IGL Customer Service Leadership

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IGL Customer Service Leadership

  1. 1. Customer Service Leadership‘Coach’ H. J. Bengochea B.Sc., M.B.A. Sandee Bengochea B.A., M.H.R.M coachbengo@gmail.com besandee@gmail.com
  2. 2. N&M Customer Service Philosophy
  3. 3. N&M Customer Service Philosophy Documented principles and standards which define the company’s proposed customer experience and identifies the organization’s commitment towards customer satisfaction.
  4. 4. N&M Customer Service Philosophy Documented principles and Commitment to customer satisfaction must be define the in standards which referenced the Company’s missioncustomer company’s proposed statement or experience and identifies the an quality policy and must form organization’s commitment towards integral part of the Company’s customer satisfaction. business strategy.
  5. 5. N&M Customer Service Philosophy Documented principles and Commitment to customer satisfaction must be define the in standards which referenced• Establish a Policy Statement or Service the Company’s missioncustomer company’s proposed statement Credo in which the organization pledges or experience and identifies the an quality policy and must form its service offering to its customers organization’s commitment towards integral part of the Company’s customer satisfaction. business strategy.
  6. 6. N&M Customer Service Philosophy Documented principles and Commitment to customer satisfaction must be define the in standards which referenced• Establish a motto Statement or Service Policy which exemplifies the the Company’s missioncustomer company’s proposed statement anticipatory service organization all Credo in which the provided by pledges or experience and identifies the an quality policy and must form employees.offering to its customers its service organization’s commitment towards integral part of the Company’s customer satisfaction. business strategy.
  7. 7. N&M Customer Service Philosophy• Establish an EmployeetoPromiseand Documented principles Commitment customer which defines principles and values to guide employees’mottowhich in the work in satisfaction must be define the standards interaction referenced the• Establish a Policy Statement or Service which exemplifies environmentservicemissioncustomer the Company’s company’s proposed the Company’s and outlines statement anticipatory Credo in which the organization all provided by pledges commitment policyto itsmust form an or experience and identifies of all quality to the and being the employees.offering its service well customers employees. part of the Company’s organization’s commitment towards integral customer satisfaction. business strategy.
  8. 8. N&M Customer Service Philosophy• Establish an EmployeetoPromiseand• definesDocumented principles which Establish basic Steps of Service Commitment values to guide which principles and customer define behaviors and be define the in attitudes that employees’mottowhich in the work the satisfaction must standards interaction referenced• Establish a Policyproposed customer to which exemplifies Statementin order exhibit or Service employees need tomission statement the Company’s company’s environment and outlines the Company’s anticipatory service organization all Credo an which the provided by pledges in exceptional customer createexperience and identifies the an commitment policyto itsmust form or quality to the and being of all employees.offering its service well customers experience. part of the Company’s organization’s commitment towards integral employees. customer satisfaction. business strategy.
  9. 9. N&M Customer Service Philosophy• Establish an StandardstoPromiseandfor Establish Employee of Success• definesDocumented principles which Establish basic Steps of Service Commitment values to guide customer which principles and the organization as every department and define behaviors and be define the in attitudes that employees’mottowhichguidelines to the satisfaction must in the work standards interaction referenced• aenvironment andtomissioncustomer to Establishwhich provide exemplifies whole a need which in order employees Policy Statementstatement the Company’s exhibit or Service company’s proposed the Company’s outlines employee which the organization all to anticipatory service provided by pledges Credo an on how theycustomer in exceptional are expected createexperience and identifies the an commitment policyto employees and the or quality to the and must form well customers treat with customers, its employees.offering its service being of all experience. part of the Company’s organization’s commitment towards integral employees. order to be successful within Company in customer satisfaction. business strategy. the organization.
  10. 10. N&M Customer Service Philosophy• Establish an StandardstoPromiseandfor Establish Employee of Success• definesDocumented principles which Establish basic Steps of Service Commitment values to guide customer which principles and the organization as• aemployees’mottoto exhibit inor Service every department communicating and of and referenced Define behaviors and be in the work in define standards which define the method must attitudes that satisfaction interaction guidelines to the• embedding Policyproposed customer to Establishwhich provide exemplifies whole a need Statement order which employees the above principles and the Company’s mission statement company’s environment and outlines the Company’s employee whichall employees. by all to standards with the andare expected anticipatory service organization pledges Credo an on how theycustomer in exceptionalprovided createexperience and identifies the an commitment policyto employees and the or quality to the wellmust form being of all treat with customers, its customers employees.offering its service experience. part of the Company’s organization’s commitment towards integral employees. order to be successful within Company in customer satisfaction. business strategy. the organization.
