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Understanding Effective Customer Service: Powerpoint For Learning Plan #1
Understanding Effective Customer Service: Powerpoint For Learning Plan #1
Customer Service
Powerpoint for Learning Plan #1
Do You Have What It Takes?
People in your organization think you have
what it takes to provide outstanding
customer service. (They wouldn’t have hired
you, if they didn’t think so.)
ECS
Cost of Loss of Customer
Main loss
Loss of future business
Ripple effect (retell issue to 8 to 10 others)
Replacing lost customer
Leadership Important Component
Leadership – ability to
empower others (and
oneself) to meet goals
and objectives
successfully.
Service Leadership
Intentions
Interactions
Impacts
Why is Service Leadership Important?
SERVICE
LEADERSHIP
PROMISE
Strategic
Management
PROCESS
Service
Management
Human
Resource
Recourse
Management
PEOPLE
The Theoretical Framework
PROMISE Competitive
PROVIDERS
advantage
+ PROCESS
+ =
Efficiency
Profitability
Mission Optimal level of
Goals engagement
Values to ensure
customer
satisfaction
The Implementation of Service
Leadership Culture
Set standards
Strategic approaches
Noncompetitive markets
Stable needs of customers
Balanced view
customized
dynamic
S
E
R Y
E G
V
R AT
I
C ST
E
static
standardized
ENVIRONMENT
stable unstable
Tailor-made Strategy
Service leadership