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The Human Side of Service

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Consistently great customer service requires the right mix of People, process and technology.

This presentation will address the People factor; the Human Side of Customer Service, through 3 key areas:

1. The business case for service
2. Customer-centric DNA
3. The Employers' Golden Rule

Published in: Business, Education
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The Human Side of Service

  1. 1. The Human Side of Service<br />Going beyond the technology to deliver a great customer experience.<br />JL Watson Consulting<br />Know Your Customers. Grow Your Business.<br />
  2. 2.
  3. 3. What is the “Human Side?”<br />
  4. 4. It’s human-to-human engagement.<br />Extremely low-tech.<br />And Extremely powerful.<br />
  5. 5. Agenda<br />The Business Case for the Human Side<br />Customer-Centric DNA <br />The Employer’s Golden Rule<br />Q/A<br />
  6. 6. Agenda<br />The Business Case for the Human Side<br />Customer-Centric DNA <br />The Employer’s Golden Rule<br />Q/A<br />
  7. 7. HCL Technologies<br />Founded: 1991<br />Headquarters: India<br />Employees: 85,000<br />Industry: IT Services<br />Revenue: $2.7B<br />
  8. 8. The Business Case for the Human SideHCL Technologies<br />
  9. 9. The Business Case for the Human SideZappo’s<br />Founded: 1999<br />Headquarters: Las Vegas<br />Employees: 1,500+<br />Industry: Retail<br />Revenue: $1.2 B<br />
  10. 10. $1.6 Million to $1.2 Billion in<br />9 Years.<br />
  11. 11. Jet Blue Airways<br />Founded: 1999<br />Headquarters: New York City<br />Employees: 38,000<br />Industry: Air Travel<br />Revenue: $3.8 Billion<br />“Bringing humanity back to air travel.”<br />
  12. 12. What is “Jetitude”?<br />Victoria Stennes<br />Vice President – Inflight Experience<br /><ul><li>Be in Blue always
  13. 13. Be personal
  14. 14. Be the answer
  15. 15. Be engaging
  16. 16. Be thankful to every customer</li></li></ul><li>Agenda<br />The Business Case for the Human Side<br />Customer-Centric DNA - <br />The Employer’s Golden Rule<br />Q/A<br />
  17. 17. Agenda<br />The Business Case for the Human Side<br />Customer-Centric DNA <br />The Employer’s Golden Rule<br />Q/A<br />
  18. 18. What makes these companies so “Customer-Centric?”<br />
  19. 19. The people that work there are different.<br />
  20. 20. The Customer-Centric Gene.<br />Sugar Phosphate Backbone<br />Adenine<br />Customer Centric<br />Thyamine<br />Guayanine<br />
  21. 21.
  22. 22. Are you born with it, or can you acquire it?<br />
  23. 23. 5 Steps to make employees more customer centric<br />Create the Culture<br />Customer-Centric Job Descriptions<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />
  24. 24. 5 Steps to make employees more customer centric<br />Create the Culture<br />Build the Job around the Customer<br />Hire the Right People.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />
  25. 25. “I'm a big believer in culture, especially in a service business, and what we're creating is a culture based on what I like to say are the two things my mommy taught me: Treat other people like you'd like to be treated, and never tell a lie.”<br /> - Jeff Smizek, CEO<br />
  26. 26. What’s “Culture?”<br />"The set of shared attitudes, values, goals, and practices that characterizes a company."<br />
  27. 27. Employees’ values align with company values.<br />
  28. 28. Alignment to organizational values.<br />Need photo<br />
  29. 29. Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />5 Steps to make employees more customer centric<br />
  30. 30. Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />5 Steps to make employees more customer centric<br />
  31. 31. Build the Job around the Customer<br />Add graphics and stats to demonstrate the job descriptions that are centered around the customer (use examples from Best Buy, and contrast to the Bose example.<br />
  32. 32. Build the Job around the Customer<br />“executing sales of company products”<br />“managing overall sales performance”<br />Add graphics and stats to demonstrate the job descriptions that are centered around the customer (use examples from Best Buy, and contrast to the Bose example.<br />“provide a differentiated experience for customers”<br />“deliver sales performance to established targets.”<br />“influence the customer’s buying decision”<br />
  33. 33. Build the Job around the Customer<br />Add graphics and stats to demonstrate the job descriptions that are centered around the customer (use examples from Best Buy, and contrast to the Bose example.<br />
  34. 34. Build the Job around the Customer<br />Add graphics and stats to demonstrate the job descriptions that are centered around the customer (use examples from Best Buy, and contrast to the Bose example.<br />“new ways to delight our customers”<br />“shift our focus from product-centric to Customer-Centric”<br />“solutions that meet our customers’ needs”<br />“profitability through positive customer interactions”<br />
