This document discusses creating and sustaining a culture of service excellence. It covers the six principles of service excellence, which include having a clear vision and mission, aligning business objectives with customer service standards, implementing learning strategies for employees, ensuring organizational alignment, and using measurement and accountability. The six principles create three levels of organizational effectiveness by establishing the basis for culture, sustainability, and credibility. Leadership plays a key role in aligning the organization and holding employees accountable to deliver service excellence.
Service Excellence PowerPoint Presentation Slides SlideTeam
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Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
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Service Excellence PowerPoint Presentation Slides SlideTeam
Keep your audience glued to their seats with this professionally designed service excellence PPT slides. You can represent your customer service programs by including our service excellence PPT visuals in your business presentations. You can save your valuable time, money by representing your important business aspects with our service excellence Presentation slideshow. Our service excellence PowerPoint template explains the significance of customer service programs which are important in every business industry. Being more customer-focused and providing service excellence is becoming a significant advantage and performance differentiator for both, private and public organizations. It helps businesses to win clients in an extremely competitive environment nowadays and it facilitates cost saving. Loyal customers provide positive endorsements and online reviews that can help businesses strengthen their brand. A loyal customer on average is 10 times more valuable than their first purchase. Common and simply click on this exceptionally designed service excellence presentation deck and impress your team. Drastically change circumstances for the better with our Service Excellence PowerPoint Presentation Slides. Convert angry to happy.
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does.
Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule – You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.
In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.
LEARNING OBJECTIVES:
1. To instill in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships
CONTENTS:
1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers
This training powerpoint includes exercises for individual and group discussions and role plays.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
Service excellence is about taking an integrated approach to business that puts the customer at the center of everything it does.
Service excellence is underscored by a compelling business philosophy that promotes the establishment of long term, mutually trusting and profitable relationships with customers.
The aim of this training is to develop a sense of customer intimacy, and explored the ways in which organizations build their knowledge and understanding of their customers’ needs and expectations, and how customers perceive the performance of the organizations
Going the extra mile is about going above and beyond and getting more than you thought you were paying for or expecting.
Golden Rule – You only have one chance to make a first impression!
Looking for customized in-house training sessions that fit your needs, particularly in the Philippines? Please send me an email at clarencegapostol@gmail.com or WhatsApp +971507678124. When your request is received I will follow up with you as soon as possible.Thank you!
Customer service is about how a company deals with its consumers before, during and after a purchase or use of a service. It is a series of activities designed to enhance the level of customer satisfaction - that is, the feeling that a product or service has met the customer expectation. A combination of knowledge, attitude, techniques and skills are essential for the customer service professional to provide a holistic and quality customer experience.
In this training powerpoint, you can educate and train employees to deliver professional customer service to external paying customers as well as internal customers.
LEARNING OBJECTIVES:
1. To instill in customer service professionals the importance of providing excellent customer service
2. To equip customer service professionals with effective techniques and skills to provide excellent service
3. To manage and handle customer interactions and relationships
CONTENTS:
1. Introduction to Customer Service
2. Key Elements of Customer Service
3. Effective Techniques and Skills
4. Dealing with Different Types of Customers
This training powerpoint includes exercises for individual and group discussions and role plays.
Excellence in Customer Service: The forgotten marketing strategy - MaRS Best ...MaRS Discovery District
With company and brand reputations more transparent than ever, the importance of managing your company's customer service has never been more crucial.
Learn ways to identify the channels that can have the most dramatic effect on your company’s reputation. Find out how to build a solid strategy for customer service that will fuel growth.
The Customer Service Workout: Ten Essential Skills for Frontline Employees
This presentation focuses on ten skills frontline employees can practice to improve their interactions with customers. From using effective service language to staying calm when things go wrong, these basic questions and suggestions can be incorporated into any organization looking for some quick wins in its delivery of exceptional customer service.
The script that accompanies this program can be found at http://www.businesstrainingworks.com/main-menu/customer-service-training-program.
For more information about onsite customer service training and for free training resources, visit us online at www.businesstrainingworks.com.
Butuh Training Service Excellence? Hubungi Lia 0817 0844 840. Training kami sudah dibuktikan PT HM Sampoerna, Carrefour, Bank Permata. Terbukti yang terbaik. http://gofaztrack.com
Presentasi Service Excellent adalah bagaimana memberikan materi presentasi yang terarah dan terstruktur dalam menciptakan serta memberikan pelayanan yang baik. Dengan pelayanan yang baik untuk memenuhi kebutuhan pelanggan Anda merupakan suatu bentuk investasi yang sangat berharga untuk tim dan organisasi Anda.
