Creating a

Culture

2

Customers are Revolting...

Enough is enough!

3

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

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?

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!“

For the content of this presentation, I am greatly indebted to Debra Templar and to http://www.

istockphoto.com for the pictures

Acknowledgements: