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Welcome Barbara Sanfilippo, CSP

Welcome Barbara Sanfilippo, CSP. MentorU.com Seminar Series. Outclass Your Competition With Five Star Service !. Barbara Sanfilippo, CSP Romano & Sanfilippo San Diego, California presents. MentorU.com Seminar Series. Submit Questions. www.MentorU.com/Sanfilippo.

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Welcome Barbara Sanfilippo, CSP

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  1. Welcome Barbara Sanfilippo, CSP MentorU.com Seminar Series

  2. Outclass Your CompetitionWith Five Star Service! Barbara Sanfilippo, CSP Romano & Sanfilippo San Diego, California presents MentorU.com Seminar Series

  3. Submit Questions www.MentorU.com/Sanfilippo

  4. Outclass Your Competition With Five Star Service • As a result of this web session, you’ll discover how to: • Rate your existing sales and service culture www.MentorU.com/Sanfilippo

  5. Outclass Your Competition With Five Star Service • As a result of this web session, you’ll discover how to: • Rate your existing sales and service culture • Discover the seven key ingredients present in high performing sales and service organizations www.MentorU.com/Sanfilippo

  6. Outclass Your Competition With Five Star Service • As a result of this web session, you’ll discover how to: • Rate your existing sales and service culture • Discover the seven key ingredients present in high performing sales and service organizations • Identify your organization’s strengths and weaknesses www.MentorU.com/Sanfilippo

  7. Outclass Your Competition With Five Star Service • As a result of this web session, you’ll discover how to: • Rate your existing sales and service culture • Discover the seven key ingredients present in high performing sales and service organizations • Identify your organization’s strengths and weaknesses • 4. Receive an action plan for getting your entire company focused on sales and service www.MentorU.com/Sanfilippo

  8. Service and Sales Mini-Assessment 2 Established and effective 1 Now working on it 0 Not in place • Strategic plan and clear mission statement understood throughout your organization. • Written service standards to ensure consis- tency of service internally and externally. 3. Multiple vehicles in place to measure how customers feel about your service and staff feels about internal service. ____ ____ ____ 16 – 20 Excellent 6 - 10 Fair 11 – 15 Good 0 - 5 Poor www.MentorU.com/Sanfilippo

  9. Service and Sales Mini-Assessment 2 Established and effective 1 Now working on it 0 Not in place 4. Sales tracking and measurement system in place that tracks individual results. 5. Sales and quality service goals assigned to individual managers and employees. 6. Revised performance evaluations for managers and employees with service and sales accountability. ____ ____ ____ 16 – 20 Excellent 6 - 10 Fair 11 – 15 Good 0 - 5 Poor www.MentorU.com/Sanfilippo

  10. Service and Sales Mini-Assessment 2 Established and effective 1 Now working on it 0 Not in place • Service, sales and sales management training is in place along with professional sales managers. • Product knowledge education program in place for all staff members and associates. ____ ____ 16 – 20 Excellent 6 - 10 Fair 11 – 15 Good 0 - 5 Poor www.MentorU.com/Sanfilippo

  11. Service and Sales Mini-Assessment 2 Established and effective 1 Now working on it 0 Not in place 9. Ongoing recognition and incentive program for superior service and sales performance. • Customer retention and appreciation program is in place to retain loyal customers and build relationships. ____ ____ 16 – 20 Excellent 6 - 10 Fair 11 – 15 Good 0 - 5 Poor www.MentorU.com/Sanfilippo

  12. Step 1: CEO/Management Demonstrate Commitment and Share The Vision • CEO arrange management retreat to focus on service quality and get buy-in from all support and operational departments. • Create a Service Excellence Council comprised of senior and mid-level managers and Service Improvement Teams (SITs). • Organize a fun kick-off meeting for your managers and staff to explain the overall strategy and begin fireside Chats. www.MentorU.com/Sanfilippo

  13. Step 2: Define Service Internally & Externally and Create Service Standards Focus on internal service first (Everyone has a customer): • Ask each department/office to visit or call their internal customers and determine their service expectations. • Develop written internal service standards. • Create an Internal Department Satisfaction Index (IDSI) by surveying all employees periodically to rate the existing service received by support departments. www.MentorU.com/Sanfilippo

