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1. Service
Management
Your Company Name

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

3. Service Excellence
Introduction
Service Excellence is aligning the
quality of our services and environment with the
excellence of our academic programs.
Your Text Here
Your Text Here
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.
Your Text Here
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4. Excellent Service is….
Customer Perception
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Customer Expectation
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4

5. 10%
Omni-Channel Availability
Only 10% of businesses can provide
seamless hand-off between
channels. Others are unable to
support an omni-channel customer
journey
50%
Competitive Differentiation
% of organization see that customer
service will be the top source of
competitive differentiation in the next
three years
42%
Disconnected Systems
% of service agents are unable to efficiently
resolve customer issues due to
disconnected systems, archaic user
interfaces, and multiple applications.
Customer Importance
% of buyers would pay more
for a better customer
experience
76%Service Excellence
Key Statistics
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6. Service Excellence Step by Step process
SERVICE
EXCELLENCE
PLEDGE
Transparency
Coming
Together Understand
your Business
Stay in
Touch
Execute your
Requirement
Available
24x7
Highest
Quality
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6

7. Service Excellence Internal and External Perspective
External
Perspective
Excellent
Service
Quality
Customer
Delight
Customer
Loyalty
Internal
Perspective
Excellent Work
Quality &
Environment
Employee
Engagement
Employee
Loyalty
Service Excellence Company
Results
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7

8. Six Principles of
Service Excellence
Senior Leadership Alignment
& Accountability
01 02 03 04 05 06
Vision&Mission
Statement
Business
Objective
Service
Standards
Intervention&
LearningStrategy
Organizational
Alignment
Measurement&
Leadership
Accountable
Principles
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8

9. Service Excellence Framework
Stakeholder
Look through the
“LENS OF THE
STAKEHOLDER”
Service
Delivery
Service
Environment
“Everything Speaks”
Pay attention to how things
look, sound and feel with
respect to the physical
environment
“Create a WOW”
Exceed the stakeholder’s
expectations through your
behaviors
“Easy to do Business”
Examine significant processes
and focus on the steps, from
the stakeholder’s viewpoint
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9
Processes

10. Six Pillars of Service Excellence
Action
Interest
VerbalLanguage
BodyLanguage
Attitude
ToneofVoice
Pillars of Customer Service
Excellence
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10

11. Are we there yet?
How do we get there?
Communicate Service Excellence
Service Excellence Strategy
Measure Service Excellence
Build Capacity in the Organisation
Where are we now?
Where do we want to be?
Assess the Current State
Develop a Service Excellence Strategy
Establish Service Excellence Standard
Text Here
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Service
Excellence Model
11

12. Roadmap Towards Sales & Service Excellence
STRATEGISE
Key Service
Thrust
SETTING
Service Standards @
KRAs
TRACKING
Service
Standards
DEVELOPING
PEOPLE
Training & Coaching
ENHANCING
PROCESS
Customer
Satisfaction
Survey
Mystery Shopping
(Competitors)
Leadership
Development
Process Innovation
& Enhancement
Customer
Perception Index
Sales & Service
Training
(Mindset & Skills)
Data & Analysis
Training
Performance
Coaching
Benchmarking Visits
Mystery
Shopping
(Organisation)
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13. Service
Excellence
Steps
Overview
Support
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Inspire
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Support
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Validate
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Respect
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Educate
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Support
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14. 14
▪ 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
Service
Excellence Steps

15. 15
▪ 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
▪ 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
▪ 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
Service
Excellence Steps
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16. 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
Service
Excellence Steps

17. Tips for Service Excellence
01
Be confident, polite and friendly
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02
Always make direct eye contact with the customer
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03
Look smart
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04
Have a good telephone manner
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05
Keep a clear record of customer requests
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18. Service Management Icons Slides
18
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19. Additional Slides
19

20. 20
Our Team
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Anita Parker
Web Designer
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John Smith
Web Designer
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Tom Mike
Web Designer

21. 21
Our Mission
Vision
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Mission
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Goal
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22. 22
Our Goal
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Target Audiences
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Success
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Awareness

23. 23
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Target Audiences
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Preferred by Many
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Values Client
About us

24. 24
Platinum
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Gold
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Silver
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Bronze
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Financial

25. 60%
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Sales By Male
Male
40%
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Sales By Female
Female
vs
Comparison
25

26. Timeline
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2015
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2018
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2017
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2016
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27. Target 01
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Target 02
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Target 03
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Target 04
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Our Target

28. Venn
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01
02 03
04
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29. Circular
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01
02
03
04
05
06
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30. Mind Map
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31. Area Chart
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Product01
Product02
Product03
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100%
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05-01-2018 06-01-2018 07-01-2018 08-01-2018 09-01-2018
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High
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Volume High
Low Case Chart
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.
Product01
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33. Address:
# street number, city, state
Email Address:
emailaddress123@gmail.com
Contact Numbers:
0123456789
THANK
YOU
33