Download - Creating a Culture of Service Excellence

Creating & Sustaining A Culture of Service Excellence

Creating & Sustaining a Culture of Excellence

THEO GILBERT-JAMISON • Chief Executive Officer of Performance Solutions by Design,

a consulting firm headquartered in Atlanta, Georgia that helps organizations across all industries create and sustain a culture of service excellence.

• Author of the popular leadership book The Six Principles of Service Excellence (published in 2005), and co-author of The Leadership Book of Numbers (published in 2008 & 2012).

• Prior to launching Performance Solutions by Design in 2003, Theo was Vice President of Training & Organizational Effectiveness with The Ritz-Carlton Hotel Company where she enjoyed a successful 17 year career.

• Key contributor, instrumental in implementing and sustaining quality processes and systems companywide that led to The Ritz-Carlton Hotel Company’s unprecedented Malcolm Baldrige National Quality Awards in 1992 and 1999.

• Works closely with diverse leadership groups and organizations, ranging from automotive, legal and financial services, to education, hospitality, healthcare, and retail.

The customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption of our work. He is the purpose of it.

He is not an outsider of our business. He is part of it.

We are not doing him a favor by serving him.

He is doing us a favor by giving us the opportunity to do so.

--Mahatma Gandhi

Opening Quote

WHAT WE WILL COVER • The Foundation for Creating

& Sustaining a Culture of Service Excellence

• The Six Principles of Service Excellence Overview

• Creating an Action Plan to Drive Excellence


OPENING QUESTIONS • What challenges are you

facing in creating and sustaining culture of service excellence? (for internal & external customers)

• What would you like to gain from this session?


Non- Believers (Disengaged)

Believers (Engaged)

Change Agents

(Fully Engaged)

Levels of Employee Engagement

Basic Service vs. Excellent Service

EXCELLENCE SERVICE

• Competent

• Friendly

• Timely

• Listening

• Clear Communication

• Passion

• Empathy / Compassion

• Relationships / Engagement

• Anticipatory / Proactive

• Sense of Urgency

• Exceeding Expectations

The Three Dangers That Impede the Achievement

of Service Excellence

Compromise Lack of Accountability

Inconsistency


SERVICE EXCELLENCE

Customer Loyalty

Department Accountability

Leadersh

ip

De

velop

men

t

Wo

rk E

nvi

ron

men

t &

Tea

mw

ork

The Roadmap to Sustaining Service Excellence

THE ROLE OF LEADERSHIP…

• What is the definition of SERVICE EXCELLENCE?

• Is high CUSTOMER LOYALTY important to your organization? If no, why? If yes, what is necessary for your organization to achieve high Customer Loyalty?

• Is EMPLOYEE ENGAGEMENT linked to service excellence? If no, why? If yes, what does it take to create fully engaged employees?

• What is the PURPOSE of leadership in your organization?


CUSTOMER SERVICE SERVICE EXCELLENCE Meeting Expectations

Compliance with Needs

Meeting Standards

Warm & Friendly

Competent / Knowledgeable

Focus on Function

Customer Satisfaction

Exceeding Expectations

Compliance and Anticipation

Exceeding Standards

Accommodating & Flexible

Subject Matter Expert

Focus on Purpose

Customer Loyalty

Customer Service vs. Service Excellence

CUSTOMER LOYALTY

CUSTOMER SATISFACTION

Defect-Free Product/Service

Warm & Friendly Staff

Easy, Effective Problem Solution

Process

Personalized Service

Continuous Improvement

Customer Satisfaction vs. Loyalty

EMPLOYEE ENGAGEMENT

Service Excellence cannot be achieved without PEOPLE! They must clearly understand:

• PURPOSE – What is my purpose?

• ROLE – What is expected of me?

• ACTIONS – What must I do?

• SYSTEMS – What processes are in

place to make me successful?

