Management Role in Effective Customer Service

1. Management Role in Effective Customer Service Chapter 14, Chapter 1 and accompanying information

2. Customer Service Isn’t A Department… Customer Service Is An Attitude!

3. Functions of Management Review… • Plan • Organize • Direct and Lead • Control • We’ll apply to customer service directly

4. 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

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

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

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

8. 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

9. When employees are empoweredto take initiative on behalf of customers, everyone wins

10. Why does service matter?!

11. Your ability to manage customer service is the cornerstone of success • 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

12. What Happened to the Service Economy? • Ignoring customers • Unmet promises • Incomprehensible customer service people • Jargon instead of answers

13. What IS Effective Customer Service? Key Exceed… Consistently… Long Term…

14. Relationships with customers can become partnershipsKeys to Effective Customer Service Ongoing relationships Service intimacy Generosity, trust Share joint purpose Speak truth with compassion and care Pursue equality with grace

15. What’s the goal?How do we know it when we see it? • ..\Videos\Hotel Customer Serivce.mp4 • Points from the video? • Characteristics of companies that practice ECS

16. What is Customer Service LEADERSHIP? • 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

17. Customer Service Leadership 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

18. SERVICE SERVICE LEADERSHIP LEADERSHIP PROMISE PROMISE Strategic Strategic Management Management PROCESS PROCESS Service Service Management Management Human Human Recourse Resource Management Management PEOPLE PEOPLE Figure 1.1A Multi-disciplinary Approach to Service

19. Leadership • 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?

20. Building a Leadership Culture That Empowers Employees must assume an active role based on • intrinsic motivation for decision making • shared responsibilities • integration for problem solving Benefits of empowerment?

21. Few companies fully back their promise with strategy that 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