SUPERIOR Customer Servicewhat differentiates you from the rest

Reflect

Serving Customer

NeedsPROFITABLY

Point specific to services

Service Dimensions

Human

HiddenTask

Finding Common Ground

• Within your individual groups, find something common to all.

• Make a note of all that is common.• One member from each group to read out the common

factors.

Total time for discussion: 7 minutesDebrief: 5 minutes

Customer needs are constantly changing

Year 1 Year 2 Year 3 Year 40

0.51

1.52

2.53

3.54

4.5

Customer Demand Customer Service New Service Level

Group Activity

• How has the customer’s expectation changed in the last one year?

• What have we as a company or a CS team done to keep up with these expectations?

• What are the gaps that we see that still need to be filled?

Time: 10 minutesDebrief: 5 minutes

Excellence in Business

EXCELLENCE

Products

Logistics

Customer Service Mindset

Relationships

Self assessment, a reality check

• Please take the survey provided separately• Once complete, share some of the areas that you feel

concerned about with your partner

Service Mindset

Clarity

Signaling

Consistency

Cultivating a Customer Service Mindset

WhyHow

What

Case Study

From Customers to Raving Fans!

• Do you rave about anything or anyone? It could be a sports team, a brand, an airline, and so on.

• Select that which you rave about and elicit characteristics of that team/brand/person!

• List the top 5 reasons for this, flipchart it!• Can these be emulated in our business, and can we be a

team that others rave about?

10 minutes for discussions5 minutes to debrief

7 highly effective customer service habits

• Believe in your company and the service you provide• Understands what the customer says - explicit and

implicit. • Go the extra mile• Every customer is worth the effort• Work as a Team to continuously improve service delivery• Build skills and continuously improve• Take initiative, accept responsibility and be positive

Striving towards excellence!

• What are the major reasons why conflicts take place?• What are the typical causes for conflict in your company?

• Internal and External!• Is it possible that we never have any conflicts at work?

Conflicts in the workplace

Conflict Resolution

HEAT

ear them out

mpathize

pologize

ake Action

Hear them out

Respect

Listen

Remember

Empathize

• In Fact• In Principle• In Opinion

AGREE

“You are right, we told you we would do

it but we did not”

“I agree it would be frustrating not to

receive this information”

“I understand your disappointment on

the previous experience”

Apologize

Offer explanation

Avoid blame

Follow up

Take Action

Present a solution

Check back

HumiGrat, a final note!

HUMILITYService stems from servant thus meant to act from a space of humility.

GRATITUDECustomer pays my chequeMain purpose of my and my company’s very existenceAwed with the attitude of gratitude!!!

Thank youWould love to hear from

you all

Hope you found the slides interesting?

If you would like to have further details, or would like to hire one of our trainers to deliver this program, please contact us on:

engage@ecubetraining.com