georgina customer care

Sponsored by:

CK Academy

www.CKAcademy.co.uk

Info@CKAcademy.co.uk

Enlightened Customer Care The Emotional Connection

Are you missing the obvious?Are you missing the obvious?

What does that really mean?

Dedicating your organisation to giving customers what they want

Your staff are your business

&

The spirit of your company to the outside world

:

Becoming ‘Customer Intimate’Becoming ‘Customer Intimate’

People Are DifferentPeople Are Different

So What?

• ‘Knowledge & relationships are THE currency of the new economy’

• Top performers may not share the same personality profile, but they do have 1 critical thing in common – an acute sense of awareness – both of self & others

So What?So What?

Thoughtful

Active

An OverviewAn Overview

Questioning Accepting

Thoughtful

Active

Questioning Accepting

Active

Thoughtful

Judging to Valuing LadderJudging to Valuing Ladder

Judging others based on our own preferences.

Judging

Judging to Valuing LadderJudging to Valuing Ladder

Understanding how and why people are not like us.

Judging

Understanding

Judging to Valuing LadderJudging to Valuing Ladder

Sincerely respecting differences.

Judging

Understanding

Respecting

Judging to Valuing LadderJudging to Valuing Ladder

Appreciating that people are different from us instead of being copies of ourselves.

Judging

Understanding

Respecting

Appreciating

Judging to Valuing LadderJudging to Valuing Ladder

Valuing others and making the most out of the differences in our lives.

Valuing

Judging

Understanding

Respecting

Appreciating

Valuing others and making the most out of the differences in our lives.

Valuing

Judging to Valuing LadderJudging to Valuing Ladder

Judging

Understanding

Respecting

Appreciating

Personal Action PlanPersonal Action Plan

ReflectionWrite down something:

•You have learned

•Will act on

•Want to change

•Is important to you

Simple but SearchingSimple but Searching

• Do you truly believe that offering great customer care really matters? Maybe you don’t think it’s worth the time & effort. That’s fine, but it’s good to be clear about that at the outset.

• If your organisation does believe service is important - do your leaders walk their talk?

• Have you spent a serious amount of time identifying what truly great customer care looks like for your particular business?

• Have you asked how you can improve, particularly from those clients who you know to be dissatisfied?

Simple but SearchingSimple but Searching

•Do you measure success? If so, how?

•Do you reward the kind of service behaviour that your organisation aspires to?

If you do, is it celebrated?

•Do your frontline staff understand therelationship between customer careand profitability?

Simple but SearchingSimple but Searching

• Do you invest time & money in staff training?

• Does customer service form an integral part of your overall business strategy?

Simple but SearchingSimple but Searching

Back at the Coalface……Back at the Coalface……• Allocate time to put those new ideas into operation

• Break down what you have learnt. Prioritise the most important components, Get some feedback.

Sponsored by:

CK Academy

www.CKAcademy.co.uk

Info@CKAcademy.co.uk