Chapter 14, Chapter 1 and accompanying information

 Plan  Organize  Direct and Lead  Control  We’ll apply to customer service directly

Managers must plan  Accomplish work with and through the efforts of other people  Have a clear vision of the importance of customer loyalty  Articulate a customer-driven vision and strategy  Invite customer and employee participation in crafting the vision

Good managers organize a work team to  Assign responsibilities  Give employees authority to successfully do their work  Reduce potential systems problems

Good managers lead and motivate people to enable an organization to achieve its objectives by  Giving employees direction  Generating motivational energy  Providing needed resources

Good managers shape the corporate culture through  Shared sense of vision  Clear value system  Creating heroes  Rites and rituals

Good managers control by  Comparing actual results against expected results  Simply asking how it is going can dramatically increase improvement  Identifying deviations from the original plan

When employees are empowered to take initiative on behalf of customers, everyone wins

 Healthy relationships: Key to business and personal success  Relationships with customers can become partnerships  Satisfied customers lead to success  No one succeeds without loyal customers  Positive word of mouth gets and keeps customers  …lost customers = loss in $$, jobs, entity

 Ignoring customers  Unmet promises  Incomprehensible customer service people  Jargon instead of answers

Key Exceed… Consistently… Long Term…

 Ongoing relationships  Service intimacy  Generosity, trust  Share joint purpose  Speak truth with compassion and care  Pursue equality with grace

..\Videos\Hotel Customer Serivce.mp4..\Videos\Hotel Customer Serivce.mp4  Points from the video?  Characteristics of companies that practice ECS

 Leaders develop specific strategies and plans to achieve ECS  Everyone in the organization has an understanding of ECS.  Work to embrace ECS at all levels

Culture that empowers the organization to  strategize its promises  design its processes  select and design service processes with active participation of customers and employees  engage its people in a proactive quest for competitive advantage  build on collective leadership efforts to benefit from the organization’s human resources ..\Videos\Best Buy Customer Service Secret Shopper.mp4..\Videos\Best Buy Customer Service Secret Shopper.mp4

PROMISE PROCESS PEOPLE SERVICE LEADERSHIP Strategic Management Human Recourse Management Service Management PROMISE PROCESS PEOPLE SERVICE LEADERSHIP Strategic Management Human Resource Management Service Management

 The most appropriate leader is one who can lead others to lead themselves.  Leaders become great by tapping into or releasing the potential and abilities of others.  Sounds simple…why do some leaders succeed and others fail?

Employees must assume an active role based on  intrinsic motivation for decision making  shared responsibilities  integration for problem solving Benefits of empowerment?

 Makes customer satisfaction/loyalty key strategic goal  Trains all employees to use behaviors that make customer feel important  Translates slogans into actions that convey caring to customers