Outrageous Customer Service

What Drives Outrageous Service Outrageous Service Service Principles Service Culture Service Behaviors

Service Principles 1. Make Outrageous Customer Service your Vision

The vision of Southwest Airlines …is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. To Our Employees We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. The SWA Vision

CASH Box A H C S

The vision of Southwest Airlines …is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. To Our Employees We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth. Creativity and innovation are encouraged for improving the effectiveness of Southwest Airlines. Above all, Employees will be provided the same concern, respect, and caring attitude within the organization that they are expected to share externally with every Southwest Customer. The SWA Vision

Service Principles 1. Make Outrageous Customer Service your Vision 2. Hire and Train for Relational Competence

Appreciating Differences (MBTI) ENERGY WORKSTYLE GATHER INFO MAKE DECISIONS Feel Whatever Introvert Analyze Data Extrovert Structure Gut Intuition Think

1. Make Outrageous Customer Service your Vision 2. Hire and Train for Relational Competence 3.Find Out What Customers Really Want Service Principles

Southwest Airlines is a Customer Service company that happens to be in the transportation industry. The level of service you give externally will only be as good as the level you give internally. Southwest Airlines is a Customer Service company that happens to be in the transportation industry. The level of service you give externally will only be as good as the level you give internally. Customer Service Focus

1. Make Outrageous Customer Service your Vision 2. Hire and Train for Relational Competence 3.Find out What Customers Really Want 4.Create Aa Customer Service Culture Service Principles

Artifacts Values Perceptions Visible Organizational Structures Strategies, Goals, Philosophies Thoughts, Feelings and Beliefs Components of a Service Culture

FIXED, ABSOLUTE, AND EASILY MEASURED VARIABLE, RELEVANT, & SUBJECTIVE If you were King/Queen for a day, what is the one thing that you would change? COST DISTINCTION How Do You Add Value? YOU

A Culture of Care CEOSupervisor Manager Director VP EVP CEO CUSTOMER

The RATER System "RATER" The Customers Service Criteria Reliability Assurance Tangibles Empathy Responsive Personal Needs Word of MouthPast Experience External Communication Perceived Service Expected Service Perceived Service Quality

RELIABILITY -The ability to dependably and accurately provide what is promised. ASSURANCE -The knowledge displayed to customers and the ability to convey trust, competence, and confidence. TANGIBLES - The physical appearance of facilities, equipment, and staff. EMPATHY - The degree of caring and individual attention shown to customers. The warm feeling customers get when doing business with the organization. RESPONSIVE - The willingness to promptly help customers. The turnaround or response time. RELIABILITY -The ability to dependably and accurately provide what is promised. ASSURANCE -The knowledge displayed to customers and the ability to convey trust, competence, and confidence. TANGIBLES - The physical appearance of facilities, equipment, and staff. EMPATHY - The degree of caring and individual attention shown to customers. The warm feeling customers get when doing business with the organization. RESPONSIVE - The willingness to promptly help customers. The turnaround or response time. The RATER System

Perceptions Behaviors Beliefs values Influence: the art of getting someone else to do something you want done because they want to do it. --Dwight D. Eisenhower Influencing Behavior Behaviors Perceptions

What People Notice The 4 Minute Sell Research by Jane Elsa Skin Color Gender Age Appearance Facial Expression Eye Contact Body Movement Personal Space

The Basics of Communication Gestures ______% Tone ______% Words ______%

Values Perception Behavior Intentions The Relationship Trap

High Performance Leadership

Leadership and Stress STRESS DEFINED: Webster:-- Constraining force or influence. -- A physical, chemical, or emotional factor that causes bodily or mental tension and may be a factor in disease causation. Selye:-- Wear and tear. -- A nonspecific response of the body to any demand made upon it. THE DEGREE OF STRESS: Normal Stress Dis-Stress Eu-Stress

Provide clear expectations Provide the right tools Get people doing what they do best The Gallup Research

90 wpm 300 wpm 6 week speed reading course 130 wpm 1500 wpm Soar with your Strengths By Don Clifton $$

Provide clear work expectations Provide the right tools Get people doing what they do best Give frequent recognition/praise The Gallup Research

Provide clear work expectations Provide the right tools Get people doing what they do best Give frequent recognition/praise Show care and concern for employees The Gallup Research

Provide clear work expectations Provide the right tools Get people doing what they do best Give frequent recognition/praise Show care and concern for employees Encourage employee development The Gallup Research

Two Things Successful Leaders Do… LEARN TEACH

The Learning Curve SUCCESS SUCCESS TRIALS

My opinions count The mission and purpose of my company makes me feel my job is important Gallup Research Continued

My opinions count The mission and purpose of my company makes me feel my job is important There is a commitment to quality I have close friends at work My performance is evaluated often I have opportunities to grow Gallup Research Continued

1. T 2. E 3. A 4. M ( Rely on ) ( Skills & Abilities) ( Commitment ) ( Accountability ) easurement rust xpertise lignment TEAM Model

Team Motivation Task People Expertise Trust Alignment Commitment Measurement Accountability Team Motivation Relationship Buy-in Motivation

100% 0% Responsibility Victim Power/Influence Team Accountability 0%

Victim Mentality at Work

0%100% 0% Responsibility Victim Power/Influence Owner Freedom/Success Team Accountability

Team Alignment

Thank You! Jason Young LeadSmart, Inc Arapaho Road Suite Dallas, Texas toll free LeadSmart, Inc Arapaho Road Suite Dallas, Texas toll free