Employee Engagement & Driving Excellence

Curt Coffman Employee Engagement Global Practice Leader

The Gallup Organization

“We’re running as an economy at 30 percent

efficiency”

Only 3 out of every 10 employees

Only 30 out of every 100 employees

….are working at their highest potential

LEADERSHIP FUNCTION LEADERSHIP PURPOSE • Manage and oversee department or

division operations

• Operate within budget

• Hire and manage employees

• Attend meetings

• Control costs and waste

• Maintain and improve worker productivity

• Handle internal/external conflict

• Complete reports

• Maintain safe work environment

• Inspire, lead and motivate employees to achieve greater goals

• Set the vision and mission for the department or division

• Be a mentor, coach and role model

• Ensure the team is aligned around a common purpose

• Provide direction, praise and recognition for a job well done

• Develop the skill and talent of their team

Leadership Function vs. Purpose

Creating a Culture of

SERVICE EXCELLENCE has a Trickle Up Effect

Senior Leadership

Managers

Supervisors

Employees


Your role as a Leader is to ensure that your service philosophy is:

– Known

– Clearly Understood

– Relevant

– Aligned

– Discussed

– Acted On

– Measured

THE SIX PRINCIPLES OF SERVICE EXCELLENCE Where are Your Gaps?


Senior Leadership Alignment & Accountability

Principle 6 Measurement &

Leadership

Accountability

Principle 5 Organizational

Alignment

Principle 4 Intervention &

Learning

Strategy

Principle 3 Service

Standards

Principle 2 Business

Objectives

Principle 1 Vision and Mission Statement

The Six Principles of Service Excellence

The Six Principles of Service Excellence is a comprehensive approach to effectively improving the work environment, employee performance and the service experience for

your customers all in one initiative.

Level I CREATES THE BASIS FOR

THE CULTURE

Level II CREATES THE BASIS FOR

SUSTAINABILITY

Level III CREATES THE BASIS FOR

CREDIBILITY

Vision/Mission

Business Goals

Service Standards

Intervention & Learning Strategy

Organizational Alignment

Measurement & Leadership Accountability

The Three Levels of Organizational Effectiveness

Senior Leadership Alignment & Accountability

Principle 6 Measurement &

Leadership

Accountability

Principle 5 Organizational

Alignment

Principle 4 Intervention &

Learning

Strategy

Principle 3 Service

Standards

Principle 2 Business

Objectives

Principle 1 Vision and Mission Statement

The Six Principles of Service Excellence

Where are your Gaps?

Strategy

Intelligence

STEP 1

Clearly Define

STEP 2

Involve Staff

STEP 3

Integrate

STEP 4

Measure

STEP 5

Recognize & Coach

The 5 Steps to Employee Accountability

Principle 6: Measurement & Leadership Accountability

Level I CREATES THE BASIS FOR

THE CULTURE

Level II CREATES THE BASIS FOR

SUSTAINABILITY

Level III CREATES THE BASIS FOR

CREDIBILITY

Vision/Mission

Business Goals

Service Standards

Intervention & Learning Strategy

Organizational Alignment

Measurement & Leadership Accountability

The Three Levels of Organizational Effectiveness

EXCELLENCE = (Utilization of the Six Principles)

Note: Service Excellence

cannot be achieved without these five basic elements!

Alignment

+

Consistency

+

Accountability

+

Teamwork

+

Empowerment


START STOP CONTINUE • Balancing Function with

PURPOSE

• Holding my team accountable for driving excellence

• Responding to my customers (internal/

external) with a greater sense of urgency

• Assuming my actions and behaviors don’t impact Service Excellence

• Allowing compromise

• Ignoring unacceptable behavior

• Exemplifying the Service Philosophy of my organization

• Demonstrating the same level of service excellence with internal and external customers

Personal Commitment to Excellence

Applying What You Have Learned

“The Greatest Danger for most

of us is not that we aim too high

and we miss it, but we aim too

low and reach it.”

--Michelangelo


Thank You! For More Information Visit Our Website Today

www.psbydesign.com / Telephone (770) 860-0198


http://www.psbydesign.com/

Download - Creating a Culture of Service Excellence

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