The document outlines strategies for achieving customer service excellence, emphasizing the importance of consistent communication, employee engagement, and understanding customer needs. It introduces a service excellence pyramid and a model that highlights individual and surprising service to exceed customer expectations. Additionally, it discusses preferred communication channels and effective complaint management techniques to enhance overall customer experience.

1. Customer
Service
Excellence
Your Company Name
1

2. Content
Preferred Communication Channels
Responses to Bad & Good Service 01
Meeting Expectations/ Avoiding Pitfalls
Customer Service Wishlist: What Customers Want? 02
Service Excellence Pyramid 03
Service Excellence Model 04
Key ways to achieve Customer Service Excellence 05
06
07
2

3. Responses to bad & good service
Recommended the company to friends and family
Conducted more business with the company
Scored the company favorably on a satisfaction survey
Wrote a positive online review
Conducted a supervisor manager about the great service received
No longer conducted business with the company
Warned friends and family about the company
Contacted a supervisor about the poor service
Scored the company poorly on a satisfaction survey
Wrote a negative online review
Top responses to good service
Top responses to bad service
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4. Service Excellence Pyramid
Complaint management
Level 2 represents experiences concerning complaint handling when a failure
occurs and, again, this will not lead to an outstanding customer experience
Core value proposition
Level 1 represents experiences that reflect the core value proposition of the
organization. This is what a customer expects the organization to deliver, and
does not leads to satisfied customers.
Level 3 represents ‘individual service’. Here, customers experience warmth,
personal attention and tailor-made service. They have an intense feeling of
being valued
Individual service
Level 4 amounts to ‘surprising service’. Here, customers’ expectations
are exceeded, leading to emotions of surprise and joy..
Surprising service
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5. Service Excellence Model
› Designing and documenting the customer
experience
› Deployment of the customer experience
concept throughout the organization
Service excellence vision, mission & strategy
› Service excellence vision
› Service excellence strategy
2
Leadership & management commitment
› Shared efforts, defined responsibilities and
objectives
› Employee empowerment
3
Employee engagement
› Recruitment and induction of new employees
› Feedback of customers at an employee/team level
4
Service excellence culture
› Defining the service excellence culture
› Communicating & implementing the service excellence
culture
5
Understanding customer Needs,
expectations and desires
› Scope and depth of listening to customers
› Adapting to customer needs, expectations
and desires
6
Service innovation management
› Continuous improvement
› Structured innovation process
7
Managing customer experience
related process & organization
› Managing customer experience related
processes
› Deploying customer experience related
technologies and techniques
8
Monitoring service excellence activities & results
› Use of metrics at operational, tactical and
strategic levels
› Use of performance indicators
9
1
Achieving
Customer
delight
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6. Key ways to achieve Customer Service Excellence
Providing a consistent level
of customer experience
across all channels
› A more consistent, cross-channel customer service can be created by having a solution that can manage multimedia in a
single universal queue
› Multi-channel approach to customer service allows the business to achieve a holistic view of the customer journey and
establish their channel of choice
Equip all customer facing
personnel with full, consistent,
up to date knowledge
› Knowledge is the key to providing high levels of a personalized customer experience and it is important to share this
knowledge across the business
› This knowledge base should include knowledge articles, most common FAQ’s and product information as well as a full log
of previous customer complaints, service requests and product purchases.
Motivate and train your
technicians to go beyond
basic repair
› By boosting your engineers skill set, a business is able to transform their field based engineers from a cost center in to a
product center, by running training courses on soft skills
› To successfully achieve this, the organization needs to equip field based workers with the tools they need to drive sales
and boost the customer experience when visiting customer sites
› Online portals are currently the most used self-service channel within the service industry
› Another key customer self-service technology that is emerging in the industry is customer service apps. Whilst mobile apps
are helping transform operational efficiency for field workers, the extension of this technology to customers is still very limited
Client self service and
visibility of service status
› Increasingly businesses are adopting analytics to gain deeper insight into operational performance and customer behavior to
improve the customer experience
› Customer focus groups are a good way to measure satisfaction as they allow a business to understand what matters to the
customer and gather insightful feedback through discussion and conversation
Successfully measuring
service quality to continually
improve customer service
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7. Preferred Communication Channels
67%
31%
19%
28% 28%
26%
71%
42%
18% 17% 17%
9%
71%
48%
25%
10% 10%
3%
70% 42% 22% 19% 16% 10%
Millennials Gen X Baby Boomers
Mail Phone CellEmail Text Social
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8. Meeting Expectations/ Avoiding Pitfalls
.
.
Be proactive, but not annoying
› As consumers rely more and more on technology to keep track of everything, proactive
reminders are becoming the mandate for keeping consumers on track
› Ensure proactive engagement is not without context else it is just spam
› For simple issues, the web is the obvious first place that customers turn. But, the research
shows a need for a more dynamic online customer service experience
› Focus on offering a more natural & interactive way to address customer issues
Keep simple issues simple
› While the research shows consumers are increasingly turning to the web as their first point
of contact, the majority seek service via the phone when it comes to time-sensitive or
complex issues
› A large variety of customers prefer calling the customer care to resolve complex issues
Humanize complex interactions
› Consumers do not like the idea of using multiple channels for communication for resolving
their issues, here consistency is the key
› Company should focus on offering consistent channel experience to their customers
Offer consistent channel experiences
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9. Customer Service Excellence Icons Slide
9

10. Additional
Slides
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11. About Us
Values Client
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Target Audiences
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Premium Services
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12. Puzzle
01
02
03
04
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13. Venn
01 02 03
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14. Lego
02 03
01
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15. Idea or Bulb
02
01 03
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16. Thank You
Address
# street number, city, state
Contact Numbers
0123456789
Email Address
emailaddress123@gmail.com
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