creating a customer service culture
DESCRIPTION
We all talk about customer service - but how do you go about creating a customer service culture in your business?TRANSCRIPT
Debra Templar: Check ups, Tune Ups & Makeovers....It’s in the bag!
Creating a Customer Service Culture
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Customers are Revolting...Enough is enough!
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Why We Give Bad Service …
1. We don’t understand the purpose of being in business
2. We don’t understand customers3. We don’t understand what business we’re in
You aren’t in the coffee business serving people.You’re in the people business
serving coffee.Howard Schultz, Starbucks
The first step
Toward great SERVICE is
WILLINGNESS
You can create GREAT service if you want to – but you have to WANT TO.
However, you have to give up your excuses first.Ask yourselves this question: Why aren’t we
giving it all we’ve got?Decide to put some OOMPH into your
ordinary!
Start with the Right People
– They have to love people– They must be active– They must be willing to serve– They must be outgoing– They must have non-discriminatory attitudes
about other people
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You can’t teach someone to smile,You can’t teach someone to want to serve,
You can’t teach someone personality.
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.
Customer-keeping vision
Nothing does more to transform a company than clear vision.
Remember how Ray Kroc, founder of McDonald’s, animated the whole organisation with the simple vision:“Quality, Service, Cleanliness, Value”
SevenEssential
Behaviours
1. Create a customer-keeping vision;2. Saturate your company with the voice of the
customer;3. Go to school on the winners;4. Liberate your customer champions;5. Smash the barriers to customer winning
performance;6. Measure, measure, measure;7. Walk the talk.
Whiteley
OHT 10a
Guidelines for Action
• Invest in customer relationships;• Communicate a consistent intent to form co-operative
relationships with customers, but be flexible in actions;• Respect customers as people;• Trust customers so that they trust you;• Ask for and use the ideas and assistance of customers;• Be open to influence so customers are open;• Express genuine warmth and caring for customers
Tjosvold (1993)
Pitfalls to Avoid
• Believe that employees can establish relationships by themselves;
• Search for one right plan of action good for all situations & customers;
• Prove employees have power & are always right;• Assume customers are always right & employees
always wrong;• Keep an interpersonal distance from customers.
Tjosvold (1993).
3 Principles of Leadership
1. Foster a service oriented culture;2. Make customer service everybody’s
business;3. Declare war on bureaucracy.
Davidow & Uttal
Making customer
service everybody’s
business
Unless every employee assumes
responsibility for customers’
experience, service dies.
Davidow & Uttal
Sales & Service Delivery
Policies & Procedures
• Do you have written Standards?• Do all employees understand them?• Are they clear on what the standards of quality
are?• How are they monitored?• Are they clearly related to customers’
satisfaction?• How are they implemented?• Is this effective and is there a measure in place to check this on a continuing basis?
5 Golden Rules
1. Listen with understanding;2. Ask questions;3. Apologise for the inconvenience;4. Take fair and just corrective action;5. Remain courteous.
Delegating Work
• Can the staff member do the task required?• Is the person in agreement with the direction
and purpose of the task?• Is there time for him or her to complete the
task?• Is this a task the manager should really
complete?
Positive feedback
ALWAYS be GENEROUS
with PRAISE!
Customer ServiceCulture
• Inspires Stories• Uses Outside-the-Box-Thinking• Is a Choice• Starts with a Clear Vision• Requires that Everyone Catch the Vision• Surprises People• Begins with Anyone• Goes the Extra Mile• Brings Customers Back• Comes from the Heart
Given a choiceBetween a
smiling person and one who is frowning, who would you approach?
www.thetemplargroup.com.au www.twitter.com/DebraTemplar
Pic Credits: http://www.istockphoto.com
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:
"I don'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!“
E: [email protected]: 0417 532383Skype: debra.templar
Linked In: www.linkedin.com/in/DebraTemplar