Select Squared
Download as PPT, PDF0 likes325 views
1. The document discusses how outstanding organizations consistently deliver excellent customer service. 2. It provides principles for developing a culture of service excellence such as having a customer focus, personal responsibility, effective processes, leadership, communication and teamwork across departments. 3. The document recommends resources for further learning on topics like servant leadership, emotional intelligence and developing a culture of service excellence.
Select Squared
- 1. By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations consistently deliver excellent service
- 2. From EXCEL to Select 2 S S E E L L E E C C T T
- 3. The Heart of Service S _______________ S _______________
- 4. A Firm Foundation Servant vs. Slave Who comes to mind? What characteristics do they have? Photo by Never Was an Arrow II
- 5. May I get you something to drink? Rock Bottom Café – Jacob Personal responsibility Positive
- 6. The WOW Factor E _______________ E _______________
- 7. Customer Focus Who are they? What do they want? Are you sure? ABA
- 8. From “Service Excellence” “ If you can’t take care of a customer’s basic problem, at least try to take care of the mess it caused.” “ If you do enough things right, the customer is very forgiving of the things you do wrong.” “ Service excellence doesn’t require as much emotional energy as service mediocrity.” “ Doing an excellent job is a lot more satisfying than doing a mediocre job.”
- 9. Tina Turner What’s Love Got to Do With It? L _______________ L _______________
- 10. Where are the leaders? Authority vs. Power A picture is worth… Agape Encouragement Accountability Who believes in you?
- 11. Puttin’ On the Ritz E _______________ E _______________
- 12. Doing it Well Know what’s expected Have the right tools Have the freedom to do what’s necessary Photo by SD Dirk
- 13. For the Thinkers C _______________ C _______________
- 14. EQN What are the processes? Are they customer focused? Are they consistent?
- 15. Who’s Got Your Back? T _______________ T _______________ Photo by Bogdan Morar
- 16. Calling All Sports Fans No silos Laughter Communication Vital Friends Guess who?
- 17. City Slickers
- 18. Additional Resources Lip Service by Hal Becker QBQ by John G. Miller The Servant by James Hunter Service Excellence by Price Pritchett www.SimpleTruths.com Vital Friends by Tom Rath
- 19. Cheryl Smith, IOM President Cheryl at culturesmithconsulting dot com www.culturesmithconsulting.com
Editor's Notes
- #4: QBQ – Coke story – Rock Bottom café in Minneapolis.
- #7: When is the last time you were really wowed with great customer service? Tiffany’s Chic-Fil-A (Morgan) Forest Dental
- #11: divine, unconditional, self-sacrificing, active, volitional, and thoughtful love
- #12: Two days of training, just on how to be a lady or gentleman. Front line employees authorized to spend $2K, managers $5K.
- #13: What tools do you have/need? When have you felt empowered? Do you know what is expected of you? Do you know what good service looks like for your job? (Customer Service Standards.)
- #15: Forest Dental
- #17: The goal is for everyone to make the customer happy, regardless of role, position or department. Vital Friends – who do you trust? Why? What’s one challenge you’ve faced this week or this month or this year? What’s one success?