CUSTOMER SERVICE & ORGANISATIONAL BEHAVIOUR

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Talk given by Kevin Robson, author of Service-Ability at the Financial Services Forum
Tuesday 12 March 2013
Robert Walters, 11 Slingsby Place, St Martin's Courtyard, London, WC2E 9AB

Customer satisfaction lies at the centre of marketing strategy. Yet delivering customer service is also about management and organisational behaviour, ensuring that the whole company, through the unique behaviours of individuals, consistently delivers what the organisation is seeking to achieve.

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CUSTOMER SERVICE & ORGANISATIONAL BEHAVIOUR

  1. 1. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage CUSTOMER SERVICE & ORGANISATIONAL BEHAVIOUR Tuesday 12 March 2013 Robert Walters, 11 Slingsby Place, St Martins Courtyard, London, WC2E 9AB KEVIN ROBSON DipM MBA FCIM Author: ‘Service-Ability: Create a Customer Centric Culture and Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  2. 2. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  3. 3. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  4. 4. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage 79% of GDP is services of one kind or anotherkevin@service-ability.com http://service-ability.com @service_ability
  5. 5. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage Manufacturing 30% more efficient than 1980skevin@service-ability.com http://service-ability.com @service_ability
  6. 6. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage £53Bn contribution to the Exchequer 6% of all corporation tax receiptskevin@service-ability.com http://service-ability.com @service_ability
  7. 7. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  8. 8. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  9. 9. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  10. 10. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  11. 11. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  12. 12. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  13. 13. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  14. 14. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  15. 15. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  16. 16. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  17. 17. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage "I considered him easily my best customer; he was easily my favourite. He trusted me, I think, even though we had known each other for only four months. And here I was selling him something I probably would not touch with a barge pole if there hadnt been such glory in it for me. I knew it was awful. But I feel much worse about it now than I did at the time. After thinking it over for maybe a minute, he bought $86 million dollars of Olympia and Yorks."kevin@service-ability.com http://service-ability.com @service_ability
  18. 18. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage “We don’t offer bonuses, but the size of your desk will be adjusted quarterly”kevin@service-ability.com http://service-ability.com @service_ability
  19. 19. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  20. 20. Service-Ability Create a Customer Centric Culture & Achieve Competitive AdvantageTrust in your leaders. This is vertical trust and it derivesfrom the senior management exercising leadership that istrustworthy, supporting, facilitating and encouraging of theindividual’s efforts: backing decisions made by employeeswho operate with initiative in customers’ interests.Trust in your co-workers (colleagues) . This ishorizontal trust across the organization between co-workers, acting in a collegiate way: co-operating, respectingand supporting one another; working together in a commonbond of purpose: involved with one another and focusingon things that need doing rather than on things to beavoided. Doing the right thing rather than doing things rightaccording to the rules; and always acting in customers’interestsPride in the job: the desire to do things properly and well.This is the result of the personal self-confidence that comesfrom an employee being well fitted to the job by intelligentrecruitment, being appropriately motivated and personallydeveloped through training and meaningful, ongoingsupport to achieve a high degree of professionalism.Belief in the cause by the employee: in the mission,vision and, above all, the values of the organization as wellas the value to the customer of the product or service beingdelivered, that leads to engagement with the organizationand the customer.kevin@service-ability.com http://service-ability.com @service_ability
  21. 21. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantagekevin@service-ability.com http://service-ability.com @service_ability
  22. 22. Service-Ability Create a Customer Centric Culture & Achieve Competitive Advantage“Everyone with customers needs to read this!” Dave Carroll, author of United Breaks Guitars’"... timely, thoughtful and important” Sir Ian Gibson, Chairman Morrison PLC“... essential for managers & marketerswhatever their industry sector” Anne Godfrey, CEO, The Chartered Institute of Marketing"... right on the button!” John Timpson, Chairman, Timpson Ltd. Thank you! http://service-ability.com kevin@service-ability.comkevin@service-ability.com http://service-ability.com @service_ability

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