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1. Your Company Name
Service
Excellence

2. Service Excellence Outline
Service Excellence
Introduction
Six Principles of
Service Excellence
Service Excellence Step
by Step process
Service Excellence Key
Statistics
Six Pillars of
Service Excellence
Service Excellence
Framework
Tips for Service
Excellence
Service
Excellence Model
Service Excellence Internal and
External perspective
Roadmap towards Sales &
Service Excellence
Service Excellence Steps
Overview
Service Excellence Steps in
details analysis
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2

3. Excellent service is when the experiences are
surpassed and when customers feel that they have
received that little unexpected extra in the shape of extra
effort.
It also creates a system to recognize those who provide
excellent service.
Text Here
Service Excellence is aligning the quality of our
services and environment with the excellence of
our academic programs.
Text Here
Text Here
Service Excellence Introduction
3

4. Excellent Service is….
Customer
Perception
Customer
Expectation
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5. Service Excellence Key Statistics
5
Competitive Differentiation
% of organization see that customer service will
be the top source of competitive differentiation in
the next three years
50
Customer Importance
% of buyers would pay more for a better
customer experience76
Disconnected Systems
% of service agents are unable to efficiently
resolve customer issues due to disconnected
systems, archaic user interfaces, and multiple
applications.
42
Omni-Channel Availability
Only 10% of businesses can provide seamless
hand-off between channels. Others are unable to
support an omni-channel customer journey
10
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6. Service Excellence Step by Step Process
SERVICE
EXCELLENCE
PLEDGE
Coming Together
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Understand Your Business
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Stay in Touch
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Execute Your Requirement
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needs and capture your audience's
attention.Available 24x7
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Highest Quality
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Transparency
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6

7. Service Excellence Internal and External Perspective
External
Perspective
Internal
Perspective
Service
Excellence
Excellent
Service Quality
Excellent Work
Quality &
Environment
Customer
Delight
Employee
Engagement
Customer
Loyalty
Employee
Loyalty
Company
Results
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8. Six Principles of Service Excellence
Principles
Senior Leadership Alignment &
Accountability
2
BusinessObjective
1
Vision&Mission
Statement
Organizational
Alignment
5 6
Measurement&
Leadership
Accountable
Intervention&
LearningStrategy
43
ServiceStandards
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9. Service Excellence Framework
“Everything Speaks”
Pay attention to how
things look, sound and
feel with respect to the
physical environment
“Easy to do Business”
Examine significant
processes and focus on
the steps, from the
stakeholder’s viewpoint
“Create a WOW”
Exceed the
stakeholder’s
expectations through
your behaviors
Processes
Processes
Stakeholder
Look through the
“LENS OF THE
STAKEHOLDER” Service
Delivery
Service
Environment
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10. Six Pillars of Service Excellence
Pillars of Customer
Service Excellence
Action
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Interest
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Verbal
Language
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Body
Language
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Attitude
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Tone of
Voice
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11. Service Excellence Model
11
EstablishaCultureof
ServiceExcellence
Are we there yet?
How do we get there?
Communicate
Service Excellence
Measure Service
Excellence
Evaluate Service
Excellence Strategy
Build Capacity in
the Organisation
Where are we now?
Where do we want to be?
Assess the
Current State
Establish Service
Excellence Standard
Develop a Service
Excellence Strategy
Your Text Here
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12. Roadmap Towards Sales & Service Excellence
STRATEGISE
Key Service Thrust
SETTING
Service Standards
@ KRAs
TRACKING
Service Standards
DEVELOPING PEOPLE
Training & Coaching
ENHANCING
PROCESS
Process Innovation
& Enhancement
Leadership
Development
Mystery Shopping
(Organisation)
Mystery Shopping
(Competitors)
Customer
Satisfaction Survey
Customer
Perception Index
Sales & Service
Training
(Mindset & Skills)
Performance
Coaching
Data & Analysis
Training
Benchmarking
Visits
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13. Service Excellence Steps Overview
Educate
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Support
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Respect
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Inspire
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Support
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Validate
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Support
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14. Service Excellence Steps
• The main reason a client comes to a company is because they need support from experts to accomplish a goal.
• We create systems and roadmaps so our clients know what to expect and are informed about our service and
process.
• We also ensure that our clients know our team and who their point of contact is for questions, requests, and
comments.
Support
• Education is key to building a thriving relationship between service organizations and their clients.
• Client education can come in many shapes and sizes but some opportunities we rely on include our quarterly
magazine, weekly blog posts, monthly teleseminars, periodic webinars, annual summits or conferences.
Educate
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15. Service Excellence Steps
• Respect in business means just as much to the service provider as it does to the client.
• Building mutual trust and respect enables both parties to forge a strong bond and open dialogue to work toward a
mutually beneficial result
• Treating each client with consideration, care, and commitment shows how much you value their support
Respect
• Validation for a business is knowing that your clients are satisfied, that the work delivered was quality, and that
they ultimately made the right choice.
• By creating and maintaining confidence from your clients, you are reinforcing the values and services that were
sold to them
Validate
• Inspiration comes in many forms, but is always an underlying factor in the investment of a client, both in time and
finances.
• To build partnerships, an organization must offer insight, direction, advice, and solutions, all of which are rooted in
the client’s specific goals
Inspire
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16. Service Excellence Steps
16
• Some of the ways you can build community around your product or company is to enable your clients to
communicate with you and other clients.
• Some of the most exciting stories of experience come from one client sharing their successes with another; this
dialogue is priceless
• In order to cultivate your client base, commit to creating opportunities both in a live sense and online, that offer
interaction, sharing, and general dialogue
Cultivate
• One of the most critical steps to creating world-class customer service is to engage with your client base through a
variety of means.
• Initiating conversation is the base principle of engagement, but the sophisticated methods to open dialogue go
beyond phone calls and emails.
• Every opportunity you have to touch or connect with your clients enables you to show how much you value them,
and not just their business, but their support and feedback
Engage

17. Tips for Service Excellence
1
Be Confident, Polite and Friendly
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2
Always Make Direct Eye Contact With the Customer
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3
Look Smart
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4
Have a Good Telephone Manner
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5
Keep a Clear Record of Customer Requests
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17

18. Bar Chart
0
10
20
30
40
50
60
70
80
90
100
FY' 13 FY' 14 FY' 15 FY' 16 FY' 17 FY' 18
Sales in Percentage(%) Product 01 Product 02
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19. Scatter Bubble Chart
12
10
30
50
48
43
25
23
$0.00
$10.00
$20.00
$30.00
$40.00
$50.00
$60.00
0% 10% 20% 30% 40% 50%
5%
15%
20%
22%
32%
40%
46%
35%
Inprice
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Product 01
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Product 02
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20. Additional Chart
20

21. 21
Our Mission
Vision
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Mission
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Goal
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22. 22
Designation
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Name Here
Designation
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Name Here
OurTeam

23. 23
About us
Value Client
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Preferred by Many
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Target Audiences
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24. 24
It’s not just about
being better. It’s
about being
different. You need
to give people a
reason to choose
your business.
-Tom Abbott
Quotes

25. Financial
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Minimum
60%
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Medium
75%
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Maximum
85%
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26. Goal 01
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Goal 03Goal 02
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Our Goal
26

27. 27
Comparison
93%
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92%

28. 28
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4 Apr
2015
8 May
2016
6 Jun
2017
10 Jul
2018
18 Jan
2019
Timeline

29. 29
Mind Map
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30. Our Target
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31. Venn
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32. Thank You
Address:
# street number, city, state
Contact Numbers:
0123456789
Email Address:
emailaddress123@gmail.Com
32