delivering service excellence in times of crisis & beyond!
TRANSCRIPT
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
• 876 361-2589