CUSTOMER SERVICE & ORGANISATIONAL BEHAVIOUR

Service-AbilityCreate a Customer Centric Culture & Achieve Competitive Advantage

CUSTOMER SERVICE & ORGANISATIONAL

BEHAVIOURTuesday 12 March 2013

Robert Walters, 11 Slingsby Place, St Martin's Courtyard, London, WC2E 9AB

KEVIN ROBSON DipM MBA FCIM

Author: ‘Service-Ability: Create a Customer Centric Culture and

Achieve Competitive Advantage

http://service-ability.com @[email protected]


79% of GDP is services of one kind or another




Manufacturing 30% more efficient than 1980s


£53Bn contribution to the Exchequer


6% of all corporation tax receipts


"I considered him easily my best customer; he was easily my favourite. He trusted me, I think, even though we had known each other for only four months. And here I was selling him something I probably would not touch with a barge pole if there hadn't been such glory in it for me. I knew it was awful. But I feel much worse about it now than I did at the time. After thinking it over for maybe a minute, he bought $86 million dollars of Olympia and Yorks."




“We don’t offer bonuses, but the size of your desk will be adjusted quarterly”


Trust in your leaders. This is vertical trust and it derives from the senior management exercising leadership that is trustworthy, supporting, facilitating and encouraging of the individual’s efforts: backing decisions made by employees who operate with initiative in customers’ interests.

Trust in your co-workers (colleagues). This is horizontal trust across the organization between co-workers, acting in a collegiate way: co-operating, respecting and supporting one another; working together in a common bond of purpose: involved with one another and focusing on things that need doing rather than on things to be avoided. Doing the right thing rather than doing things right according to the rules; and always acting in customers’ interests

Pride in the job: the desire to do things properly and well. This is the result of the personal self-confidence that comes from an employee being well fitted to the job by intelligent recruitment, being appropriately motivated and personally developed through training and meaningful, ongoing support to achieve a high degree of professionalism.

Belief in the cause by the employee: in the mission, vision and, above all, the values of the organization as well as the value to the customer of the product or service being delivered, that leads to engagement with the organization and the customer.



Thank you!http://[email protected]

“Everyone with customers needs to read this!”Dave Carroll, author of 'United Breaks Guitars’

"... timely, thoughtful and important” Sir Ian Gibson, Chairman Morrison PLC

“... essential for managers & marketers whatever their industry sector”

Anne Godfrey, CEO, The Chartered Institute of Marketing

"... right on the button!” John Timpson, Chairman, Timpson Ltd.


CUSTOMER SERVICE & ORGANISATIONAL BEHAVIOUR

Business

Transcript of CUSTOMER SERVICE & ORGANISATIONAL BEHAVIOUR