Transcript AGENDA
AGENDA AN OVERVIEW OF CUSTOMER SERVICE VISION AND MISSION CORE COMPETENCIES SUCCESS FACTORS OBJECTIVES & STRATEGIES CULTURE VALUE STATEMENT AND CODE OF ETHICS CUSTOMER SERVICE STANDARDS THE PROCESS OF CUSTOMER SERVICE STRATEGIC LEADERSHIP VISION MISSION CORE COMP CULTURE OBJECTIVES STRATEGIES VALUES IMPLEMENTATION EVALUATION CULTURE WHAT IS A VISION AND MISSION? A VISION IS MANAGEMENT’S VIEW OF THE KIND OF COMPANY IT IS TRYING TO CREATE. IT IS THE BIG PICTURE OF WHO WE ARE AND WHERE ARE WE GOING. A MISSION STATEMENT DEFINES THE PURPOSE OF THE ORGANIZATION. ANSWERS QUESTIONS SUCH AS WHO WE ARE, WHAT WE ARE HERE FOR AND WHERE ARE WE GOING. IT IS THE PRESENT STATE OF THE ORGANIZATION. HOW DO WE HAVE A WELL CONCEIVED STRATEGIC VISION AND MISSION? WE MUST UNDERSTAND WHAT BUSINESS WE ARE IN COMMUNICATE THE VISION IN WAYS THAT ARE CLEAR , EXCITING, AND INSPIRING DECIDING WHEN TO ALTER THE COMPANIES STRATEGIC COURSE AND CHANGE ITS MISSION Example CAMPUS DINING VISION AN ORGANIZATION BASED ON A TEAM EFFORT THAT REWARDS EXCELLENCE A PLACE WHERE EMPLOYEES ARE RESPECTED AND WANT TO WORK AN ORGANIZATION THAT THRIVES ON INNOVATION AND CALCULATED RISK TAKING A PLACE WHERE ONLY THE BEST PEOPLE WORK AND WANT TO DO THEIR BEST AN ORGANIZATION BASED ON SOUND BUSINESS SENSE AND INTEGRITY AN OPERATION THAT WILL MAXIMIZE PROFITS WHILE MAINTAINING LONG-TERM GROWTH AND PROSPERITY AN OPERATION DRIVEN BY CUSTOMER SERVICE STANDARDS AND FOCUS Example CAMPUS DINING MISSION TO BE AN INTEGRAL PARTNER WITH EMORY BY PROVIDING EXCELLENT CUSTOMER SERVICE IN A PROGRESSIVE, INNOVATIVE AND CHALLENGING ENVIRONMENT. WE STRIVE TO EXCEED THE CLIENTS EXPECTATIONS IN SERVICE, ATTITUDE, QUALITY, AND CLEANLINESS. WE ENDEAVOR TO PROVIDE AN ENRICHING AND REWARDING WORK EXPERIENCE FOR OUR EMPLOYEES IN AN ACHIEVEMENT BASED HIGH PERFORMANCE CULTURE. WHAT ARE CORE COMPETENCIES A CORE COMPETENCE IS SOMETHING A COMPANY DOSE ESPECIALLY WELL IN COMPARISON TO ITS COMPETITORS THEY ARE KEY TO OUR SUCCESS BUILDING CORE COMPETENCIES GIVES US A COMPETITIVE ADVANTAGE CORE COMPETENCIES MANAGEMENT AND STAFF DEVELOPMENT QUALITY FOOD OUTSTANDING SERVICE TOP NOTCH CATERING MAINTAIN LOW COST CLIENT RELATIONS CUTTING EDGE INNOVATIONS WHAT IS A STRATEGY STRATEGY IS HOW TO ACHIEVE THE OBJECTIVE. THE OBJECTIVES ARE THE “ENDS” WHILE STRATEGIES ARE THE “MEANS” SETTING OBJECTIVES OBJECTIVES CONVERTS THE VISION INTO TARGETED OUTCOMES AND PERFORMANCE MILESTONES MUST BE QUANTIFIABLE TIME SPECIFIC ACHIEVABLE WHO IS RESPONSIBLE KINDS OF OBJECTIVES TWO KEY TYPES FINANCIAL PERFORMANCE STRATEGIC PERFORMANCE OBJECTIVES LONG RANGE LONGER THAN A YEAR START NOW FOR THE FUTURE HOW TODAY DECISION EFFECTS THE FUTURE SHORT TERM A YEAR OR LESS IMMEDIATE RESULTS TO BE ACHIEVED IT’S THE SPEED AND LEVEL OF PERFORMANCE OF THE ORGANIZATION TODAY HOW TO MAKE A STRATEGY SUCCESSFUL