Campus USA Superior Member Service 11.11.14
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Transcript of Campus USA Superior Member Service 11.11.14
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SuperiorMember Service
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For those who are prepared…For those who are prepared…
…chaos brings opportunity
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To be successful in the future, the rate of internal innovation must exceed the
rate of external innovation”
II > EI
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The Key To Success in the New Normal…
•Nimbleosity•Nim-bo-licous
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The Pattern of Business Success
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(T + C + ECF) x DE = BE
2
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The level of highly satisfied and engaged EMPLOYEES in your
business.
The number one factor in increasing the level of highly satisfied and engaged
MEMBERS in your business is…
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Positive Culture
Fun
Family
Friends
Fair
FreedomPride
Praise
Meaning
Results
5
The key elements of a winning culture
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Fundamental Customer Expectations
• Reliability: The ability to provide what was promised, on time, dependably and accurately. (Honesty)
• Assurance: The knowledge and courtesy of employees, and their ability to convey trust and confidence. (Competence)
• Empathy: The degree of caring and individual attention provided to customers. (Concern)
• Responsiveness: The willingness to help customers and provide prompt service. (Attitude)
• Tangibles: The physical facilities, equipment, and appearance of the personnel. (Professionalism)
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The Five Levels of Customer Service
I don’t really care
Why try harder
Good enough is good enough
That’s nice
Holy cow – you guys are awesome!!!!!
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1,300,000 interviews: Basic 4 + 1
Goal Setting
TrustAccountability
Communications
RECOGNITION
Wow No Surprises Cheer 4
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• D• M• C• C• M• D
irection – vivid, clear, inspiring --- shared
easurements – specific, observable, focused
ompetence – very good at what they do
ommunication – open, honest, courageous
utual Accountability – all team members
iscipline – do this every day
4
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7 Keys to TRUST• Tell the truth• Be transparent• Extend trust & respect• Be vulnerable• NO games• Keep your promises• Communicate clearly
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SBA
4
SBA
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VOC48 – 74%
NITB - 8
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Moments Of Truth
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Workshop pages 6 & 7