Creating A Customer Service Culture - Society For Human .
Creating a CustomerService CultureA Human Resources Approach1
Introductions About the presentation About me2
Customer Service Basics What is customer service?– Definition3
Customer Service BasicsProviding genuineservice thatANTICIPATEScustomer’s needs4
Customer Service Basics What is customer service?– Definition of a customer5
Customer Service BasicsAnyone thatimpacts thebusiness operationsat your location6
Customer Service Basics What is customer service?–The Customer ServicePrincipleYou do not work for yourcompany. You work foryour customers.7
Customer Service Basics What is customer service?–Who is responsible forCustomer Service at yourorganization?EVERYONE8
Typical Organizational ChartMake sure your organizationalchart does NOT look like this!9
Customer Service Org Chart10
Customer Service Basics Four elements ofCustomer Satisfaction– A perfect ‘product’– Delivered by caring, friendlypeople– In a timely fashion– With the support of an effectiveproblem resolution process11
Let’s Talk about Expenses Creating the culture is not acost – it is an investment Advertising / promotions Cost to recruit a new customer Cost to train a new employee12
Customer Service Basics The Culture Defined– The elements of a successful culture Must have buy-in from everyone You must know your current situation You need support from the “top”13
Customer Service Basics14
Customer Service Basics15
The Customer Experience Assessing your currentexperience– Experience and Loyalty– Meeting needs?– Solving problems?– Anticipating wants?– Knowing the ‘whys’ and expected outcomes– Tools Mystery shopping, surveys, competitor visits16
The Customer Experience Planning forImprovements– Find gaps between actual experiences and expectedoutcomes (perception vs reality) What went wrong? What went right? Identify obstacles to change Brainstorm on changes17
The Customer ExperienceYou must involvethose whoactually interactwith thecustomers18
The Customer Experience Implementing the Plan– Make the changes Train first Get buy-in Show expectations Get input Management must model the behavior19
The Customer Experience Reviewing the Situation– 360 degree review– Develop feedback tools– Back to plan for improvements20
Get the Right People on Board Recruit better– Select talent not skills– Resist temptation– DevelopSelection Discipline21
Top 5 Traits for ServicePositions1.Genuine personal warmth2.Empathic skill3.Optimistic, upbeat attitude4.Team orientation5.Conscientiousness22
Service Position Case StudySainsbury’s SupermarketDear Sainsssssbbbburrys,Why is tiger bread c/alledtiger bread? It should bec/alled giraffe bread.Love, from Lily Robinsonage 3½23
Service Position Case StudyResponse ReceivedDefinitely written by aleader with a serviceculture.What stands out about thisletter to you?How can you create a ‘LilyMoment’ at work?24
Get the Right People on Board Train better– Powerful orientation process– Build ‘brand ambassadors’Know what the first day of work is like for youremployeesThe STORY OF JIMYou never getanother DAY ONE!25
Get the Right People on Board Replace Better– Cannot get buy-in? Gift them!– Daily routine– Non-performers26
Right People on the Bus Get the right people onboard– Find the right talent– Constantly search27
Right People on the Bus Get the wrong people offthe buss– Prevent you from moving forward– Ditch or neutralize28
Right People on the Bus Get the right people inthe right seats– Use talent matching– Seek new roles, then empower29
Get the Right People on Board Leadership by Example– Leaders need to set the tone– Must be part of the orientation process– “Walk the walk”30
Great Service Leaders Five Characteristics– Vision– Alignment– Standard Setting– Support– Motivation31
Get the Right People on Board Deal with Cynics– I will kill all the cynics with my great optimism 32
The Best Moral Leaders Involve people in the design of theirwork Enhance pride in their work Enhance purpose, not just function Support ‘communities’ Support involvement33
Creating the Culture Saying the Right Things Function vs Purpose Doing the Right Things34
Saying the Right Things Phone Etiquette– Need to set standards Number of rings Standardized greetings Personal conduct Usage of a name Promises and deliveries35
Saying the Right Things Face-to-Face Etiquette– Establish language lexicons Words and phrases you do say And those you DON’T– 10-Foot-Rule– Conflicts with Ringing Phones– Body Language36
Saying the Right Thing Signage– Tour your facility– Get creative– Engineer language– No NEGATIVES37
Saying the Right Thing38
Saying the Right Thing Policies– Set by humans, can be changed by humansEVER EVER NEVER EVERsay ‘because it is policy’ Make sure your policies are fair, reasonable andimplemented consistently39
Let Me Tell You What I CAN Do When you can’t fulfill the customer’s request– Explain the reason– Show empathy– Let the customer know what you CAN do (offer analternative solution)40
Let Me Tell You What I CAN Do 1st COLOR– You can’t give the customer information on his exwife’s account balance because it would be illegal 2nd COLOR– You can’t wire flowers to the customer’s sister inBoston without first receiving payment 3rd COLOR– You can’t sell weight loss products to the customerbecause she must first be evaluated by a dietician41
Function vs Purpose Function– What do you do at work each and every day? Purpose– Why do you do what you do each day?42
Doing the Right Things Job Descriptions– What are they?– In a customer service culture, they need to bedifferent– Other duties as required? NOPE– Follow Southwest Airlines lead they sayWhatever YOU needto do to enhance theoverall operation43
Doing the Right Things Empowerment– Means keeping promises– Must have empowered front line employees– Trust them to make the right call– Train them to handle situations44
A Customer Service Story45
Recap Customer service principle Organizational chart Customer service culture Assess your current experience Load the bus Saying the Right Things Function vs Purpose Doing the Right Things46
Creating a Customer Service Culture A Human Resources Approach 1. Introductions About the presentation About me 2. Customer Service Basics What is customer service? –Definition 3. Customer Service Basics Providing genuine service that . –With the support of an effective
Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed.
An essential difference between folk culture and popular culture is the speed at which diffusion occurs. 9 *a. True b. False (p. 32) 44. Popular culture is synonymous with mass culture. a. True *b. False (p. 32) 45. Mass culture refers to the consumption of culture, while popular culture refers to
4. Customer service and the "independent contractor" behind your counter. 5. Addressing the belligerent and unreasonable customer: Did you ever "fire" a customer? 6. When you argue with the customer and win: you lose! 7. Customer Service and the derailed "be back" train. 8. The true cost of poor customer service and the rewards of .
Customer satisfaction surveys are an essential tool for any manager looking to drive customer service improvement – and running a regular customer feedback survey is usually the first step in creating a customer-focused culture, too. But drafting an effective customer satisfaction survey that gives you
a. Culture building b. Values c. Organizational socialization d. Attitudes Ans: (a) Que: 5 Types of corporate culture are _ a. Clan culture and Adhocracy culture b. Market culture and hierarchy culture c. Both (a) & (b) d. None of these Ans: (c) Que: 6 The practices of a
of different cultures within a culture (e.g. youth cultures, cultures of migrants, regional cultures, business culture, soccer culture, alternative culture etc.) German culture, for the purposes of this class, refers to this multi-layered understanding of culture. !
AP Statistics. AP Chinese Language and Culture. AP French Language and Culture. AP German Language and Culture. AP Italian Language and Culture. AP Japanese Language and Culture. AP Latin. AP Spanish Language and Culture. AP Spanish Literature and Culture * Not all exams are offered at
S-4-22 ASTM E 1698: 1995-00-00 Standard Practice for Testing Electrolytic Conductivity Detectors (ELCD) Used in Gas Chromatography / Note: Reapproved 2000 S-4-23 ISO 2718: 1974-04-00 Standard layout for a method of chemical analysis by gas chromatography S-4-24 JIS K 0114: 2000-07-20 General rules for gas chromatographic analysis S-4-25 JIS K 0115: 1992-02-01 General rules for molecular .
