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World Class Service Presented by:

World Class Service Presented by:. World Class Service as Defined by the Customer. 1. Levels of Service Processing Satisfying Caring. World Class Service As Defined by the Customer Give me what I want when I need it. When we talk, act like you know me .

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World Class Service Presented by:

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  1. World Class Service Presented by: World Class Service asDefined by the Customer 1

  2. Levels of Service Processing Satisfying Caring

  3. World Class Service As Defined by the Customer Give me what I want when I need it. When we talk, act like you know me. Take personal responsibility for resolving my situation. Take accountability. Don't ask me to do anything I think you should do. After I tell you what I want, keep me informed. Protect me from myself. Give me more than what I expect.

  4. Truths about Customer Service

  5. The Customer/Supplier Relationship

  6. Key, Observable Behaviors “Regular” Employees “World Class” Employees • Concentrate on rules, own job, tasks • Deal with things • Think rigidly • Stop at roadblocks • Say, "Replace the switch and let 'em bitch." • Look for trouble in every standard procedure • Expect the “boss” to provide the solution • Do their job day to day, and that's it • Demonstrate pessimism • Want to retire • Concentrate on intent, outcomes, results • Deal with shaping perceptions • Think rationally and flexibly • Don't give power to roadblocks • Sincerely want the customer to be successful • Ask themselves what they can do differently to better serve the customer • Develop their own skills and knowledge to create their own solution • Show high inner work standards • Demonstrate optimism • Want to be remembered

  7. THE Un-bending Truth about Customer Service There is one and only one way to improve service to the outside customer: that is to improve service to our inside customers!

  8. World Class Service World Class Service asDefined by the Customer For more information, or to schedule a workshop, contact: Toll Free: (800) 211-0871 www.FirstStepsTraining.com 9 9

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