Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

In Search of Customer Excellence by Derek Hendrikz

527 views

Published on

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
  • Be the first to comment

  • Be the first to like this

In Search of Customer Excellence by Derek Hendrikz

  1. 1. Copyright © 2015 Derek Hendrikz Consulting www.derekhendrikz.com
  2. 2. Service Excellence vs. Customer Service Things have Changed! www.derekhendrikz.com
  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! www.derekhendrikz.com
  4. 4. www.derekhendrikz.com
  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 www.derekhendrikz.com
  6. 6. Service Excellence- Lessons from the Wild It’s all about PURPOSE www.derekhendrikz.com
  7. 7. Introducing the Nanotech Customer www.derekhendrikz.com
  8. 8. What the Future Customer Wants!  Customization  Speed  Reliability  Convenience  Affordability www.derekhendrikz.com
  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 www.derekhendrikz.com
  10. 10. Service Excellence You must make the difference www.derekhendrikz.com
  11. 11. Thank you for attending this presentation www.derekhendrikz.com

×