AGENDAAGENDA AN OVERVIEW OF CUSTOMER

SERVICE VISION AND MISSION CORE COMPETENCIES SUCCESS FACTORS OBJECTIVES & STRATEGIES CULTURE VALUE STATEMENT AND CODE

OF ETHICS CUSTOMER SERVICE

STANDARDS

THE PROCESS OF CUSTOMER THE PROCESS OF CUSTOMER SERVICESERVICE

VISION

MISSION

CORE COMP

STRATEGIES

OBJECTIVES

VALUES

IMPLEMENTATION

EVALUATION

CULTURECULTURE

STRATEGIC LEADERSHIP

WHAT IS A VISION AND MISSION?WHAT IS A VISION AND MISSION? A VISION IS MANAGEMENT’S VIEW OF

THE KIND OF COMPANY IT IS TRYING TO CREATE. IT IS THE BIG PICTURE OF WHO WE ARE AND WHERE ARE WE GOING.

A MISSION STATEMENT DEFINES THE PURPOSE OF THE ORGANIZATION. ANSWERS QUESTIONS SUCH AS WHO WE ARE, WHAT WE ARE HERE FOR AND WHERE ARE WE GOING. IT IS THE PRESENT STATE OF THE ORGANIZATION.

HOW DO WE HAVE A WELL HOW DO WE HAVE A WELL CONCEIVED STRATEGIC VISION AND CONCEIVED STRATEGIC VISION AND MISSION?MISSION?

WE MUST UNDERSTAND WHAT BUSINESS WE ARE IN

COMMUNICATE THE VISION IN WAYS THAT ARE CLEAR , EXCITING, AND INSPIRING

DECIDING WHEN TO ALTER THE COMPANIES STRATEGIC COURSE AND CHANGE ITS MISSION

Example CAMPUS DINING Example CAMPUS DINING VISIONVISION

AN ORGANIZATION BASED ON A TEAM EFFORT THAT REWARDS EXCELLENCE

A PLACE WHERE EMPLOYEES ARE RESPECTED AND WANT TO WORK

AN ORGANIZATION THAT THRIVES ON INNOVATION AND CALCULATED RISK TAKING

A PLACE WHERE ONLY THE BEST PEOPLE WORK AND WANT TO DO THEIR BEST

AN ORGANIZATION BASED ON SOUND BUSINESS SENSE AND INTEGRITY

AN OPERATION THAT WILL MAXIMIZE PROFITS WHILE MAINTAINING LONG-TERM GROWTH AND PROSPERITY

AN OPERATION DRIVEN BY CUSTOMER SERVICE STANDARDS AND FOCUS

Example CAMPUS DINING Example CAMPUS DINING MISSIONMISSION TO BE AN INTEGRAL

PARTNER WITH EMORY BY PROVIDING EXCELLENT CUSTOMER SERVICE IN A PROGRESSIVE, INNOVATIVE AND CHALLENGING ENVIRONMENT. WE STRIVE TO EXCEED THE CLIENTS EXPECTATIONS IN SERVICE, ATTITUDE, QUALITY, AND CLEANLINESS. WE ENDEAVOR TO PROVIDE AN ENRICHING AND REWARDING WORK EXPERIENCE FOR OUR EMPLOYEES IN AN ACHIEVEMENT BASED HIGH PERFORMANCE CULTURE.

WHAT ARE CORE COMPETENCIESWHAT ARE CORE COMPETENCIES A CORE COMPETENCE IS

SOMETHING A COMPANY DOSE ESPECIALLY WELL IN COMPARISON TO ITS COMPETITORS THEY ARE KEY TO OUR SUCCESS

BUILDING CORE COMPETENCIES GIVES US A COMPETITIVE ADVANTAGE

CORE COMPETENCIESCORE COMPETENCIES

MANAGEMENT AND STAFF DEVELOPMENT

QUALITY FOOD OUTSTANDING SERVICE TOP NOTCH CATERING MAINTAIN LOW COST CLIENT RELATIONS CUTTING EDGE INNOVATIONS

WHAT IS A STRATEGYWHAT IS A STRATEGY

STRATEGY IS HOW TO ACHIEVE THE OBJECTIVE. THE OBJECTIVES ARE THE “ENDS” WHILE STRATEGIES ARE THE “MEANS”

SETTING OBJECTIVESSETTING OBJECTIVES

OBJECTIVES CONVERTS THE VISION INTO TARGETED OUTCOMES AND PERFORMANCE MILESTONES

MUST BE QUANTIFIABLE TIME SPECIFIC ACHIEVABLE WHO IS RESPONSIBLE

KINDS OF OBJECTIVESKINDS OF OBJECTIVES

TWO KEY TYPES FINANCIAL

PERFORMANCE STRATEGIC

PERFORMANCE

OBJECTIVESOBJECTIVES LONG RANGE LONGER THAN A YEAR

START NOW FOR THE FUTUREHOW TODAY DECISION EFFECTS

THE FUTURE SHORT TERMA YEAR OR LESSIMMEDIATE RESULTS TO BE

ACHIEVEDIT’S THE SPEED AND LEVEL OF

PERFORMANCE OF THE ORGANIZATION TODAY

HOW TO MAKE A HOW TO MAKE A STRATEGY SUCCESSFULSTRATEGY SUCCESSFUL

PUT TOGETHER A STRONG MANAGEMENT TEAM WITH THE RIGHT CHEMISTRY

BUILDING CORE COMPETENCIES ORGANIZATIONAL CAPABILITIES A CULTURE THAT SUPPORTS

STRATEGIES LEADERSHIP DIRECTION IMPLEMENTATION - HOW TO

EXECUTE STRATEGY MUST BE INCLUSIVE

CULTURE - WHAT IS IT?CULTURE - WHAT IS IT? CORPORATE

CULTURE REFERS TO A COMPANY’S VALUES, BELIEFS, TRADITIONS, OPERATING STYLE, AND INTERNAL WORK ENVIRONMENT

HOW DO BUILD A HOW DO BUILD A SUPPORTIVE CULTURE?SUPPORTIVE CULTURE?

