In search of customer excellence by Derek Hendrikz. Covers customer service, service excellence, customer relationship management, CRM and general client service.

2. Copyright © 2015
Derek Hendrikz Consulting
www.derekhendrikz.com

3. Service Excellence vs.
Customer Service
Things have Changed!
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4. Service Excellence is the
contextual science of
understanding why
customers want things –
and then giving them what they want ,
where they want it,
when they want it,
how they want it,
on the double!
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5. www.derekhendrikz.com

6. How to get rid of your customers –
Six fool proof ways!
1. Internal Focus
2. Perception of Security
3. Rewarding Incompetence
4. Rewarding Complication
5. No reason for providing Customer Delight
6. Giving employees Authority without Power
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7. Service Excellence-
Lessons from the Wild
It’s all about PURPOSE
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8. Introducing the
Nanotech Customer
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9. What the Future Customer Wants!
 Customization
 Speed
 Reliability
 Convenience
 Affordability
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10. Fortune 500 - Secrets of
Service Excellence
1. Focus all energy on results.
2. Empower frontline staff to produce
results.
3. Reward results and
4. Implement Service Excellence though
small decisions, made consistently
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11. Service Excellence
You must make the difference
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12. Thank you for
attending this
presentation
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