Chapter 14, Chapter 1 and accompanying information

Plan Organize Direct and Lead Control

We’ll apply to customer service directly

Managers must plan

Accomplish work with and through the efforts of other people

Have a clear vision of the importance of customer loyalty

Articulate a customer-driven vision and strategy

Invite customer and employee participation in crafting the vision

Good managers organize a work team to

Assign responsibilities

Give employees authority to successfully do their work

Reduce potential systems problems

Good managers lead and motivate people to enable an organization to achieve its objectives by

Giving employees direction

Generating motivational energy

Providing needed resources

Good managers shape the corporate culture through

Shared sense of vision

Clear value system

Creating heroes

Rites and rituals

Good managers control by

Comparing actual results against expected results

Simply asking how it is going can dramatically increase improvement

Identifying deviations from the original plan

When employees are empowered to take initiative on behalf of customers, everyone wins

Healthy relationships: Key to business and personal success Relationships with customers can become

partnerships Satisfied customers lead to success No one succeeds without loyal

customers Positive word of mouth gets and

keeps customers …lost customers = loss in $$, jobs,

entity

Ignoring customers

Unmet promises

Incomprehensible customer service people

Jargon instead of answers

Key

Exceed…Consistently…

Long Term…

Ongoing relationships Service intimacy Generosity, trust Share joint purpose Speak truth with compassion and care Pursue equality with grace

..\Videos\Hotel Customer Serivce.mp4

Points from the video?

Characteristics of companies that practice ECS

Leaders develop specific strategies and plans to achieve ECS

Everyone in the organization has an understanding of ECS.

Work to embrace ECS at all levels

Culture that empowers the organization to strategize its promises design its processes

select and design service processes with active participation of customers and employees

engage its people in a proactive quest for competitive advantage build on collective leadership efforts to benefit

from the organization’s human resources

..\Videos\Best Buy Customer Service Secret Shopper.mp4

PROMISE

PROCESS

PEOPLE

SERVICELEADERSHIP

StrategicManagement

Human RecourseManagement

ServiceManagement

PROMISE

PROCESS

PEOPLE

SERVICELEADERSHIP

StrategicManagement

Human ResourceManagement

ServiceManagement

The most appropriate leader is one who can lead others to lead themselves.

Leaders become great by tapping into or releasing the potential and abilities of others.

Sounds simple…why do some leaders succeed and others fail?

Employees must assume an active role based on intrinsic motivation for decision making shared responsibilities integration for problem solving

Benefits of empowerment?

Makes customer satisfaction/loyalty key strategic goal

Trains all employees to use behaviors that make customer feel important

Translates slogans into actions that convey caring to customers