delivering service excellence in times of crisis & beyond!

Delivering Service

Excellence in times of Crisis

& Beyond!

CCCU 63rd INTERNATIONAL

CONVENTION 2021

Facilitator: Dr. Nsombi Jaja,CMC, PMP, SMC, SAMC

Agenda

•Welcome & Opening Remarks

•The Environment in Which we Operate

Service Profit Chain

Organization-wide Service Excellence Framework

Service Excellence & High performance Organization

Simple Approach to HPO

•Teamwork for High Performance –

•Inspirational Moment

THE ENVIRONMENT IN WHICH WE OPERATE

SERVICE EXCELLENCE & HIGH PERFORMANCE

ORGANIZATION

Key to Success in the Virtual World

Service Excellence Components

International Benchmarks

Monitoring auditing &

measurement

LeadershipStrategy and Governance

Complaints logging and

tracking mechanism

Recognition and reward

Training & capacity building

Service Excellence

Ambassadors

Service Excellence Charter & Standards

Soft Skills for SE in the Virtual

Spacesoftskillsservices.com

Maxine BarnettFounder & CEO

Executive & Career Coach

CUSTOMER / SUPPLIER RELATIONSHIPS

Quality Management Consultancy Co. Ltd.

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Suppliers ABC Co. CustomersEXTERNAL EXTERNAL

Quality Management Consultancy Co. Ltd.

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CUSTOMER / SUPPLIER RELATIONSHIPS

Suppliers YOU Customers

INTERNAL INTERNAL

This is where SERVICE EXCELLENCE must be managed. Get it right here and external customer satisfaction is assured.

Teamwork & HPO

Quiz & Give Away Prize

Quality Management Consultancy Co. Ltd.

Quiz & Prize

• In the S.I.M.P.L.E. approach to High Performance organization What do the S & M stand for?

Changing world of work

Employability skills

• Emotional Intelligence• Communication;• Problem solving;• Technology;• Teamwork;• Self-management;• Honesty/Integrity;• Enthusiasm;• Adaptability/Flexibility; • Openness to new ways of

being.

Thought for today

Quality Management Consultancy Co. Ltd.

CLOSING SUGGESTIONS

• Work from inside out• Spiritual, Intellectual, Physical

& Emotional• Excellence … the minimum

standard• Continuous improvement• Count your blessings & Give

thanks• Follow your passion, purpose

and heart.

THANK YOU!BLESSINGS IN OVERFLOW!

• @jajansombi

• Nsombi Jaja

• nsombijaja@gmail.com

• 876 361-2589