The Role of Leadership in Driving Excellencetheojamison
This presentation outlines what impedes organizations from achieving excellence, and leadership\'s role in creating and sustaining a culture of excellence.
Culture of quality workshop - Qualsys Training WorkshopQualsys Ltd
Establish and nurture a culture of quality within your organisation with this quality culture training.
More tools and resources at https://quality.eqms.co.uk/culture-of-quality-toolkit
The slides contain:
- How to sustain a culture of quality
- Culture of quality and continuous improvement
- Culture of quality vision statement
I promoted people to management who never supervised before and they ran into challenges. Debora worked with our employees to assist them with their leadership roles.
How do you operationalize a culture and strengthen employee trust? Gelb's experience mapping frameworks can be used to effectively examine the holistic employee experience and create advocates out of your teams!
In today's business world, developing an effective onboarding strategy has big impact on the success of organizations.
In this presentation, Interactive Services CLO, Matt Plass and co-presenter Bryce Tache, Manager of Enterprise Learning at Iron Mountain focus on how to develop onboarding programs that lay the foundation for talent and leadership development.
An organization lays the foundation for great leadership when:
1. Individual contributors understand the culture and expectations of their new workplace
2. Managers see themselves as leaders
3. Future leaders begin their journey on day one
Developing your Employee Engagement Strategy for Business Success: Part 1People Lab
Employee Engagement is a term used in organisations around the world, but how do you actually do it? In this presentation, People Lab's Director Emma Bridger looks at the key components of the concept, helping you to understand how you can create successful, sustainable engagement.
2. Creating & Sustaining a Culture of Excellence
THEO GILBERT-JAMISON
• Chief Executive Officer of Performance Solutions by Design,
a consulting firm headquartered in Atlanta, Georgia that
helps organizations across all industries create and sustain a
culture of service excellence.
• Author of the popular leadership book The Six Principles of
Service Excellence (published in 2005), and co-author of The
Leadership Book of Numbers (published in 2008 & 2012).
• Prior to launching Performance Solutions by Design in 2003, Theo was Vice President of
Training & Organizational Effectiveness with The Ritz-Carlton Hotel Company where
she enjoyed a successful 17 year career.
• Key contributor, instrumental in implementing and sustaining quality processes and
systems companywide that led to The Ritz-Carlton Hotel Company’s unprecedented
Malcolm Baldrige National Quality Awards in 1992 and 1999.
• Works closely with diverse leadership groups and organizations, ranging from
automotive, legal and financial services, to education, hospitality, healthcare, and retail.
3. Opening Quote
The customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it.
He is not an outsider of our business. He is part of it.
We are not doing him a favor by serving him.
He is doing us a favor by giving us the opportunity to do so.
--Mahatma Gandhi
4. Creating & Sustaining a Culture of Excellence
WHAT WE WILL COVER
• The Foundation for Creating
& Sustaining a Culture of
Service Excellence
• The Six Principles of Service
Excellence Overview
• Creating an Action Plan to
Drive Excellence
5. Creating & Sustaining a Culture of Excellence
OPENING QUESTIONS
• What challenges are you
facing in creating and
sustaining culture of service
excellence? (for internal &
external customers)
• What would you like to gain
from this session?
7. Basic Service vs. Excellent Service
SERVICE EXCELLENCE
• Competent • Passion
• Friendly • Empathy / Compassion
• Timely • Relationships / Engagement
• Listening • Anticipatory / Proactive
• Clear • Sense of Urgency
Communication
• Exceeding Expectations
8. Creating & Sustaining a Culture of Excellence
The Three Dangers
That Impede the Achievement
of Service Excellence
Compromise Lack of Inconsistency
Accountability
9. The Roadmap to Sustaining Service Excellence
Development
Leadership
Customer SERVICE Department
Accountability
Loyalty
EXCELLENCE
Work Environment
& Teamwork
10. Creating & Sustaining a Culture of Excellence
THE ROLE OF LEADERSHIP…
• What is the definition of SERVICE EXCELLENCE?
• Is high CUSTOMER LOYALTY important to your organization? If
no, why? If yes, what is necessary for your organization to
achieve high Customer Loyalty?
• Is EMPLOYEE ENGAGEMENT linked to service excellence? If no,
why? If yes, what does it take to create fully engaged
employees?
• What is the PURPOSE of leadership in your organization?