  11. 11. Importance of Customer Service• Value received• Loyalty given
  12. 12. Importance of Customer Service• Value received• Loyalty given
  13. 13. Importance of Customer Service• Value received• Loyalty given
  14. 14. What is the Essential Question?
  15. 15. What is the Essential Question? How to achieve?
  16. 16. What is the Essential Question? How to achieve? ✓+ve Customer Experience ✓Service Agility ✓Customer Delight
  17. 17. What is the Essential Question? How to achieve?✓+ve Customer Experience✓Service Agility✓Customer Delight
  18. 18. What is the Essential Question? How to achieve?✓+ve Customer Experience✓Service Agility✓Customer Delight
  19. 19. 4 platforms for achieving service excellence are
  20. 20. 4 platforms for achieving service excellence are Service Agility
  21. 21. 4 platforms for achieving service excellence are Service Agility +ve Customer Experience
  22. 22. 4 platforms for achieving service excellence are Service Agility +ve Customer Experience Service Leadership
  23. 23. 4 platforms for achieving service excellence are Service AgilityCustomer Delight +ve Customer Experience Service Leadership
  24. 24. 4 platforms for achieving service excellence are Service AgilityCustomer Delight +ve Customer Experience Service Leadership
  25. 25. +ve Customer Experience✓Touchpoint✓Partnership✓People Development
  26. 26. +ve Customer Experiencethe sum total of the interactions that a customer haswith an organisations products, services, people andprocesses ✓Touchpoint ✓Partnership ✓People Development
  27. 27. +ve Customer Experiencethe sum total of the interactions that a customer haswith an organisations products, services, people andprocesses ✓Touchpoint ✓Partnership ✓People Development
  28. 28. Service Agility
  29. 29. Service Agilitythe responsiveness of the organisation to the changingbusiness environment and customer needs
  30. 30. Service Agilitythe responsiveness of the organisation to the changingbusiness environment and customer needs
  31. 31. Customer Delight ... The highest level of satisfaction
  32. 32. Customer Delight ... The highest level of satisfaction✓Positive surprise arising fromextremely good servicedelivery or product performanceExceeding customerexpectations
  33. 33. Customer Delight ... The highest level of satisfaction✓Positive surprise arising fromextremely good servicedelivery or product performanceExceeding customerexpectations
  34. 34. The domains of customer satisfaction
  35. 35. The domains of customer satisfaction ✓Quality
  36. 36. The domains of customer satisfaction ✓Quality ✓Value
  37. 37. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness
  38. 38. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency
  39. 39. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access
  40. 40. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment
  41. 41. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors
  42. 42. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors ✓Inter-departmental Teamwork
  43. 43. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors ✓Inter-departmental Teamwork ✓Commitment to the Customer
  44. 44. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors ✓Inter-departmental Teamwork ✓Commitment to the Customer ✓Innovation
  45. 45. The domains of customer satisfaction ✓Quality ✓Value ✓Timeliness ✓Efficiency ✓Ease of Access ✓Environment ✓Front Line Service Behaviors ✓Inter-departmental Teamwork ✓Commitment to the Customer ✓Innovation
  46. 46. Customer Expectations✓ Accuracy✓ Availability✓ Partnership✓ Advice
  47. 47. Customer Service is an Attitude
  48. 48. Customer Service is an Attitude
  49. 49. Customer Service is an Attitude • a predisposition to a person, thing, place or experience
  50. 50. Emotional Intelligence
  51. 51. Emotional Intelligence
  52. 52. Critical Thinking
  53. 53. Critical Thinking
  54. 54. Traits of an Effective Customer Service Practitioner• Willingness to serve• Attitude• Emotional Intelligence• Critical Thinking skills
  55. 55. Customer Relationship Management
  56. 56. Customer Relationship Management✓Visitors✓Leads✓Customers✓Advocates
  57. 57. Service Standards• Description of Service• Service Pledges• Targets• Costs• Complaints
  58. 58. Service Standards• Description of Service• Service Pledges• Targets• Costs• Complaints
  59. 59. Service Standards
  60. 60. Service Standards• Service standards are a potential means to customer satisfaction, not an end in themselves
  61. 61. Service Standards• Service standards are a potential means to customer satisfaction, not an end in themselves• Service standards should target those service features that are most important to customers
  62. 62. Service Standards• Service standards are a potential means to customer satisfaction, not an end in themselves• Service standards should target those service features that are most important to customers• Levels of service need to be customer driven,
  63. 63. Service Standards• Service standards are a potential means to customer satisfaction, not an end in themselves• Service standards should target those service features that are most important to customers• Levels of service need to be customer driven,• Customer expectations need to be reviewed regularly, they change
  64. 64. Service Standards• Service standards are a potential means to customer satisfaction, not an end in themselves• Service standards should target those service features that are most important to customers• Levels of service need to be customer driven,• Customer expectations need to be reviewed regularly, they change• Communicating service standards to customers can have positive and negative consequences
  65. 65. Service Standards• Service standards are a potential means to customer satisfaction, not an end in themselves• Service standards should target those service features that are most important to customers• Levels of service need to be customer driven,• Customer expectations need to be reviewed regularly, they change• Communicating service standards to customers can have positive and negative consequences• Service standards must be supported by performance measurements and continuous improvement systems.
