1. Creating a Culture of Service Excellence
Presented to
CMU Global Campus By
Teri Yanovitch
September 30, 2015

2. Why Do Customers Leave? ____ Influenced by a friend ____ Poor Service
____ Unhappy with product
____ Lured away by competition
____ Move away
____ Die 9%
68%
14% 5% 3% 1%

4. Why Does Retention Matter
Prestige, image and brand
Social, moral and ethical reasons
Financial viability

5. Experience
Product

6. Education Leaders recognize the “student experience” is the new competitive battleground

8. “Inculturating” Service Excellence

9. Who are your customers?

10. Internal Service

11. External Service

12. The Service Experience
Processes
Lens of Student
Service
Environment
Service
Delivery
Student/
Customer

13. Lens of the Student/Customer
Identify with the emotions first, then meet the needs.

14. Service Map/Touchpoint Opportunities
Mediocre:
Excellent:

15. Service Map Process: Purchase at Book Store Browse thru shop1 2 3
Browse
thru shop
Enter Book
Store
Ask for book to
purchase 6 5 4
Receive
change and/or receipt
Wait in line
at register
Pay employee 7 8

16. The Service Experience
“Everything Speaks”
Processes
Service
Environment
Student/
Customer
Service
Delivery 14

21. Everything Speaks
ENHANCERS
DETRACTORS

22. The Service Experience
“Create a WOW”
Processes
Service
Environment
Student/
Customer
Service
Delivery 20

23. Create a WOW Treat students/customers as individuals
It’s all in the details
Consistency builds TRUST

24. The Service Experience
Processes
Service
Environment
Service
Delivery
Student/
Customer
“Make Easy to do
Business” 23

25. “We are what we do repeatedly; therefore,
excellence is not an act, but a habit.”
Aristotle

26. Creating a Culture of Service Excellence
Presented to
CMU Global Campus By
Teri Yanovitch
September 30, 2015