presentation title trebuchetbold 20pt service culture · presentation title trebuchetbold 20pt...

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

Golf shoes, Golf bag, tees….

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

“Every Business should find its meaning and purpose within the context of its relationship to the customer.”

©2012 ADB Airfield Solutions, LLC. All Rights Reserved

Airfield. Our Field.

11/16/2012

Building a True Service Culture Across

Your Entire Service Organization

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

Sao Paulo, Brazil

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

Building a True Service Culture Across Your Entire Service Organization.

1. It is in the company’s DNA!

2. It is incorporated in the “branding”!

3. It is often promoted and celebrated!

4. It is deliberate and Intentional!

5. The team has the vision, attitude, performance!

“They respond no different on “bad days?”

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

What is Organizational Culture?

Organizational culture is the collective behavior of humans that are

part of an organization, it is formed by the organization values,

visions, norms, working language, systems, and symbols, it includes

beliefs and habits.

DNA!

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

What is a Service Culture DNA?

A Service Culture has a strong emphasis on “Other Service, versus

Self Service.” “Service Culture” is “a shared purpose where everyone

is focused on creating value for others inside and outside the

organization.”

Is it in your company’s DNA?

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

2) Is it incorporated in the “branding”?

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

Airfield. Our Field.

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

3) It is often promoted and celebrated!

“Tell me and I will hear you, involve me and I will understand.”

• Beyond Customer Service — An Opportunity to Make A Difference • Speak in terms of “we” in your meetings, versus “they.” • Promote free thinking versus people operating on autopilot. * • Arm your employees with customer insights Your employees can really benefit from seeing the results of your customer satisfaction surveys.

Zappos

Presentation Title TrebuchetBold 20pt

09/29/2012

Service Culture

4) It is deliberate and Intentional!

People may find it hard to follow “passion”, but they will follow efforts.

• Training on hard and soft skills required

• Customer Satisfaction measures. Team and Individual

• Look at your tools and processes? Are your procedures or policies creating counter measures?

• Your “Welcome” mat

• Easy Access: Customer communications – both directions.

• Know Thy Customer – Tools that allow support engineers to have exact customer configurations and history of services.

• Capacity and Utilization – Correct seating on the bus?

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

5) The team has the Vision, Attitude, Performance!

• Empower - Allow individuals the opportunity to “delight” the customer.

• Appoint a core team of promoters, coaches, cheerleaders within troubled groups.

• Embrace and drive positive change as needed down to the individual level

• Be Creative – Using Technology, Contest and Rewards.

• Pursue continuous growth throughout the ENTIRE organization – Customer Service is not just a department, it is a mindset.

• Leadership, be passionate , determined and consistent.

• At all levels, listen to your customer…. then act!

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

Suggested Reading Material:

• Delivering Happiness – Tony Hsieh

• Tribal Leadership – Dave Logan, John King, Halle Wright

• Wired to Care – Dev Patnaik

• Good to Great – Jim Collins

• The Art of Influence – Chris Widener

• 1001 Ways to Reward Employees – Bob Nelson

Presentation Title TrebuchetBold 20pt

09/29/2012

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Service Culture

….. a final story

Mike

©2012 ADB Airfield Solutions, LLC. All Rights Reserved

Airfield. Our Field.

11/16/2012

Discussions & Questions