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Customer Service
Managing and Leading
Your business
relationships
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“Customer Service”
My Intended Results
1.Clear up any confusion about what
customer service really is.
2.Define when you are a “customer”, a
“supplier” or “stakeholder”.
3.Create a breakthrough in customer
service with you, your customers, and
each other.
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Pre-work
•Get into groups of three
•(two people you don‟t
know, don‟t work with, or
are „strangers‟ to you)
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Introduce yourselves
1.Your full name?
2.Where were you born?
3.One unique thing
about yourself ?
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C/S Questions
1. When are you the ‗customer‘?
2. Who creates a great ‗customer experience‖ for you? (Target, Apple, Starbucks, etc.) most memorable ?
1. Why? (what makes you happy?)
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“Customer Service”
• Providing the „customer‟ with “service” before, during, and after the
customer/supplier transaction • Process-driven • Experiential (emotional) • Individual (subjective) • Requires skill & commitment • Management & Leadership
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“Customer”
• The person or group RECEIVING the products or services
• (usually in exchange for money)
• Buyer
• Patron
• Shopper
• Client
• Patient
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“Supplier”
• The person or group PROVIDING the products or services
• (usually in exchange for money)
• Provider
• Contributor
• Donor
• Source
• Service provider
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1985 Michael Porter • “Competitive Advantage: Creating and Sustaining
Superior Performance”
• Best seller
• Key Concepts
▫ Value Chain
▫ Value streams
▫ Customers & Suppliers
•Customer/Supplier Model
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Customer/Supplier Model
Supplier
Customer
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Customer/Supplier Model
Supplier
Customer
•Requirements •Expectations •Wants
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Customer/Supplier Model
Supplier
Customer
•Requirements •Expectations •Wants
Products/Services
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Customer/Supplier Model
Supplier
Customer
•Requirements •Expectations •Wants
Products/Services
Feedback
#1
# 2
# 3
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Customer/Supplier Model
Service Supplier
Larry
Customer
Jim
―Jim‘s Customer Service Training
Process‖
Worksho
p
Requirements
Feedback
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Customer/Supplier Never Change
relationships in this Process
Service Provider
Larry
Customer
Jim
Customer Service Training Process
Worksho
p
Requirements
Feedback
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One process-one relationship
Su
pp
lie
r
LARRY Vera/Jennifer
Voice of Customer
JIM
Customer Service Training Process
REQUIREMENTS
Feedback
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Customer/Supplier Model
Service Supplier
Jim
Customer
Larry
―Staying @ the Guest House Process‖
Guest
House
Requirements
Feedback
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More Complex Application
Supplier
IKEA
CUSTOMER
Facilities
LBNL
Furniture Replacement
Process
Feedback
Requirements
Furniture
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Ikea
Facilities Maryam
Ph.D.
•Customer
Furniture Replacement Process
Feedback
REQUIREMENTS
Customer Voice of Customer
Supplier
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Customer/Supplier Model Value Stream
Blue
Bell
Milk
Fred’s
Feed Mom‘s Market you
Gurnsey
Dairy
Buying milk for the family process
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Customer/Supplier Model Value Stream
Blue
Bell
Milk
Fred’s
Feed
Mom‘s Market
you
Gurnsey
Dairy
Buying milk for the family process
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Customer/Supplier Model Value Stream
Blue
Bell
Milk
Fred’s
Feed
Mom‘s Market you
Gurnsey
Dairy
Buying milk for the family process
You don‘t care about this!!
Requirements
Feedback
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Customer/Supplier Model Value Stream
Blue
Bell
Milk
Fred’s
Feed
Mom‘s Market you
Gurnsey
Dairy
Buying milk for the family process
You don‘t care about this!!
Requirements
Feedback
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Group Process
1.Get into groups of 4 (new
people)
2.Identify a Customer Value
stream
3.Find the longest value
stream!!
