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MGIA Customer Service


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Slides from the MGIA Customer Service workshop by John Spence

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MGIA Customer Service

  1. 1. Creating Consistently Superior Customer Service
  2. 2. A few good quotes… <ul><li>“ We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks </li></ul><ul><li>“ We took our eye off the ball and it damn near put us out of business. We forgot that the customer pays ALL the bills. We are here to serve them, help them, support them. Not keeping that at the front of our minds almost cost us everything.” Lou Gerstner, CEO - IBM </li></ul><ul><li>“ The very future of our company hinges on our ability to understand and serve our customers better than any other firm. It is all about customer service, the products are actually secondary.” Jeff Immelt, CEO – GE </li></ul><ul><li>“ The only critic whose opinion counts, is the customer” – Mark Twain </li></ul>
  3. 3. The Five Levels of Customer Service <ul><li>I don’t really care </li></ul><ul><li>Why try harder </li></ul><ul><li>Good enough is good enough </li></ul><ul><li>That’s nice </li></ul><ul><li>Holy crap – you guys are awesome!!!!! </li></ul>
  4. 4. ( T + C + ECF ) x DE= Success
  5. 5. A Culture of Innovation Continuous Incremental Improvements Collaboration High-Performance Teams
  6. 6. Kaizen
  7. 7. Why you need to be a “Master of Collaboration” <ul><li>You cannot succeed alone. </li></ul><ul><li>You need a team of the brightest people you can possibly find to help you. </li></ul><ul><li>You need that team to work extremely well together. </li></ul><ul><li>You need that team to support you with enthusiasm, respect and trust. </li></ul><ul><li>But don’t take my word for it… </li></ul>
  8. 8. Anne Mulcahy CEO of Xerox and the third most powerful woman in the world! <ul><li>Build a network of great relationships with people who want to see you succeed. </li></ul><ul><li>You don’t have all of the answers, so ask for help and advice from the smartest people you can find. </li></ul><ul><li>Learn to be a learner. </li></ul><ul><li>Listen intently to the people you serve… your employees and your customers. </li></ul>Some really great advice…
  9. 9. High-Performance Teamwork
  10. 10. John Spence High-Performance Team Model <ul><li>D </li></ul><ul><li>M </li></ul><ul><li>C </li></ul><ul><li>C </li></ul><ul><li>M </li></ul><ul><li>D </li></ul>irection – vivid, clear, inspiring --- shared easurements – specific, observable, focused ompetence – very good at what they do ommunication – open, honest, courageous utual Accountability – all team members iscipline – do this every day
  11. 11. Charlie Trotter’s <ul><li>Hire for Desire </li></ul><ul><li>Teamwork: NP </li></ul><ul><li>Communication </li></ul><ul><li>Highest Standards </li></ul><ul><li>Innovation </li></ul><ul><li>Truly Delight Customers </li></ul>
  12. 12. Fundamental Customer Expectations <ul><li>Reliability: The ability to provide what was promised, on time, dependably and accurately. ( Honesty ) </li></ul><ul><li>Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. ( Competence ) </li></ul><ul><li>Empathy: The degree of caring and individual attention provided to customers. ( Concern ) </li></ul><ul><li>Responsiveness : The willingness to help customers and provide prompt service. ( Attitude ) </li></ul><ul><li>Tangibles: The physical facilities, equipment, and appearance of the personnel. ( Professionalism ) </li></ul>
  13. 13. How the best get better… 6 key factors
  14. 14. They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. Own the VOC 1. Extreme Customer Focus
  15. 15. Voice of the Customer: Workshop
  16. 16. They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization. . 2. Shared Customer Service Credo
  17. 17. 3. MOT: Process = Repeatable success <ul><li>They create systems, processes and protocols to ensure that service delivery is flawless… without stifling the creativity and initiative of their employees. </li></ul>
  18. 18. Moments of Truth: Workshop
  19. 19. They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance. 4. Clear Standards + Accountability
  20. 20. They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers to build very high levels of TRUST 5. Customer Focused Employees
  21. 21. The 4 Cs of TRUST Competence Respect Distrust Affection TRUST HIGH LOW LOW HIGH Concern
  22. 22. “ I am good at what I do… and I do it because I care about you.” Consistently Communicate that you are Competent and you Care
  23. 23. They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers. Deal decisively with mediocrity 6. Reward and Celebrate Success…
  24. 24. The Rule of 3 <ul><li>Wow – breakthrough teams commit to a clear and specific standard of world-class performance. </li></ul><ul><li>No Surprises – all team members are accountable for openness and honest debate, and each knows what to expect from the others. </li></ul><ul><li>Cheer – team members support, recognize, appreciate and cheer each other and the group to victory </li></ul>From: The Orange Revolution by Gostick and Elton
  25. 25. Understanding the Customer-driven Company <ul><li>Create a customer-focused Vision </li></ul><ul><li>Flood the organization with VOC </li></ul><ul><li>Become an expert on delivering superior customer service </li></ul><ul><li>Turn your employees into customer service champions </li></ul><ul><li>Destroy any barriers to superior service performance </li></ul><ul><li>Measure, measure, measure </li></ul><ul><li>Walk the talk </li></ul>
  26. 27. T HANK Y OU If you have any questions at all please do not hesitate to send a note or call. My email address is: My twitter address is: @awesomelysimple Also, you might find value in the ideas I share in my blog. You can sign up for it at: Lastly, these slides have already been uploaded to: