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Creating A Customer Service Culture

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We all talk about customer service - but how do you go about creating a customer service culture in your business?

Publié dans : Business, Formation
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  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
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Creating A Customer Service Culture

  1. 1. Creating a Customer Service Culture<br />Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag! <br />
  2. 2. 2<br />Customers are Revolting...Enough is enough!<br />
  3. 3. 3<br />Why We Give Bad Service …<br />We don’t understand the purpose of being in business<br />We don’t understand customers<br />We don’t understand what business we’re in<br />You aren’t in the coffee business serving people.<br />You’re in the people business<br />serving coffee.<br />Howard Schultz, Starbucks<br />
  4. 4. The first step <br />
  5. 5. Toward great SERVICE is<br />WILLINGNESS<br />
  6. 6. You can create GREAT service if you want to – but you have to WANT TO.<br />However, you have to give up your excuses first.<br />Ask yourselves this question: Why aren’t we giving it all we’ve got?<br />Decide to put some OOMPH into your <br />ordinary!<br />
  7. 7. Start with the Right People<br />
  8. 8. <ul><li>They have to love people
  9. 9. They must be active
  10. 10. They must be willing to serve
  11. 11. They must be outgoing
  12. 12. They must have non-discriminatory attitudes about other people</li></li></ul><li>9<br />You can’t teach someone to smile,<br />You can’t teach someone to want to serve, <br />You can’t teach someone personality.<br />What we can do, however, is hire people who have those qualities and we can then teach them about our products and teach them our culture.<br />
  13. 13. Customer-keeping vision<br />
  14. 14. Nothing does more to transform a company than clear vision.<br />Remember how Ray Kroc, founder of McDonald’s, animated the whole organisation with the simple vision:“Quality, Service, Cleanliness, Value”<br />
  15. 15. SevenEssential Behaviours<br />
  16. 16. Create a customer-keeping vision;<br />Saturate your company with the voice of the customer;<br />Go to school on the winners;<br />Liberate your customer champions;<br />Smash the barriers to customer winning performance;<br />Measure, measure, measure;<br />Walk the talk.<br />Whiteley<br />
  17. 17. OHT 10a<br />Guidelines for Action<br />
  18. 18. Invest in customer relationships;<br />Communicate a consistent intent to form co-operative relationships with customers, but be flexible in actions;<br />Respect customers as people;<br />Trust customers so that they trust you;<br />Ask for and use the ideas and assistance of customers;<br />Be open to influence so customers are open;<br />Express genuine warmth and caring for <br /> customers<br />Tjosvold (1993)<br />
  19. 19. Pitfalls to Avoid<br />
  20. 20. <ul><li>Believe that employees can establish relationships by themselves;
  21. 21. Search for one right plan of action good for all situations & customers;
  22. 22. Prove employees have power & are always right;
  23. 23. Assume customers are always right & employees always wrong;
  24. 24. Keep an interpersonal distance from customers.</li></ul>Tjosvold (1993).<br />
  25. 25. 3 Principles of Leadership<br />
  26. 26. Foster a service oriented culture;<br />Make customer service everybody’s business;<br />Declare war on bureaucracy.<br />Davidow & Uttal<br />
  27. 27. Making customer service everybody’s business<br />
  28. 28. Unless every employee assumes <br />responsibility for customers’ experience, service dies.<br />Davidow & Uttal<br />
  29. 29. Sales & Service Delivery Policies & Procedures<br />
  30. 30. <ul><li>Do you have written Standards?
  31. 31. Do all employees understand them?
  32. 32. Are they clear on what the standards of quality are?
  33. 33. How are they monitored?
  34. 34. Are they clearly related to customers’ satisfaction?
  35. 35. How are they implemented?
  36. 36. Is this effective and is there a measure </li></ul>in place to check this on a continuing <br />basis?<br />
  37. 37. 5 Golden Rules<br />
  38. 38. Listen with understanding;<br />Ask questions;<br />Apologise for the inconvenience;<br />Take fair and just corrective action;<br />Remain courteous.<br />
  39. 39. Delegating Work<br />
  40. 40. <ul><li>Can the staff member do the task required?
  41. 41. Is the person in agreement with the direction and purpose of the task?
  42. 42. Is there time for him or her to complete the task?
  43. 43. Is this a task the manager should really complete?</li></li></ul><li>Positive feedback<br />
  44. 44. ALWAYS<br />be GENEROUS <br />with PRAISE!<br />
  45. 45. Customer Service<br />Culture<br />
  46. 46. Inspires Stories<br />Uses Outside-the-Box-Thinking<br />Is a Choice<br />Starts with a Clear Vision<br />Requires that Everyone Catch the Vision<br />Surprises People<br />Begins with Anyone<br />Goes the Extra Mile<br />Brings Customers Back<br />Comes from the Heart<br />
  47. 47. Given a choice<br />Between a smiling person and one who is frowning, who would you approach?<br />
  48. 48. One of Australia’s leading retailing experts, Debra Templar just hates bad customer service and stupid business practices. So… she’s on a mission to change them – one slideshow, presentation, book, or training session at a time:<br />&quot;I don&apos;t just want to improve how we do business for the customer’s sake but also that we, as business owners, sell more stuff, make lots more profit, and love our businesses back to life!“<br />E:   debra@thetemplargroup.com.auMobile: 0417 532383Skype: debra.templar<br />Linked In: www.linkedin.com/in/DebraTemplar<br />www.thetemplargroup.com.au<br />www.twitter.com/DebraTemplar<br />Pic Credits: http://www.istockphoto.com<br />

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