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In Search of Customer Excellence by Derek Hendrikz


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In search of customer excellence by Derek Hendrikz. Covers customer service, service excellence, customer relationship management, CRM and general client service.

Published in: Leadership & Management
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In Search of Customer Excellence by Derek Hendrikz

  1. 1. Copyright © 2015 Derek Hendrikz Consulting
  2. 2. Service Excellence vs. Customer Service Things have Changed!
  3. 3. Service Excellence is the contextual science of understanding why customers want things – and then giving them what they want , where they want it, when they want it, how they want it, on the double!
  4. 4.
  5. 5. How to get rid of your customers – Six fool proof ways! 1. Internal Focus 2. Perception of Security 3. Rewarding Incompetence 4. Rewarding Complication 5. No reason for providing Customer Delight 6. Giving employees Authority without Power
  6. 6. Service Excellence- Lessons from the Wild It’s all about PURPOSE
  7. 7. Introducing the Nanotech Customer
  8. 8. What the Future Customer Wants!  Customization  Speed  Reliability  Convenience  Affordability
  9. 9. Fortune 500 - Secrets of Service Excellence 1. Focus all energy on results. 2. Empower frontline staff to produce results. 3. Reward results and 4. Implement Service Excellence though small decisions, made consistently
  10. 10. Service Excellence You must make the difference
  11. 11. Thank you for attending this presentation