This document summarizes a presentation on customer service given at the Eaquals International Conference in Lisbon from April 21-23, 2016. It discusses the history and growth of Eton Institute over 10 years, their accredited language programs, and ranking among the top 100 small and medium enterprises. Several aspects of customer service are examined, including focusing on customer needs and wants, treating customers and employees with respect, and having a shared vision of exemplary customer service.

1. Eaquals International Conference, Lisbon, 21 – 23 April 2016
Creating a Culture of
Customer Service
www.eaquals.org

2. History of Eton Institute
• Founded 10 years ago
• 1 classroom
Eaquals International Conference, Lisbon, 21 – 23 April 2016

3. Our EAQUALS Accredited
Languages
Eaquals International Conference, Lisbon, 21 – 23 April 2016

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. Start With Why
Eaquals International Conference, Lisbon, 21 – 23 April 2016

6. Customer Service
Eaquals International Conference, Lisbon, 21 – 23 April 2016

7. Wining the Client
Wants
Interests
Needs
Eaquals International Conference, Lisbon, 21 – 23 April 2016
WIN=

8. Humans are Helpful
Eaquals International Conference, Lisbon, 21 – 23 April 2016

9. Values, Not Rules
Netflix Vacation Policy:
“There is no policy”
Eaquals International Conference, Lisbon, 21 – 23 April 2016

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. 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. But Wait… There’s More
Eaquals International Conference, Lisbon, 21 – 23 April 2016

13. The Five Practices of
Exemplary Leadership
Eaquals International Conference, Lisbon, 21 – 23 April 2016

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. 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