PUT TOGETHER A STRONG MANAGEMENT TEAM WITH THE RIGHT CHEMISTRY BUILDING CORE COMPETENCIES ORGANIZATIONAL CAPABILITIES A CULTURE THAT SUPPORTS STRATEGIES LEADERSHIP DIRECTION IMPLEMENTATION - HOW TO EXECUTE STRATEGY MUST BE INCLUSIVE CULTURE - WHAT IS IT? CORPORATE CULTURE REFERS TO A COMPANY’S VALUES, BELIEFS, TRADITIONS, OPERATING STYLE, AND INTERNAL WORK ENVIRONMENT HOW DO BUILD A SUPPORTIVE CULTURE? LEADERSHIP MODELING MOTIVATING SHOWING RESPECT INSIST ON EXCELLENCE MBWA COMMUNICATE THE VISION INVOLVEMENT SHOW IMPORTANCE IN WORK SET EXPECTATIONS TEACH AND COACH BUILD GROUP PRIDE GOOD ATTITUDE HIGH ENERGY NEVER GIVE UP BE PROFESSIONAL RECOGNIZE GOOD WORK STRESS RELATIONSHIPS, VALUES AND COMMITMENT SHARE INFORMATION SUPPORTIVE CULTURE STRONG LEADERSHIP LONG TERM COMMITMENT A REAL CONCERN FOR CUSTOMERS AND EMPLOYEES STRATEGY AND CULTURE MUST WORK TOGETHER IN ORDER FOR THE STRATEGY TO BE SUCCESSFUL AFTER ALL IT’S NOT MAGIC! OUR CULTURE... PROACTIVE AND ADAPTIVE RESULTS ORIENTED THAT INSPIRES PEOPLE TO DO THEIR BEST HIGH PERFORMANCE ETHICAL STANDARDS AND VALUES CUSTOMER FOCUSED TEAM ENVIRONMENT Example VALUE STATEMENT AND CODE OF ETHICS VALUES CUSTOMER SERVICE #1 PRIORITY WE ARE COMMITTED TO QUALITY WE ARE COMMITTED TO INNOVATION WE RESPECT EACH OTHER WE TREAT OUR PEOPLE FAIRLY CODE OF ETHICS HONESTY FAIR TO OUR CUSTOMERS USE COMPANY ASSETS WISELY PROPER ACCOUNTING PRACTICES AVOID CONFLICTS OF INTEREST CUSTOMER SERVICE STANDARDS WHY IS IT IMPORTANT? WE ARE HERE FOR THIS REASON IT IS A CORE COMPETENCY GIVES US PRIDE IN OURSELVES WILL MAKE US THE BEST CUSTOMER FRIENDLY EMPLOYEES ARE EMPLOYEE FRIENDLY EMPLOYEES AND GOOD TEAM PLAYERS HELPS INCREASE SALES MORE SALES =MORE EMPLOYEES AND BETTER PAY INCREASES GIVE US PRIDE IN THE ORGANIZATION AND A SENSE THAT WE ARE MAKING A DIFFERENCE WE ALL HOLD THE KEY TO GREAT CUSTOMER SERVICE!! HOW DO WE GIVE GREAT CUSTOMER SERVICE? WORLD CLASS SERVICE GREET, SMILE, EYE CONTACT, THANK YOU SOLVE CUSTOMER COMPLAINTS LAST LISTEN TO THE COMPLAINT APOLOGIZE FOR THE PROBLEM SOLVE THE PROBLEM THANK THE CUSTOMER CUSTOMER SERVICE WCS-LIVE IT! LAST NO ROOM FOR AVERAGE SERVICE “DEVELOP THE BEST AND GET RID OF THE REST!” HIRE THE RIGHT PEOPLE MAINTAIN THE STANDARD HIGH ENERGY COMMITMENT HOW DO WE GIVE GREAT CUSTOMER SERVICE? TEAM EFFORT TEAM MEMBER DRIVEN TEAM MEMBER EMPOWERMENT TEAM MEMBER FOCUS TEAM MEMBER MONITORED TEAM MEMBERS MAKE THE DIFFERENCE HOW GOOD CAN WE GET?? CUSTOMER SERVICE REMEMBER ITS CULTURE BASED IT’S A PROCESS IT TAKES TIME IT STARTS WITH A VISION AND ENDS IN THE EVALUATIONAL PROCESS LEADERSHIP BASED YOU MUST LIVE CUSTOMER SERVICE! THE PROCESS OF CUSTOMER SERVICE STRATEGIC LEADERSHIP VISION MISSION CORE COMP CULTURE OBJECTIVES STRATEGIES VALUES IMPLEMENTATION EVALUATION CULTURE THANK YOU FOR YOUR TIME AND REMEMBER GREAT CUSTOMER SERVICE IS THE KEY TO YOUR SUCCESS!!