Customer Service Mayo - Media Support
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Transcript of Customer Service Mayo - Media Support
Focusing on the Fundamentals of Service Excellence
A few good quotes…
• “We are not in the coffee business serving people… we are in the people business serving coffee.” Howard Schultz, CEO – Starbucks
• “We took our eye off the ball and it damn near put us out of business. We forgot that the customer pays ALL the bills. We are here to serve them, help them, support them. Not keeping that at the front of our minds almost cost us everything.” Lou Gerstner, CEO - IBM
• “The very future of our company hinges on our ability to understand and serve our customers better than any other firm. It is all about customer service, the products are actually secondary.” Jeff Immelt, CEO – GE
• “The only critic whose opinion counts, is the customer” – Mark Twain
T + C x ECF = Success
A Culture of Innovation
Continuous Incremental
Improvements
High-Performance Teamwork
FDA
Kaizen
High-Performance Teamwork
Focus Discipline Action
VERY High Expectations
MOTVOC
Extreme Customer Focus
Moments of Truth
Voice of the Customer
Fundamental Customer Expectations
• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)
• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)
• Empathy: The degree of caring and individual attention provided to customers. (Concern)
• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)
• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)
The Five Levels of Customer Service
I don’t really care
Why try harder
Good enough is good enough
That’s nice
Holy shit – you guys are awesome!!!!!
How do the Best Companies Deliver Superior Customer Service?
• From a study of more than 3,000 companies — narrowed down to the top 101 companies that profit from customer care — here are the top five factors that were the fundament tactics used to build and manage extraordinary levels of customer satisfaction and loyalty.
They listen to, understand, and respond (often in unique and creative ways) to the evolving needs and constantly shifting expectations of their customers. (VOC)
Extreme Customer Focus
They establish a clear vision of what superior service is, communicate that vision to employees at all levels, and ensure that service quality is personally and positively important to everyone in the organization..
Shared Customer Service Credo
They establish concrete standards of service quality and regularly measure themselves against those standards, guarding against the “acceptable error” mindset by establishing as their goal 100% customer satisfaction performance.
Clear Standards + Accountability
They hire the best people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of the customers, whether inside or outside the organization.
Customer Focused Employees
They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the success of employees who go “one step beyond” for their customers.
Deal decisively with mediocrity
Reward and Celebrate Success…
Understanding the Customer-driven Company
• Create a customer-focused Vision• Flood the organization with VOC• Become an expert on delivering
superior customer service• Turn your employees into customer
service champions• Destroy any barriers to superior
service performance• Measure, measure, measure• Walk the talk
Charlie Trotter’s
Hire for Desire
Teamwork: NP
Communication
Highest Standards
Innovation
Truly Delight Customers
Workshop 1 – 10
• Extreme Customer Focus• Shared Customer Service Credo• Clear Standards and Measures• 100% Accountability• Customer Focused Employees• Celebrate Success• Deal Decisively with Mediocrity