  14. Step 2: Define Service Internally & Externally and Create Service Standards Focus on external service by determining the customers’ expectations and perceptions: • Conduct a customer survey and focus groups with existing customers and prospects. • Develop external customer service standards (telephone professionalism, waiting time, turnaround time, error reduction, handling complaints). www.MentorU.com/Sanfilippo

  15. Poll: How many of you feel that internal and external written service standards ….. • Are in place and used effectively throughout our company? • Are in place partially with room for improvement?  Are not in place and need to be developed? www.MentorU.com/Sanfilippo

  16. Poll: How many of you feel that internal and external writte... • [PlaceWare Multiple Choice Poll. Use PlaceWare > Edit Slide Properties... to edit.] • Are in place and used effectively throughout our company? • Are in place partially with room for improvement? • Are not in place and need to be developed?

  17. Questions and Answers Steps 1 and 2 Vision and Service Standards www.MentorU.com/Sanfilippo

  18. Step 3: Provide Sales and Service Training • Sales and service leadership for all managers and supervisors (coaching how to conduct a sales meeting, motivating, setting goals, etc.) • Customer service, internal service, sales and cross-selling • Product knowledge testing, games and certification programs www.MentorU.com/Sanfilippo

  19. Step 4: Measure Service Performance Against Expectations Monitor complaints and measure service to develop a customer satisfaction index (CSI): • Designate quarterly customer service feedback weeks • Conduct telephone and on-the-spot surveys shortly after a customer transaction • Conduct “client review” meetings for long-term relationships www.MentorU.com/Sanfilippo

  20. Poll … We measure our customer service: Frequently (Weekly/Monthly) Occasionally (4-6 times per year) Rarely (Once a year or less) Never www.MentorU.com/Sanfilippo

  21. Poll: We measure our customer service: • [PlaceWare Multiple Choice Poll. Use PlaceWare > Edit Slide Properties... to edit.] • Frequently (Weekly/Monthly) • Occasionally (4 to 6 times per year) • Rarely (Once a year or less) • Never

  22. Questions and Answers Steps 3 & 4 Training and Measuring Service www.MentorU.com/Sanfilippo

  23. Step 5: Reward And Recognize Your Service And Sales Stars • Create a service and sales award club for front-line and support staff (Five Star, President’s Club) • Mail coupons to customers to praise or nominate your staff • Profile service and sales heroes in a special newsletter #1 Motivator is recognition of www.MentorU.com/Sanfilippo

  24. Step 6: Hold People Accountable For Service And Sales Performance • Assign team and individual goals • Add objective and measurable service scores, sales goals and product knowledge scores in performance appraisals and assign a weighted value www.MentorU.com/Sanfilippo

  25. Sample Performance Appraisal Criteria Sales 50% $750,000 - $1,000,000 Excellent $650,000 - $749,000 Good $500,000 - $649,000 Average $350,000 - $499,000 Poor Below $350,000 Unacceptable www.MentorU.com/Sanfilippo

  26. Sample Performance Appraisal Criteria Service 30% 4.5-5.0 Excellent 4.0-4.4 Good 3.5-3.9 Average 3.5 or Less Unacceptable www.MentorU.com/Sanfilippo

  27. Sample Performance Appraisal Criteria Product Knowledge 5% 90-100 Excellent 80-89 Good 70-79 Satisfactory 65-70 Average Below 65 Unacceptable www.MentorU.com/Sanfilippo

  28. Step 7: Develop A Customer Retention And Appreciation Program • Retain and develop relationships by having staff proactively “manage their book of business” • Identify your most valued and profitable customers and find ways to reward and appreciate them i Client advisory groups i Special discounts/frequent shopper concept i Customer appreciation weeks www.MentorU.com/Sanfilippo

  29. Let’s Hear Your Ideas! Some of the programs we have in place to retain, appreciate and identify valued customers are: 1. 2. 3. www.MentorU.com/Sanfilippo

  30. To accelerate your sales and service culture: • Hold a management retreat to focus on service and sales and create a service and sales council • Focus on internal service and develop service standards • Provide training—then measure and reward your sales and service stars • Set goals and hold people accountable 5. Develop a customer retention and appreciation program www.MentorU.com/Sanfilippo

  31. THANK YOU! Details of Upcoming Seminars with Barbara Sanfilippo Available at: www.MentorU.com/Sanfilippo

  32. Faculty Office www.MentorU.com/Sanfilippo

  33. www.MentorU.com/Sanfilippo

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