  35. 35. Re-write job descriptions to be more customer-focused.<br />
  36. 36. Initiatives that Cultivate the Customer-Centric Gene<br />Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />
  37. 37. Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />5 Steps to make employees more customer centric<br />
  38. 38. “Hire for personality; train for skills.”<br /> - Jim Pilarski, Sr. VP HR, Marriott/Ritz-Carlton<br />
  39. 39. “Look outside of your industry.”<br />- Hal Rosenbluth, Rosenbluth Travel<br />
  40. 40. Prior Job:<br />Special Education Teacher<br />New Job:<br />New Customer Trainer, Technology Tools<br />Personality Traits:<br /><ul><li>Patience
  41. 41. Nurturing
  42. 42. Ability to communicate complex concepts in understandable terms.</li></li></ul><li>Prior Job:<br />Pediatrics Nurse<br />New Job:<br />HR Business Partner<br />Personality Traits:<br /><ul><li>Empathy
  43. 43. Listening
  44. 44. Nurturing</li></li></ul><li>“Look outside of your industry.”<br />- Hal Rosenbluth, Rosenbluth Travel<br />
  45. 45.
  46. 46. Hire passionate people.<br />
  47. 47. Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />5 Steps to make employees more customer centric<br />
  48. 48. Initiatives that Cultivate the Customer-Centric Gene<br />Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />
  49. 49. Customer-Centric On Boarding<br />Add graphics and stats to demonstrate the OB processes that are centered around the customer (use examples from Triad Systems, others..<br />
  50. 50. Customer-Centric On Boarding<br />Add graphics and stats to demonstrate the OB processes that are centered around the customer (use examples from Triad Systems, others..<br />
  51. 51. Customer-Centric On Boarding<br />Add graphics and stats to demonstrate the OB processes that are centered around the customer (use examples from Triad Systems, others..<br />
  52. 52.
  53. 53. Introduce new employees to your customers.<br />
  54. 54. Initiatives that Cultivate the Customer-Centric Gene<br />Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />
  55. 55. Initiatives that Cultivate the Customer-Centric Gene<br />Create the Culture<br />Build the Job around the Customer<br />Hire the right people.<br />Customer-Centric Onboarding<br />Nurture & Daily Delivery<br />
  56. 56. Daily Nurture and Growth<br />Add graphics and stats to demonstrate the nurture tactics (Ritz Lineup – CC Huddles, etc..<br />Daily Lineups.<br />All customer-facing employees.<br />10 minutes.<br />
  57. 57. The Customer-Centric Gene.<br />
  58. 58. Agenda<br />The Business Case for the Human Side<br />Customer-Centric DNA <br />The Employer’s Golden Rule<br />Q/A<br />
  59. 59. Agenda<br />The Financial Case for Humanity<br />Customer-Centric DNA - <br />The Employer’s Golden Rule<br />Q/A<br />
  60. 60. “Do as you would be done by.”<br />“Do unto your others as you would have them do unto you.”<br />“Treat your employees the way you’d like them to treat your customers.”<br />
  61. 61. “Treat your employees the way you’d like them to treat your customers.”<br />
  62. 62. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employees’ needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  63. 63. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  64. 64. R-E-S-P-E-C-T<br />"People stay at SAS in large part because they are happy, but to dig a little deeper, I would argue that people don’t leave SAS because they feel regarded -- seen, attended to and cared for. I have stayed for that reason, and love what I do for that reason."<br />
  65. 65. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  66. 66. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  67. 67.
  68. 68. HCL Smart Service Desk Team<br />25 – 30,000 Tickets each Month<br />98% Resolved within 24 Hours.<br />
  69. 69. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  70. 70.
  71. 71.
  72. 72. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  73. 73. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  74. 74. Transparency through Open Books and Open Doors<br />
  75. 75. 4 Points to the Golden Rule<br />Treat employees with respect.<br />Respond to employee’s needs.<br />Empower your employees.<br />Earn employee trust through transparency.<br />
  76. 76. Agenda<br />The Financial Case for Humanity<br />Customer-Centric DNA - <br />The Employer’s Golden Rule<br />Q/A<br />
  77. 77. Questions?<br />
  78. 78. “Consumers are statistics. Customers are people.”- Stanley Marcus<br />
  79. 79. Questions? Comments? Feedback?<br />Contact Jim Watson at:<br />jlwatson@jlwatsonconsulting.com<br />207.741.9047<br />www.jlwatsonconsulting.com<br />Thank you.<br />

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