Service Quality PowerPoint Presentation Slides
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The document outlines a comprehensive approach to achieving service excellence within an organization, emphasizing the importance of internal and external perspectives on service quality. It includes key statistics on customer expectations and competitive differentiation, as well as a structured framework and six principles for delivering exceptional service. Additionally, it provides actionable steps and strategies for engaging clients, fostering relationships, and creating a culture of service excellence.
Service Quality PowerPoint Presentation Slides
- 2. Service Excellence Outline This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2 Service excellence step by step process Service excellence internal and external perspective Service excellence key statistics Service excellence Introduction Six pillars of Service excellence Service Excellence model Roadmap towards sales & service excellence Service excellence steps overview Service excellence steps in details analysis Tips for service excellence Service excellence framework Six Principles of Service excellence
- 3. Service Excellence Introduction This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Introduction Service Excellence is aligning the quality of our services and environment with the excellence of our academic programs. Your Text Here Your Text Here 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. Your Text Here It also creates a system to recognize those who provide excellent service. 3
- 4. Excellent Service Is….. 4 This slide is 100% editable. Adapt it to your needs and capture your audience's attention Customer Perception ▪ Your Text Here ▪ Your Text Here ▪ Your Text Here Customer Expectation ▪ Your Text Here ▪ Your Text Here ▪ Your Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention
- 5. 5 Service Excellence Key Statistics 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% 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% Competitive Differentiation % of organization see that customer service will be the top source of competitive differentiation in the next three years 50% This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 6. Service Excellence Pledge Coming Together 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 Highest Quality 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 Execute your Requirement 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 Understand your Business This slide is 100% editable. Adapt it to your needs and capture your audience's attention Service Excellence Step By Step Process 6
- 7. Service Excellence Internal and External Perspective Company Results Service Excellence External Perspective Excellent Service Quality Customer Delight Customer Loyalty Internal Perspective Excellent Work Quality & Environment Employee Engagement Employee Loyalty This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 7
- 8. Principles Six Principles of Service Excellence Senior Leadership Alignment & Accountability Vision&Mission Statement 1 Business Objective 2 Service Standards 3 Intervention& LearningStrategy 4 Organizational Alignment 5 Measurement& Leadership Accountable 6 8
- 9. Service Excellence Framework Processes Processes Stakeholder Look through the “LENS OF THE STAKEHOLDER” “Easy to do Business” Examine significant processes and focus on the steps, from the stakeholder’s viewpoint Service Delivery “Create a WOW” Exceed the stakeholder’s expectations through your behaviors Service Environment “Everything Speaks” Pay attention to how things look, sound and feel with respect to the physical environment This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 9
- 10. Six Pillars of Service Excellence This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Action ▪ Text Here ▪ Text Here ▪ Text Here Interest ▪ Text Here ▪ Text Here ▪ Text Here Verbal Language ▪ Text Here ▪ Text Here ▪ Text Here Body Language ▪ Text Here ▪ Text Here ▪ Text Here Attitude ▪ Text Here ▪ Text Here ▪ Text Here Tone of Voice ▪ Text Here ▪ Text Here ▪ Text Here Pillars of Customer Service Excellence 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. 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. RoadmaptowardsSales &ServiceExcellence 12
- 13. 13 Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention Educate 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 Validate 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 Support This slide is 100% editable. Adapt it to your needs and capture your audience's attention Service Excellence Steps Overview
- 14. 14 ▪ 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 Service Excellence Steps
- 15. 15 ▪ 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 ▪ 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 ▪ 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 Service Excellence Steps
- 16. 16 Service Excellence Steps ▪ 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 ▪ 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
- 17. 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 Tips for Service Excellence 17
- 18. Service Quality Icon Slide 18
- 20. Pie Chart 10% 25% 45% 20% 1. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 4. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 3. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 20
- 21. Clustered Bar Chart 0 20 40 60 80 100 2014 2015 2016 2017 2018 1. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 2. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 3. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 4. Product This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. 21
- 22. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Value This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission Our Mission 22
- 23. 23 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. About Us
- 24. Financial 65% 75% 95% Minimum Medium Maximum 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. 24
- 25. John Max CEO This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Marry Graves Financial Advisor This slide is 100% editable. Adapt it to your needs and capture your audience's attention. William Sam Web Designer This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Anny Hike Manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 25 MeetOur AwesomeTeam
- 26. Our Target 01 02 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Success This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Awareness 26
- 27. Location 40% Canada This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 80% Africa This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% Russia This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 20% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 27
- 28. Timeline Text Here 2017 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2018 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 2016 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 28
- 29. 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 29
- 30. Bulb or Idea This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text 04 Text 02 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text 01 Text 03 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30
- 31. 31 Email Address: emailaddress123@gmail.com Contact Numbers: 0123456789 Address: # street number, city, state Thank You For Watching !