1. Delivering Service Excellence Presented by: Tracey Johnson-MBA-ASI Barbados Chapter National Initiative for Service Excellence ASI Convention Mexico 2014

2. Welcome Bienvenido Bienvenu

3. Objectives Plan and organise the delivery of reliable customer service Use customer information to deliver personalised service Work with others to follow plans for improving customer service Plan improvements in customer service based on customer feedback Exceed customer expectations to increase customer loyalty

4. NAME AN ORGANISATION YOU L VE

5. Branded Customer Experiences Drive Customer Loyalty Random Experience Predictable Experience Differentiated Experience Consistent Intentional Consistent Intentional Differentiated Valuable Customer Loyalty

6. Leadership Function Oversee team and frontline operations Inventory Management Attend to customers Maintain and improve worker productivity Handle internal and external conflict and resolve complaints Complete reports Maintain a safe and clean environment Leadership Purpose Inspire, lead and motivate, employees to achieve goals Use the company vision and mission to maintain team focus Be a mentor, coach, and role model Ensure common purpose Provide direction, praise, and recognition for a job well done Develop the skill and talent of their team. Leaders Service Starts With You

7. \ Questions on Service 1.How has my business changed in one, two, or three years? 2.Where will we be in two, three, or five years? Is that where we really want to be? 3.What aren’t we paying attention to? 4.What does our competition do that we don’t? 5.What happens on a daily basis? (identify successes and problems that occur-apparent problems are often just symptoms of deeper issues.)

8. Delivering Service Excellence is how well an organisation is able to CONSTANTLY and CONSISTENTLY meet and EXCEED the needs of customers by providing goods and services in a timely manner and with a sense of CARE.“ 3 Critical Elements ConstantConsistentCare

9. Service Excellence Cycle Excellent Service is: Doing what you say - keeping your promises, giving the right service at the right time, every time. Making the experience feel personal-Treating customers as individuals Going the extra mile - adding those little extra touches that make a difference Sorting out problems willingly - taking responsibility and reaching a resolution

10. Benefits of Customer Service Customer Satisfaction and Service Quality Encourages repeat business and loyalty Promotes positive word of mouth Lowers costs of attracting new customers Reduces failure costs Insulates customers from competition Can create sustainable advantage

11. Hire For Attitude Friendly Quick Efficient Knowledgeable Cooperative Poised Respectful Upbeat Positive Attitude Honest and fair Solution-oriented Passionate for Service

12. Be Intentional Live The Mission &Values Live The Mission &Values Implement Service Standards Implement Service Standards Deliver the promise to the internal and external customers Talk about service, compliment Your Team! SERVICE CULTURE

15. Walk In Your Customer’s Shoes

16. Customer Expectations……. Recognise me, Remember me, Greet and Engage me, Make me feel cared for Anticipating my needs, Deliver it in timely manner

17. The Cost of Service Total CostFinancial CostMoney Non-Financial Cost PsychologicalTime

18. Managing Service Encounters Service Encounter When customers interact directly with a service. Moment of Truth When a customer forms an opinion about the organisation’s level of service. The customer will decide to stay loyal to the organisation, or go elsewhere.

19. Recover, Even When Things Go Wrong Service Recovery is the systematic efforts by a firm after a service failure to correct a problem and retain a customer’s goodwill.

20. Communicate Positively Say What? Face-to-Face Communication -55% body language -38% tone of voice -7% words used Telephone Communications -82% tone of voice -18% words used Albert Mehrabian,Ph.D., UCLA study

21. Making The Connection Tone -Expresses feeling or emotion Voice Qualities Inflection -Emphasizing words and syllables to enhance the message Pitch -How high or deep voice sounds Rate -How many words spoken per minute Volume -How loud or soft voice sounds

22. Did you Know? 68% of the time; studies show that companies lose a customer because of an attitude of indifference on the part of the service representative….

23. Have a Great Attitude A healthy attitude is contagious, but do not wait to catch it - be a carrier.

24. If you are going to achieve excellence in big things, you develop the habit in little matters. Excellence is not an exception, it is a prevailing attitude. ~ Colin Powell ~

25. THREE TYPES OF PEOPLE Those that make things happen Those that watch things happen Those who wonder what happened Which group will you be part of?

26. Gracias Thank You Merci