georgina customer care
TRANSCRIPT
Enlightened Customer Care The Emotional Connection
Are you missing the obvious?Are you missing the obvious?
What does that really mean?
Dedicating your organisation to giving customers what they want
Your staff are your business
&
The spirit of your company to the outside world
:
Becoming ‘Customer Intimate’Becoming ‘Customer Intimate’
People Are DifferentPeople Are Different
So What?
• ‘Knowledge & relationships are THE currency of the new economy’
• Top performers may not share the same personality profile, but they do have 1 critical thing in common – an acute sense of awareness – both of self & others
So What?So What?
Thoughtful
Active
An OverviewAn Overview
Questioning Accepting
Thoughtful
Active
Questioning Accepting
Active
Thoughtful
Judging to Valuing LadderJudging to Valuing Ladder
Judging others based on our own preferences.
Judging
Judging to Valuing LadderJudging to Valuing Ladder
Understanding how and why people are not like us.
Judging
Understanding
Judging to Valuing LadderJudging to Valuing Ladder
Sincerely respecting differences.
Judging
Understanding
Respecting
Judging to Valuing LadderJudging to Valuing Ladder
Appreciating that people are different from us instead of being copies of ourselves.
Judging
Understanding
Respecting
Appreciating
Judging to Valuing LadderJudging to Valuing Ladder
Valuing others and making the most out of the differences in our lives.
Valuing
Judging
Understanding
Respecting
Appreciating
Valuing others and making the most out of the differences in our lives.
Valuing
Judging to Valuing LadderJudging to Valuing Ladder
Judging
Understanding
Respecting
Appreciating
Personal Action PlanPersonal Action Plan
ReflectionWrite down something:
•You have learned
•Will act on
•Want to change
•Is important to you
Simple but SearchingSimple but Searching
• Do you truly believe that offering great customer care really matters? Maybe you don’t think it’s worth the time & effort. That’s fine, but it’s good to be clear about that at the outset.
• If your organisation does believe service is important - do your leaders walk their talk?
• Have you spent a serious amount of time identifying what truly great customer care looks like for your particular business?
• Have you asked how you can improve, particularly from those clients who you know to be dissatisfied?
Simple but SearchingSimple but Searching
•Do you measure success? If so, how?
•Do you reward the kind of service behaviour that your organisation aspires to?
If you do, is it celebrated?
•Do your frontline staff understand therelationship between customer careand profitability?
Simple but SearchingSimple but Searching
• Do you invest time & money in staff training?
• Does customer service form an integral part of your overall business strategy?
Simple but SearchingSimple but Searching
Back at the Coalface……Back at the Coalface……• Allocate time to put those new ideas into operation
• Break down what you have learnt. Prioritise the most important components, Get some feedback.