LEADERSHIP MODELING MOTIVATING SHOWING RESPECT INSIST ON EXCELLENCE MBWA COMMUNICATE THE

VISION INVOLVEMENT SHOW IMPORTANCE IN

WORK

SET EXPECTATIONS TEACH AND COACH BUILD GROUP PRIDE GOOD ATTITUDE HIGH ENERGY NEVER GIVE UP BE PROFESSIONAL RECOGNIZE GOOD WORK STRESS RELATIONSHIPS,

VALUES AND COMMITMENT SHARE INFORMATION

SUPPORTIVE CULTURESUPPORTIVE CULTURE STRONG LEADERSHIP LONG TERM

COMMITMENT A REAL CONCERN FOR

CUSTOMERS AND EMPLOYEES

STRATEGY AND CULTURE MUST WORK TOGETHER IN ORDER FOR THE STRATEGY TO BE SUCCESSFUL

AFTER ALL IT’S NOT MAGIC!

OUR CULTURE...OUR CULTURE... PROACTIVE AND ADAPTIVE RESULTS ORIENTED THAT

INSPIRES PEOPLE TO DO THEIR BEST

HIGH PERFORMANCE ETHICAL STANDARDS AND

VALUES CUSTOMER FOCUSED TEAM ENVIRONMENT

Example VALUE STATEMENT Example VALUE STATEMENT AND CODE OF ETHICSAND CODE OF ETHICS

VALUES CUSTOMER SERVICE #1

PRIORITY WE ARE COMMITTED TO

QUALITY WE ARE COMMITTED TO

INNOVATION WE RESPECT EACH

OTHER WE TREAT OUR PEOPLE

FAIRLY

CODE OF ETHICS HONESTY FAIR TO OUR

CUSTOMERS USE COMPANY ASSETS

WISELY PROPER ACCOUNTING

PRACTICES AVOID CONFLICTS OF

INTEREST

CUSTOMER SERVICE STANDARDSCUSTOMER SERVICE STANDARDSWHY IS IT IMPORTANT? WE ARE HERE FOR THIS REASON IT IS A CORE COMPETENCY GIVES US PRIDE IN OURSELVES WILL MAKE US THE BEST CUSTOMER FRIENDLY EMPLOYEES ARE EMPLOYEE

FRIENDLY EMPLOYEES AND GOOD TEAM PLAYERS HELPS INCREASE SALES MORE SALES =MORE EMPLOYEES AND BETTER PAY

INCREASES GIVE US PRIDE IN THE ORGANIZATION AND A SENSE

THAT WE ARE MAKING A DIFFERENCE

WE ALL HOLD THE KEY TO GREAT CUSTOMER SERVICE!!

HOW DO WE GIVE HOW DO WE GIVE GREAT CUSTOMER GREAT CUSTOMER SERVICE?SERVICE?WORLD CLASS SERVICE

GREET, SMILE, EYE CONTACT, THANK YOU

SOLVE CUSTOMER COMPLAINTS LAST

LISTEN TO THE COMPLAINT APOLOGIZE FOR THE PROBLEM SOLVE THE PROBLEM THANK THE CUSTOMER

CUSTOMER SERVICECUSTOMER SERVICE WCS-LIVE IT! LAST NO ROOM FOR AVERAGE SERVICE “DEVELOP THE BEST AND GET RID

OF THE REST!” HIRE THE RIGHT PEOPLE MAINTAIN THE STANDARD HIGH ENERGY COMMITMENT

HOW DO WE GIVE HOW DO WE GIVE GREAT CUSTOMER GREAT CUSTOMER SERVICE?SERVICE?

TEAM EFFORT TEAM MEMBER DRIVEN TEAM MEMBER EMPOWERMENT TEAM MEMBER FOCUS TEAM MEMBER MONITORED TEAM MEMBERS MAKE THE

DIFFERENCE HOW GOOD CAN WE GET??

CUSTOMER SERVICE CUSTOMER SERVICE REMEMBER ITS CULTURE

BASED IT’S A PROCESS IT TAKES TIME IT STARTS WITH A VISION

AND ENDS IN THE EVALUATIONAL PROCESS

LEADERSHIP BASED YOU MUST LIVE

CUSTOMER SERVICE!

THE PROCESS OF CUSTOMER THE PROCESS OF CUSTOMER SERVICESERVICE

VISION

MISSION

CORE COMP

STRATEGIES

OBJECTIVES

VALUES

IMPLEMENTATION

EVALUATION

CULTURECULTURE

STRATEGIC LEADERSHIP

THANK YOU FOR YOUR TIMETHANK YOU FOR YOUR TIME

AND REMEMBER GREAT

CUSTOMER SERVICE IS THE KEY TO YOUR

SUCCESS!!