AGENDA u AN OVERVIEW OF CUSTOMER SERVICE u VISION AND MISSION u CORE COMPETENCIES u SUCCESS FACTORS u OBJECTIVES & STRATEGIES u CULTURE u VALUE STATEMENT AND CODE OF ETHICS u CUSTOMER SERVICE STANDARDS

THE PROCESS OF CUSTOMER SERVICE VISION MISSION CORE COMP STRATEGIES OBJECTIVES VALUES IMPLEMENTATION EVALUATION CULTURE CULTURE STRATEGIC LEADERSHIP

WHAT IS A VISION AND MISSION? u A VISION IS MANAGEMENT’S VIEW OF THE KIND OF COMPANY IT IS TRYING TO CREATE. IT IS THE BIG PICTURE OF WHO WE ARE AND WHERE ARE WE GOING. u A MISSION STATEMENT DEFINES THE PURPOSE OF THE ORGANIZATION. ANSWERS QUESTIONS SUCH AS WHO WE ARE, WHAT WE ARE HERE FOR AND WHERE ARE WE GOING. IT IS THE PRESENT STATE OF THE ORGANIZATION.

HOW DO WE HAVE A WELL CONCEIVED STRATEGIC VISION AND MISSION? u WE MUST UNDERSTAND WHAT BUSINESS WE ARE IN u COMMUNICATE THE VISION IN WAYS THAT ARE CLEAR, EXCITING, AND INSPIRING u DECIDING WHEN TO ALTER THE COMPANIES STRATEGIC COURSE AND CHANGE ITS MISSION

Example CAMPUS DINING VISION u AN ORGANIZATION BASED ON A TEAM EFFORT THAT REWARDS EXCELLENCE u A PLACE WHERE EMPLOYEES ARE RESPECTED AND WANT TO WORK u AN ORGANIZATION THAT THRIVES ON INNOVATION AND CALCULATED RISK TAKING u A PLACE WHERE ONLY THE BEST PEOPLE WORK AND WANT TO DO THEIR BEST u AN ORGANIZATION BASED ON SOUND BUSINESS SENSE AND INTEGRITY u AN OPERATION THAT WILL MAXIMIZE PROFITS WHILE MAINTAINING LONG-TERM GROWTH AND PROSPERITY u AN OPERATION DRIVEN BY CUSTOMER SERVICE STANDARDS AND FOCUS

Example CAMPUS DINING MISSION u TO BE AN INTEGRAL PARTNER WITH EMORY BY PROVIDING EXCELLENT CUSTOMER SERVICE IN A PROGRESSIVE, INNOVATIVE AND CHALLENGING ENVIRONMENT. WE STRIVE TO EXCEED THE CLIENTS EXPECTATIONS IN SERVICE, ATTITUDE, QUALITY, AND CLEANLINESS. WE ENDEAVOR TO PROVIDE AN ENRICHING AND REWARDING WORK EXPERIENCE FOR OUR EMPLOYEES IN AN ACHIEVEMENT BASED HIGH PERFORMANCE CULTURE.

WHAT ARE CORE COMPETENCIES u A CORE COMPETENCE IS SOMETHING A COMPANY DOSE ESPECIALLY WELL IN COMPARISON TO ITS COMPETITORS THEY ARE KEY TO OUR SUCCESS u BUILDING CORE COMPETENCIES GIVES US A COMPETITIVE ADVANTAGE

CORE COMPETENCIES u MANAGEMENT AND STAFF DEVELOPMENT u QUALITY FOOD u OUTSTANDING SERVICE u TOP NOTCH CATERING u MAINTAIN LOW COST u CLIENT RELATIONS u CUTTING EDGE INNOVATIONS

WHAT IS A STRATEGY u STRATEGY IS HOW TO ACHIEVE THE OBJECTIVE. THE OBJECTIVES ARE THE “ENDS” WHILE STRATEGIES ARE THE “MEANS”

SETTING OBJECTIVES u OBJECTIVES CONVERTS THE VISION INTO TARGETED OUTCOMES AND PERFORMANCE MILESTONES u MUST BE QUANTIFIABLE u TIME SPECIFIC u ACHIEVABLE u WHO IS RESPONSIBLE

KINDS OF OBJECTIVES TWO KEY TYPES u FINANCIAL PERFORMANCE u STRATEGIC PERFORMANCE

OBJECTIVES u LONG RANGE LONGER THAN A YEAR START NOW FOR THE FUTURE HOW TODAY DECISION EFFECTS THE FUTURE u SHORT TERM A YEAR OR LESS IMMEDIATE RESULTS TO BE ACHIEVED IT’S THE SPEED AND LEVEL OF PERFORMANCE OF THE ORGANIZATION TODAY

