aha
DESCRIPTION
Staines, Middlesex: 17/10/2011TRANSCRIPT
AHA Aspire/Edge MDP: Outcomes
Yusuf DanesiOctober 2011
Development Goals from 360 and MBTI
Label Contribution
Influence without Power
Team Player
Easy Read Communication
Challenges : ESTJ
E = Talk less, listen more
S = See the Bigger Picture
T = Be more Tolerant
J = Be Flexible
Mentor: DW
Customer Service Centre Shadowing
Mentor Shadowing: SMT
7 Habits of Highly Effective People
BFH: CSE Report
C Team Meeting Shadowing
Self-Appraisal
Hub Activity: Critical-Accepting
Will/Skill = Too many Monkeys
Better Team Player
Easy Read Disciple
Effects on Customer Service
Communication made Easy
Happy Team = Happy Customers
Customer’s Job saved
Customer’s landlord now responsive
Customer Service Champions
Google: Consistent Quality & Constant Innovation
Apple: High Quality Customer Service
Toyota: Variety, Customisation & Individuality
John Lewis: Happy staff = Happy Customers
First Direct: Helpful Customer Support
Tesco: Rewarding Customers
RAC: Speed & Timeliness
The Moment of Truth: Customer Service Excellence @ Play
Buckinghamshire, December ‘09: Be ordinary, or be extra-ordinary
Positive Attitude is intrinsically rewarding: Florida, July 2008
Tweaking our Customer Service
Innovate: Apple
Contact made easy (0800): BFH
SMT, lead the way: Robert Townsend, Avis
Motivate staff to make a positive impact: First Direct
Run CS training continuously: John Lewis
Employ people-persons: Starbucks
Summary: Sustainable Excellent Customer Service Culture
Practise learning
Continuous training & mentoring
Motivation is key
Measurement of performance & feedback
Continuous Improvement
Let’s not satisfy: Let’s gratify!
Thank you!