AHA Aspire/Edge MDP: Outcomes

Yusuf DanesiOctober 2011

Development Goals from 360 and MBTI

Label Contribution

Influence without Power

Team Player

Easy Read Communication

Challenges : ESTJ

E = Talk less, listen more

S = See the Bigger Picture

T = Be more Tolerant

J = Be Flexible

Mentor: DW

Customer Service Centre Shadowing

Mentor Shadowing: SMT

7 Habits of Highly Effective People

BFH: CSE Report

C Team Meeting Shadowing

Self-Appraisal

Hub Activity: Critical-Accepting

Will/Skill = Too many Monkeys

Better Team Player

Easy Read Disciple

Effects on Customer Service

Communication made Easy

Happy Team = Happy Customers

Customer’s Job saved

Customer’s landlord now responsive

Customer Service Champions

Google: Consistent Quality & Constant Innovation

Apple: High Quality Customer Service

Toyota: Variety, Customisation & Individuality

John Lewis: Happy staff = Happy Customers

First Direct: Helpful Customer Support

Tesco: Rewarding Customers

RAC: Speed & Timeliness

The Moment of Truth: Customer Service Excellence @ Play

Buckinghamshire, December ‘09: Be ordinary, or be extra-ordinary

Positive Attitude is intrinsically rewarding: Florida, July 2008

Tweaking our Customer Service

Innovate: Apple

Contact made easy (0800): BFH

SMT, lead the way: Robert Townsend, Avis

Motivate staff to make a positive impact: First Direct

Run CS training continuously: John Lewis

Employ people-persons: Starbucks

Summary: Sustainable Excellent Customer Service Culture

Practise learning

Continuous training & mentoring

Motivation is key

Measurement of performance & feedback

Continuous Improvement

Let’s not satisfy: Let’s gratify!

Thank you!