </li></ul><ul><li>Teamwork: NP </li></ul><ul><li>Communication </li></ul><ul><li>Highest Standards </li></ul><ul><li>Innovation </li></ul><ul><li>Truly Delight Customers </li></ul>
  22. 22. Workshop 1 – 10 <ul><li>Extreme Customer Focus </li></ul><ul><li>Shared Customer Service Credo </li></ul><ul><li>Clear Standards and Measures </li></ul><ul><li>100% Accountability </li></ul><ul><li>Customer Focused Employees </li></ul><ul><li>Celebrate Success </li></ul><ul><li>Deal Decisively with Mediocrity </li></ul>

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