Powerpoint for Learning Plan #1

 People in your organization think you have

what it takes to provide outstanding
customer service. (They wouldn’t have hired
you, if they didn’t think so.)

 Now is the time to prove them correct.

 Exceeds customer expectations.
 Maintains consistency over long run.

Loyal Customers for Life

 Product quality
 Service quality
 People quality
 Image quality
 Selling price
 Overall cost
 Eage to solve customer problems
 Take a long term view of relationships
 Accept responsibility
 Provide unexpected benefits
 Value time of customers
 Make customers feel welcome
 Stand behind products/services
 Expect, model, monitor, evaluate and reward

ECS
 Main loss
 Loss of future business
 Ripple effect (retell issue to 8 to 10 others)
 Replacing lost customer
 Leadership – ability to
empower others (and
oneself) to meet goals
and objectives
successfully.
Culture that empowers the organization to
◦ strategize its promises
◦ design its processes
◦ engage its people in a proactive quest for
competitive advantage
 Intentions
 Interactions
 Impacts
“Organizations that used to be scared to
death of the uncertainty of change are
now faced with the daunting uncertainty
of the dangers associated with staying
the same.”
(Cameron & Quinn, 1999)
- changes must be implemented for
- the service promise to be formulated
- the service design process to be
effective
- the full utilization of human resources
1. Organizations can achieve competitive
advantage through a collective leadership
mindset

2. The process assures competitive advantage

through speed, accuracy and adaptability

3. The people assure competitive advantage

through proactive adaptability by employing
innovation, flexibility, and motivation to move
the organization forward
 SERVICE
LEADERSHIP

PROMISE
Strategic
Management

PROCESS
Service
Management
Human
Resource
Recourse
Management

PEOPLE
The leadership mind set of
organizational members is powerful.

The leadership mind set can be a driving

force for sustainable competitive
advantage.
A service leadership culture is a strategy to

◦ select and design service processes with

active participation of customers and
employees
◦ build on collective leadership efforts to
benefit from the organization’s human
resources
PROMISE Competitive
PROVIDERS
advantage
+ PROCESS
+ =

Efficiency
Profitability
Mission Optimal level of
Goals engagement
Values to ensure
customer
satisfaction
. . . can create harmony between
customers, employees, and
organizational structure.
 An organization must invest in the “best of
the best.”

 The power is activated through

Employee selection
Continuous learning and training
Cultivation of employees’ sense of
responsibility
Employee engagement in the act of leadership
 An organization must invest in the “best of
the best.”

 The power is activated through

Employee selection
Continuous learning and training
Cultivation of employees’ sense of
responsibility
Employee engagement in the act of leadership
Make the organization’s services
strategically unique by

emphasizing features that create the best results

and that are hard for competitors to copy.
 Success depends on a strong service-
oriented corporate culture with superior
goals.
 Challenge others

 Set standards

 Persuade others to help the organization

fulfill its vision and purpose
 Depends not only on the quality of the
service

 Also depends on fit between the customer’s

needs and expectations
 Must match the needs of the customer and
organizational strategy

 Should enhance efficiency and cost savings

where possible

 Must maximize customer satisfaction

 Environment

 Strategic approaches

 Characteristics of the service itself

 Noncompetitive markets
 Stable needs of customers

 More static process design approaches

 More standardization possible
 Highly competitive markets
 Changing needs of customers

 Require dynamic approaches to service

delivery:
- more innovation
- more customization
 Balanced view

customized
dynamic
S
E
R Y
G
V TE
A
I R
C ST
E

static
standardized
ENVIRONMENT
stable unstable
The design of the processes helps the
organization
 Tailor its promise to customers’ needs
 Deliver the services with optimal efficiency
Strategy as Attitudes & Competitive
culture action advantage Faster
Cheaper
Better

Optimal level of customer

Loyalty satisfaction for a given situation
 The pillar on which post-industrial societies
are firmly based

 A powerful vehicle of economic growth in

Western societies
 Key Concepts

 Service leadership

 Service leadership mind set

 Proactive service adaptation