  66. 66. Steps of Customer Service• Credo• Motto• Greeting to Farewell
  67. 67. Brand Building through Customer Service• Identity• Image• Essence• Personality
  68. 68. Brand Building through Customer Service• Identity• Image• Essence• Personality
  69. 69. Supervising your Team in implementing your Company’s Customer Service Philosophy
  70. 70. Supervising your Team in implementing your Company’s Customer Service Philosophy
  71. 71. Supervising your Team in implementing your Company’s Customer Service Philosophy✓Select
  72. 72. Supervising your Team in implementing your Company’s Customer Service Philosophy✓Select✓Train
  73. 73. Supervising your Team in implementing your Company’s Customer Service Philosophy✓Select✓Train✓Direct
  74. 74. Supervising your Team in implementing your Company’s Customer Service Philosophy✓Select✓Train✓Direct✓Coordinate
  75. 75. Supervising your Team in implementing your Company’s Customer Service Philosophy✓Select✓Train✓Direct✓Coordinate✓Monitor
  76. 76. Managing CustomerService Performance
  77. 77. Managing CustomerService Performance
  78. 78. Managing Customer Service Performance✓ Cost & value obtained
  79. 79. Managing Customer Service Performance✓ Cost & value obtained✓Customer satisfaction Performance &
  80. 80. Managing Customer Service Performance✓ Cost & value obtained✓Customer satisfaction Performance &✓added value delivery improvement &
  81. 81. Managing Customer Service Performance✓ Cost & value obtained✓Customer satisfaction Performance &✓added value delivery improvement &✓ delivery capability
  82. 82. Managing Customer Service Performance✓ Cost & value obtained✓Customer satisfaction Performance &✓added value delivery improvement &✓ delivery capability✓ benefits realised
  83. 83. Managing Customer Service Performance✓ Cost & value obtained✓Customer satisfaction Performance &✓added value delivery improvement &✓ delivery capability✓ benefits realised✓and responsiveness relationship strength
  84. 84. Selecting & Hiring for Customer Service
  85. 85. Selecting & Hiring for Customer Service✓ Problem solving
  86. 86. Selecting & Hiring for Customer Service✓ Problem solving✓ Assertiveness
  87. 87. Selecting & Hiring for Customer Service✓ Problem solving✓ Assertiveness✓ Helpfulness
  88. 88. Selecting & Hiring for Customer Service✓ Problem solving✓ Assertiveness✓ Helpfulness✓ Confidence
  89. 89. Selecting & Hiring for Customer Service✓ Problem solving✓ Assertiveness✓ Helpfulness✓ Confidence✓ Diligence
  90. 90. Selecting & Hiring for Customer Service✓ Problem solving✓ Assertiveness✓ Helpfulness✓ Confidence✓ Diligence✓ Empathy
  91. 91. Selecting & Hiring for Customer Service✓ Problem solving✓ Assertiveness✓ Helpfulness✓ Confidence✓ Diligence✓ Empathy✓ Sociability
  92. 92. Motivating Customer Service Teams
  93. 93. Motivating Customer Service Teams
  94. 94. Motivating Customer Service Teams • Provide ongoing learning
  95. 95. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude
  96. 96. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward
  97. 97. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward • Show appreciation
  98. 98. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward • Show appreciation • Support outstanding customer service
  99. 99. Motivating Customer Service Teams • Provide ongoing learning • Adjust the attitude • Reward • Show appreciation • Support outstanding customer service • Keep high standards

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