HOW TO MAKE A STRATEGY SUCCESSFUL u PUT TOGETHER A STRONG MANAGEMENT TEAM WITH THE RIGHT CHEMISTRY u BUILDING CORE COMPETENCIES u ORGANIZATIONAL CAPABILITIES u A CULTURE THAT SUPPORTS STRATEGIES u LEADERSHIP DIRECTION u IMPLEMENTATION - HOW TO EXECUTE STRATEGY u MUST BE INCLUSIVE

CULTURE - WHAT IS IT? u CORPORATE CULTURE REFERS TO A COMPANY’S VALUES, BELIEFS, TRADITIONS, OPERATING STYLE, AND INTERNAL WORK ENVIRONMENT

HOW DO BUILD A SUPPORTIVE CULTURE? LEADERSHIP u MODELING u MOTIVATING u SHOWING RESPECT u INSIST ON EXCELLENCE u MBWA u COMMUNICATE THE VISION u INVOLVEMENT u SHOW IMPORTANCE IN WORK u SET EXPECTATIONS u TEACH AND COACH u BUILD GROUP PRIDE u GOOD ATTITUDE u HIGH ENERGY u NEVER GIVE UP u BE PROFESSIONAL u RECOGNIZE GOOD WORK u STRESS RELATIONSHIPS, VALUES AND COMMITMENT u SHARE INFORMATION

SUPPORTIVE CULTURE u STRONG LEADERSHIP u LONG TERM COMMITMENT u A REAL CONCERN FOR CUSTOMERS AND EMPLOYEES u STRATEGY AND CULTURE MUST WORK TOGETHER IN ORDER FOR THE STRATEGY TO BE SUCCESSFUL AFTER ALL IT’S NOT MAGIC!

OUR CULTURE... uPuPROACTIVE AND ADAPTIVE uRuRESULTS ORIENTED THAT INSPIRES PEOPLE TO DO THEIR BEST uHuHIGH PERFORMANCE uEuETHICAL STANDARDS AND VALUES uCuCUSTOMER FOCUSED uTuTEAM ENVIRONMENT

Example VALUE STATEMENT AND CODE OF ETHICS VALUES u CUSTOMER SERVICE #1 PRIORITY u WE ARE COMMITTED TO QUALITY u WE ARE COMMITTED TO INNOVATION u WE RESPECT EACH OTHER u WE TREAT OUR PEOPLE FAIRLY CODE OF ETHICS u HONESTY u FAIR TO OUR CUSTOMERS u USE COMPANY ASSETS WISELY u PROPER ACCOUNTING PRACTICES u AVOID CONFLICTS OF INTEREST

CUSTOMER SERVICE STANDARDS WHY IS IT IMPORTANT? u WE ARE HERE FOR THIS REASON u IT IS A CORE COMPETENCY u GIVES US PRIDE IN OURSELVES u WILL MAKE US THE BEST u CUSTOMER FRIENDLY EMPLOYEES ARE EMPLOYEE FRIENDLY EMPLOYEES AND GOOD TEAM PLAYERS u HELPS INCREASE SALES u MORE SALES =MORE EMPLOYEES AND BETTER PAY INCREASES u GIVE US PRIDE IN THE ORGANIZATION AND A SENSE THAT WE ARE MAKING A DIFFERENCE u WE ALL HOLD THE KEY TO GREAT CUSTOMER SERVICE!!

HOW DO WE GIVE GREAT CUSTOMER SERVICE? WORLD CLASS SERVICE u GREET, SMILE, EYE CONTACT, THANK YOU u SOLVE CUSTOMER COMPLAINTS LAST u L ISTEN TO THE COMPLAINT u A POLOGIZE FOR THE PROBLEM u S OLVE THE PROBLEM u T HANK THE CUSTOMER

CUSTOMER SERVICE u WCS-LIVE IT! u LAST u NO ROOM FOR AVERAGE SERVICE u “DEVELOP THE BEST AND GET RID OF THE REST!” u HIRE THE RIGHT PEOPLE u MAINTAIN THE STANDARD u HIGH ENERGY u COMMITMENT

HOW DO WE GIVE GREAT CUSTOMER SERVICE? u TEAM EFFORT u TEAM MEMBER DRIVEN u TEAM MEMBER EMPOWERMENT u TEAM MEMBER FOCUS u TEAM MEMBER MONITORED u TEAM MEMBERS MAKE THE DIFFERENCE u HOW GOOD CAN WE GET??

CUSTOMER SERVICE u REMEMBER ITS CULTURE BASED u IT’S A PROCESS u IT TAKES TIME u IT STARTS WITH A VISION AND ENDS IN THE EVALUATIONAL PROCESS u LEADERSHIP BASED u YOU MUST LIVE CUSTOMER SERVICE!

THE PROCESS OF CUSTOMER SERVICE VISION MISSION CORE COMP STRATEGIES OBJECTIVES VALUES IMPLEMENTATION EVALUATION CULTURE CULTURE STRATEGIC LEADERSHIP

THANK YOU FOR YOUR TIME AND REMEMBER GREAT CUSTOMER SERVICE IS THE KEY TO YOUR SUCCESS!!