How to create a customer service culture change
Download as PPTX, PDF3 likes1,461 views
This document discusses customer service and business success. It addresses common excuses for poor customer service, such as lack of skills, inability to connect jobs to company success, and poor hiring standards. The document advocates structuring customer service around skills, style, systems, staff, strategy, and shared values. It promotes empowering front-line staff, focusing on customer awareness, and celebrating successes. Regular reviews of metrics and human interactions are presented as keys to assessing and improving customer service culture. Persistence and a compelling vision are highlighted as important for executing effective customer service.
![act
[ the world is changing ]](https://image.slidesharecdn.com/customerserviceculturechangejune2014-140628020335-phpapp01/85/How-to-create-a-customer-service-culture-change-5-320.jpg)
How to create a customer service culture change
- 4. WILL FAIL… Lewis & Dart 2012 – New Rules of Retail
- 5. act [ the world is changing ]
- 6. • Richest in the World • Largest Military • Center of world business and finance • Strongest education system • World center of innovation and invention • Currency the world standard of value • Highest standard of living Name this country…
- 7. England…
- 8. In 1900
- 10. two forces colliding DIGITAL CULTURAL
- 11. 20 years in tech… 1990 2010
- 13. BUSINESSES FAIL FOR ONE PRIMARY REASON WHAT?
- 14. WHY THIS TOPIC?
- 16. THE MILLION DOLLAR QUESTION Why do you think customer service is an ongoing challenge? …this leads us to
- 17. ASK 100 … Our business is unique In our industry it is hard to find people who care We can’t afford to pay enough to get quality people Younger generation does not care We are understaffed JR DiJulius
- 18. WHEN IN FACT… Lack of service aptitude Lack of skills Inability to connect their job to the success of the company Poor hiring standards Not letting employees have input Failure to implement consistently JR DiJulius
- 19. Let me explain…
- 20. 62% of doctors don’t follow the hand washing protocol in hospitals
- 21. RFQRIF MAKF TUFB QWN MFANLNC
- 22. THE 10 MILLION DOLLAR QUESTION How does your customer service stack up? I.e.: WHO THINKS THEY DELIVER GOOD CUSTOMER SERVICE?
- 23. THINK DELIVER Bain & Co Survey of 362 companies THE FACT IS…
- 24. the frog at the bottom of the well… thinks the world is a blue pie
- 26. FIXING THE CUSTOMER SERVICE What would you do to fix it?
- 27. WHAT IS CUSTOMER SERVICE?
- 29. an outcome…
- 31. WHAT IS CULTURE?
- 32. IT’S THE DNA OF BUSINESS… Skills Style SystemsStructure Staff Strategy Shared Values
- 34. PLAN Compelling Vision Viable Business Model SYSTEMATISE ASSESS Relevant Monitoring Regular Review HumanInteractions
- 35. Actual results…
- 36. Actual results…
- 37. STRUCTURE Retail Manager responsible for all aspects of performance (Owner stepped away) Category Champions Substitute identified in advance to maintain consistency Build on Strengths: Skills Matched (e.g. social) SYSTEMS Morning Huddle/ Daily Hero Customer Learning (Feedback on weekly focus) Whiteboard: Weekly Topics (State of Origin) Scorecard: Process Goal (& Feedback) STYLE Empowerment: Engagement via intra-departmental (horizontal) comms Daily Conversations: Direct, Immediate & Transparent Celebrate Successes Manager Authoritarian Collaborative/ Coaching
- 38. SKILLS Ask don’t tell (Socratic technique) Customer Awareness (before sales process) Listening Merchandising Approach (overcoming fear) STRATEGY Clinical Value: Customer as Patient Source Product Experts: For Customers Adjacencies: Re-Layout Ticketing Redux Supply Chain Relationships Weekly product strategy / Product-a-day STAFF Regular rosters Recruit for attitude
- 39. The diJulius Model What’s the Secret to providing World-Class Customer Service (Wiley, 2009) Skills Style SystemsStructure Staff Strategy Shared Values
- 42. TWO PRACTICAL TIPS TO EXECUTE
- 43. push v pull…
- 45. My dad says persistence is the key to success. So I am going to keep giving you the same wrong answer until it becomes the right answer.
- 48. dennis@ganador.com.au 0411 030 436 Dr Dennis Price