2015 Corporate Customer Service - October- FINAL
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Transcript of 2015 Corporate Customer Service - October- FINAL
Tammy Healy &Bill Plessinger
Corporate Customer
Service
Corporations Behaving Badly
They that stand high have many blasts to shake them
William Shakespeare, Richard III
Service standards and behavior must change over time!
Aladdin
LITTLE MERMAID
LITTLE MERMAID
Pocohontas
Corporate cultures don't allow for any leeway, employee empowerment or independent thought
My fear is being this slow, constipated, bureaucratic company that’s happy with success.
Companies fall apart when their model is so successful that it stifles thinking that challenges it.
Mark Parker CEO, Nike
What does this mean
to us?
TheCorporate Level
TheCorporate Level
Image of a business: bigger is not better
TheCorporate Level
Image of a business: bigger is not betterControl vs. flexibility The bigger you get, the less flexible you become
ThePersonal Level
Is it in the manual?
Out-of-the-ordinary
situations pop up all the
time!
Character
Character
The wisest thing for us to do is to stay focused on
customer service
Dan Cathy, CEO
What business do
we need to be in?
Customer Service is the new
marketing
Issues of the future
Issues of the future
Concealed Carry
Issues of the future
Concealed
Transgender Issues
Issues of the future
Conceal
Transge
Financial Transactions
Issues of the future
They are probably not in
any manual!
Thoughts?Comments?
Ideas?