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PROVIDING EXCELLENT CUSTOMER SERVICE IN A CHANGING ENVIRONMENT

PROVIDING EXCELLENT CUSTOMER SERVICE IN A CHANGING ENVIRONMENT. Dr. Celia Feres-Johnson. CUSTOMER SERVICE . Personal Individual Frame of Reference Interconnected Memorable Poor Good Excellent Lasting Experience. HUMAN CENTERED ORGANIZATION .

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PROVIDING EXCELLENT CUSTOMER SERVICE IN A CHANGING ENVIRONMENT

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  1. PROVIDING EXCELLENT CUSTOMER SERVICE IN A CHANGING ENVIRONMENT Dr. Celia Feres-Johnson

  2. CUSTOMER SERVICE • Personal • Individual Frame of Reference • Interconnected • Memorable • Poor • Good • Excellent • Lasting • Experience

  3. HUMAN CENTERED ORGANIZATION Drivers of Change and Positive Service Climates • Promote • Asking questions – • Listen • Flexible • Adventurous - adaptable • Foster • Attitude – readiness to help • Respect – every customer • Take time – communicate • Collaborations – attitudes spread • Leverage - service standards

  4. HUMAN RESOURCES = SERVICE CLIMATE Creating a Service Climate • Services/Product Knowledge • Experience • Customer Best Choice • Friendly Helpful Treatment • Assessing Service Quality • Surveys • Focus Groups • One-to-One Connection • Listening • Collaborative Engagement • Results Oriented

  5. DRIVERS – SERVICE CULTURE Key Elements: • Orientation and Training • Appropriate Resources • Employee Participation • Internal Customer Service • Recognition and Rewards • Goals • Service Standards • Role Models

  6. MAINTAINING A SERVICE CULTURE • Appreciation of Difficult Customers • Remove Barriers and Restrictions • Mission and Visionary Plan • Change and Ambiguity • Scanning the Landscape • Audits

  7. “Your experience ismy experience” THANK YOU. QUESTIONS?

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