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Mark Abi Aad: Creating a culture of costumer service

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Lisbon 2016

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Mark Abi Aad: Creating a culture of costumer service

  1. 1. Eaquals International Conference, Lisbon, 21 – 23 April 2016 Creating a Culture of Customer Service www.eaquals.org
  2. 2. History of Eton Institute • Founded 10 years ago • 1 classroom Eaquals International Conference, Lisbon, 21 – 23 April 2016
  3. 3. Our EAQUALS Accredited Languages Eaquals International Conference, Lisbon, 21 – 23 April 2016
  4. 4. Ranked in the top 100 SMEs Eaquals International Conference, Lisbon, 21 – 23 April 2016 • Growth • Innovation • Human Capital Development • International Orientation • Corporate Social Responsibility
  5. 5. Start With Why Eaquals International Conference, Lisbon, 21 – 23 April 2016
  6. 6. Customer Service Eaquals International Conference, Lisbon, 21 – 23 April 2016
  7. 7. Wining the Client Wants Interests Needs Eaquals International Conference, Lisbon, 21 – 23 April 2016 WIN=
  8. 8. Humans are Helpful Eaquals International Conference, Lisbon, 21 – 23 April 2016
  9. 9. Values, Not Rules Netflix Vacation Policy: “There is no policy” Eaquals International Conference, Lisbon, 21 – 23 April 2016
  10. 10. The Oberoi Hotels Guest Mission Statement We are committed to meeting and exceeding the expectations of our guests through our unremitting dedication to every aspect of service. Eaquals International Conference, Lisbon, 21 – 23 April 2016
  11. 11. Customer Service – Things to Avoid • Focus on front line employees • Training specific skills or scripts • Pilot changes • Track traditional metrics Eaquals International Conference, Lisbon, 21 – 23 April 2016
  12. 12. But Wait… There’s More Eaquals International Conference, Lisbon, 21 – 23 April 2016
  13. 13. The Five Practices of Exemplary Leadership Eaquals International Conference, Lisbon, 21 – 23 April 2016
  14. 14. Inspiring a Shared Vision • Envision the future by imagining exciting and ennobling possibilities • Enlist others in a common vision by appealing to shared aspirations Eaquals International Conference, Lisbon, 21 – 23 April 2016
  15. 15. Inspiring a Shared Vision Eaquals International Conference, Lisbon, 21 – 23 April 2016 Service Freedom Decisiveness Flexibility Quality Curiosity Respect Beauty Competition Achievement Communication Autonomy Success Competence Effectiveness Growth Courage Productivity Power Health Variety Innovation Simplicity Honesty/ Integrity Love/ Affection Security Dependability Friendship Strength Loyalty Intelligence Spirituality/ Faith Family Hope Wisdom Trust Happiness Recognition Teamwork Empathy Challenge Risk taking Patience Creativity Truth Harmony Prosperity/ Wealth Independence Humour Equality Open-mindedness Discipline Diversity Flexibility

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