Service Excellence Powerpoint Presentation Slides
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The document outlines a comprehensive approach to service excellence, highlighting key principles, pillars, and statistics that inform customer service strategies. It details a step-by-step process for achieving service excellence, emphasizing the importance of customer experience and organizational alignment. Various models and frameworks are introduced to guide organizations in creating a culture of service excellence, ultimately aimed at enhancing customer loyalty and satisfaction.
Service Excellence Powerpoint Presentation Slides
- 2. Service Excellence Outline Service Excellence Introduction Six Principles of Service Excellence Service Excellence Step by Step process Service Excellence Key Statistics Six Pillars of Service Excellence Service Excellence Framework Tips for Service Excellence Service Excellence Model Service Excellence Internal and External perspective Roadmap towards Sales & Service Excellence Service Excellence Steps Overview Service Excellence Steps in details analysis This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2
- 3. Excellent service is when the experiences are surpassed and when customers feel that they have received that little unexpected extra in the shape of extra effort. It also creates a system to recognize those who provide excellent service. Text Here Service Excellence is aligning the quality of our services and environment with the excellence of our academic programs. Text Here Text Here Service Excellence Introduction 3
- 4. Excellent Service is…. Customer Perception Customer Expectation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 4
- 5. Service Excellence Key Statistics 5 Competitive Differentiation % of organization see that customer service will be the top source of competitive differentiation in the next three years 50 Customer Importance % of buyers would pay more for a better customer experience 76 Disconnected Systems % of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces, and multiple applications. 42 Omni-Channel Availability Only 10% of businesses can provide seamless hand-off between channels. Others are unable to support an omni-channel customer journey 10 This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 6. Service Excellence Step by Step Process SERVICE EXCELLENCE PLEDGE Coming Together This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Understand Your Business This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Stay in Touch This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Execute Your Requirement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Available 24x7 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Highest Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Transparency This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 6
- 7. Service Excellence Internal and External Perspective External Perspective Internal Perspective Service Excellence Excellent Service Quality Excellent Work Quality & Environment Customer Delight Employee Engagement Customer Loyalty Employee Loyalty Company Results This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 7
- 8. Six Principles of Service Excellence Principles Senior Leadership Alignment & Accountability 2 Business Objective 1 Vision & Mission Statement Organizational Alignment 5 6 Measurement & Leadership Accountable Intervention & Learning Strategy 4 3 Service Standards This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 8
- 9. Service Excellence Framework “Everything Speaks” Pay attention to how things look, sound and feel with respect to the physical environment “Easy to do Business” Examine significant processes and focus on the steps, from the stakeholder’s viewpoint “Create a WOW” Exceed the stakeholder’s expectations through your behaviors Processes Processes Stakeholder Look through the “LENS OF THE STAKEHOLDER” Service Delivery Service Environment This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 9
- 10. Six Pillars of Service Excellence Pillars of Customer Service Excellence Action This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Interest This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Verbal Language This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Body Language This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Attitude This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Tone of Voice This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 10
- 11. Service Excellence Model 11 Establish a Culture of Service Excellence Are we there yet? How do we get there? Communicate Service Excellence Measure Service Excellence Evaluate Service Excellence Strategy Build Capacity in the Organisation Where are we now? Where do we want to be? Assess the Current State Establish Service Excellence Standard Develop a Service Excellence Strategy Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 12. Roadmap Towards Sales & Service Excellence STRATEGISE Key Service Thrust SETTING Service Standards @ KRAs TRACKING Service Standards DEVELOPING PEOPLE Training & Coaching ENHANCING PROCESS Process Innovation & Enhancement Leadership Development Mystery Shopping (Organisation) Mystery Shopping (Competitors) Customer Satisfaction Survey Customer Perception Index Sales & Service Training (Mindset & Skills) Performance Coaching Data & Analysis Training Benchmarking Visits This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 12
- 13. Service Excellence Steps Overview Educate This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Respect This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Inspire This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Validate This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 13
- 14. Service Excellence Steps • The main reason a client comes to a company is because they need support from experts to accomplish a goal. • We create systems and roadmaps so our clients know what to expect and are informed about our service and process. • We also ensure that our clients know our team and who their point of contact is for questions, requests, and comments. Support • Education is key to building a thriving relationship between service organizations and their clients. • Client education can come in many shapes and sizes but some opportunities we rely on include our quarterly magazine, weekly blog posts, monthly teleseminars, periodic webinars, annual summits or conferences. Educate 14
- 15. Service Excellence Steps • Respect in business means just as much to the service provider as it does to the client. • Building mutual trust and respect enables both parties to forge a strong bond and open dialogue to work toward a mutually beneficial result • Treating each client with consideration, care, and commitment shows how much you value their support Respect • Validation for a business is knowing that your clients are satisfied, that the work delivered was quality, and that they ultimately made the right choice. • By creating and maintaining confidence from your clients, you are reinforcing the values and services that were sold to them Validate • Inspiration comes in many forms, but is always an underlying factor in the investment of a client, both in time and finances. • To build partnerships, an organization must offer insight, direction, advice, and solutions, all of which are rooted in the client’s specific goals Inspire 15
- 16. Service Excellence Steps 16 • Some of the ways you can build community around your product or company is to enable your clients to communicate with you and other clients. • Some of the most exciting stories of experience come from one client sharing their successes with another; this dialogue is priceless • In order to cultivate your client base, commit to creating opportunities both in a live sense and online, that offer interaction, sharing, and general dialogue Cultivate • One of the most critical steps to creating world-class customer service is to engage with your client base through a variety of means. • Initiating conversation is the base principle of engagement, but the sophisticated methods to open dialogue go beyond phone calls and emails. • Every opportunity you have to touch or connect with your clients enables you to show how much you value them, and not just their business, but their support and feedback Engage
- 17. Tips for Service Excellence 1 Be Confident, Polite and Friendly This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Always Make Direct Eye Contact With the Customer This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 3 Look Smart This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 4 Have a Good Telephone Manner This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 5 Keep a Clear Record of Customer Requests This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 17
- 18. Bar Chart 0 10 20 30 40 50 60 70 80 90 100 FY' 13 FY' 14 FY' 15 FY' 16 FY' 17 FY' 18 Sales in Percentage(%) Product 01 Product 02 This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 18
- 19. Scatter Bubble Chart 12 10 30 50 48 43 25 23 $0.00 $10.00 $20.00 $30.00 $40.00 $50.00 $60.00 0% 10% 20% 30% 40% 50% 5% 15% 20% 22% 32% 40% 46% 35% In price This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Product 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Product 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 19
- 21. 21 Our Mission Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 22. 22 Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Designation This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Name Here Our Team
- 23. 23 About us Value Client This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Preferred by Many This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Target Audiences This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 24. 24 It’s not just about being better. It’s about being different. You need to give people a reason to choose your business. -Tom Abbott Quotes
- 25. Financial This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Minimum 60% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Medium 75% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Maximum 85% 25
- 26. Goal 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal 03 Goal 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Our Goal 26
- 27. 27 Comparison 93% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 92%
- 28. 28 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 4 Apr 2015 8 May 2016 6 Jun 2017 10 Jul 2018 18 Jan 2019 Timeline
- 29. 29 Mind Map This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03
- 30. Our Target This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03 30
- 31. Venn This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 31
- 32. Thank You Address: # street number, city, state Contact Numbers: 0123456789 Email Address: emailaddress123@gmail.Com 32