11. Customer Service vs. Service Excellence
CUSTOMER SERVICE SERVICE EXCELLENCE
Meeting Expectations Exceeding Expectations
Compliance with Needs Compliance and Anticipation
Meeting Standards Exceeding Standards
Warm & Friendly Accommodating & Flexible
Competent / Knowledgeable Subject Matter Expert
Focus on Function Focus on Purpose
Customer Satisfaction Customer Loyalty
12. Customer Satisfaction vs. Loyalty
CUSTOMER
LOYALTY
Personalized Continuous
Service Improvement
CUSTOMER
SATISFACTION
Easy, Effective
Defect-Free Warm & Friendly
Problem Solution
Product/Service Staff
Process
13. Employee Engagement & Driving Excellence
EMPLOYEE ENGAGEMENT
Curt Coffman
Service Excellence cannot be Employee Engagement Global Practice Leader
achieved without PEOPLE! They The Gallup Organization
must clearly understand:
“We’re running as an
• PURPOSE – What is my purpose?
economy at 30 percent
• ROLE – What is expected of me? efficiency”
• ACTIONS – What must I do?
Only 3 out of every 10 employees
• SYSTEMS – What processes are in
Only 30 out of every 100 employees
place to make me successful? ….are working at their highest potential
14. Leadership Function vs. Purpose
LEADERSHIP FUNCTION LEADERSHIP PURPOSE
• Manage and oversee department or • Inspire, lead and motivate employees
division operations to achieve greater goals
• Operate within budget • Set the vision and mission for the
department or division
• Hire and manage employees
• Be a mentor, coach and role model
• Attend meetings
• Ensure the team is aligned around a
• Control costs and waste
common purpose
• Maintain and improve worker
• Provide direction, praise and
productivity
recognition for a job well done
• Handle internal/external conflict
• Develop the skill and talent of their
• Complete reports team
• Maintain safe work environment
15. Creating & Sustaining a Culture of Excellence
Creating a Culture of
Your role as a Leader is to
ensure that your service
SERVICE EXCELLENCE
philosophy is:
has a Trickle Up Effect
– Known
Senior Leadership – Clearly Understood
– Relevant
Managers
– Aligned
Supervisors – Discussed
– Acted On
Employees
– Measured
16. Creating & Sustaining a Culture of Excellence
THE SIX PRINCIPLES OF
SERVICE EXCELLENCE
Where are Your Gaps?
17. The Six Principles of Service Excellence
Senior Leadership
Alignment & Accountability
Principle 2 Principle 3 Principle 4 Principle 5 Principle 6
Business Service Intervention & Organizational Measurement &
Objectives Standards Learning Alignment Leadership
Strategy Accountability
Principle 1
Vision and Mission Statement
The Six Principles of Service Excellence is a comprehensive approach to effectively
improving the work environment, employee performance and the service experience for
your customers all in one initiative.
18. The Three Levels of Organizational Effectiveness
Vision/Mission Level I
Business Goals CREATES THE BASIS FOR
Service Standards THE CULTURE
Intervention & Level II
Learning Strategy CREATES THE BASIS FOR
SUSTAINABILITY
Organizational Alignment
Measurement &
Level III
CREATES THE BASIS FOR
Leadership Accountability CREDIBILITY
19. The Six Principles of Service Excellence
Senior Leadership
Alignment & Accountability
Principle 2 Principle 3 Principle 4 Principle 5 Principle 6
Business Service Intervention & Organizational Measurement &
Objectives Standards Learning Alignment Leadership
Strategy Accountability
Principle 1
Vision and Mission Statement
Where are your Gaps?
21. The Three Levels of Organizational Effectiveness
Vision/Mission Level I
Business Goals CREATES THE BASIS FOR
THE CULTURE
Service Standards
Intervention & Level II
Learning Strategy CREATES THE BASIS FOR
SUSTAINABILITY
Organizational Alignment
Level III
Measurement & CREATES THE BASIS FOR
Leadership Accountability CREDIBILITY
22. Creating & Sustaining a Culture of Excellence
Alignment
+
Consistency
+
EXCELLENCE = Accountability
(Utilization of the Six Principles)
+
Teamwork
Note:
Service Excellence +
cannot be achieved without
these five basic elements! Empowerment
23. Applying What You Have Learned
Personal Commitment to Excellence
START STOP CONTINUE
• Balancing Function with • Assuming my actions and • Exemplifying the Service
PURPOSE behaviors don’t impact Philosophy of my
Service Excellence organization
• Holding my team
accountable for driving • Allowing compromise • Demonstrating the same
excellence level of service excellence
• Ignoring unacceptable with internal and external
• Responding to my behavior customers
customers (internal/
external) with a greater
sense of urgency
24. Creating & Sustaining a Culture of Excellence
“The Greatest Danger for most
of us is not that we aim too high
and we miss it, but we aim too
low and reach it.”
--Michelangelo
25. Creating & Sustaining a Culture of Excellence
Thank You!
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