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Group Process--Feedback
Read outs
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Customer/Supplier Model
Breakdowns
1. Mixing processes
2. Confuse ‗feedback‘ as
supplier
3. Think up/down vs. partners
4. Role of the ―stakeholder‖
5. Poor Management/Leadership
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Customer/Supplier Model
Breakdowns—Mixing Processes
Financial Services
Division A
• Budget Development Support Process
One Process=One Relationship
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Customer/Supplier Model
Breakdowns—Mixing Processes
Financial Services
Division A
• Budget Development Support Process
One Process=One Relationship
Supplier Customer
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Customer/Supplier Model
Breakdowns—Mixing Processes
Financial Services
Division A
Budget Development Support Process
One Process=One Relationship
Supplier Customer Requirements
Feedback
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Customer/Supplier Model
Breakdowns—Mixing Processes
Division
A Financial Services
Budget Audit & Compliance Process
One Process=One Relationship
Supplier Customer Requirements
Feedback
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Customer/Supplier Model
Breakdowns—Mixing Processes
Division
A Financial Services
Budget Audit & Compliance Process/
Budget Development Support Process
two Processes = UPSET
Supplier Customer Requirements
Feedback
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Customer/Supplier Model
Breakdowns—Feedback?
Division A
Financial Services
One Process=One Relationship
Supplier Customer
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Customer/Supplier Model
Breakdowns—Thinking Up/Down vs.
Partners
Flight Attendant--
servant
ME-The Customer!
United Airlines Transportation Process
Bad Behavior
Always has
Consequences!
―nobody is Better or
Worse than you are‖
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Customer/Supplier Model
Breakdowns-Role of the
―stakeholder‖
―Stakeholder‖ • A person/group who has a
vested interest in another‘s outcome
• Someone who can gain or lose
from the results of others
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Stakeholders—True Technologies
True
Technology
IBM
Security Systems Development Process
Supplier
Paying Customer
B O D
Technology Partners
DHS
Libya
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Managing Stakeholder Partnerships
1. What does each ‗stakeholder‘ have at stake?
2. How do you best relate to create a
partnership?
3. What level of influence can they have over
you?
4. What potential problems, breakdowns,
conflicts, might arise that you can take
preventive action on?
▫ BOD—audit committee
▫ DHS—know the security requirements
▫ VC—clarify their expectations for profit/results
5. STAY in communication—stay in partnership
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Customer/Supplier Model
Breakdowns--
Management/Leadership
• Management
“Planning, organizing, directing, and controlling the
people and other resources to produce an effective, efficient, intended outcome.”
Vincent Drucker quoting his father Peter Drucker
• Plan (Identify the end-state)
• Demand (Give people goals / objectives)
• Measure (Confront reality)
• Hold accountable (not blame/not whining)
• Consequences (positive/negative)
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Customer/Supplier Model
Breakdowns--Management/Leadership
• Leadership
―Bringing out the best in other and in
yourself by creating an environment that inspires, energizes, animates, and compels you to do and be the extraordinary…”
Warren Bennis
• Create a high performance culture
• Attract “adults” and upgrade our behaviors
• Challenge each other to be and do the extraordinary
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Customer Service—Assessment
1. Get into groups of 4 or 5 (new
people)
2. Identify where YOU have the most
breakdowns, difficulties or
challenges in the Customer/Service
Model
3. What have you seen today that can
help you be more effective?
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Customer Service—What works?
1. Hertz
2. Starbucks Good
3. Apple Store Management 4. Costco
5. Southwest Airlines or
6. Google
7. Target Good
8. Nordstrom Leadership
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Southwest Airlines
Service Operating Principles
•Servant‘s heart •Warrior‘s spirit
•Fun-loving attitude
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Customer Service
Managing and Leading Your Business Relationships
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Zipreality—is this service? • Larry,
• Buying and/or selling a home can be trying - especially in a market like ours. I am here to
help smooth the process - I can help a little, a lot, or I can just leave you alone… let me
know what works best. I sincerely appreciate the opportunity to earn your business and
will do my best to gain your trust.
• I am customer service driven and NOT sales driven, so....this means I will provide full
service real estate functions at your speed and your time frame. I do have a small request:
Could you take a minute to respond with a short note updating me on the status of your
home search plans and indicate your communication preference. To make this easy, I've
laid out 6 options below and you can simply respond with A, B, C, D, E or F or expand if
none apply:
• A – Thanks, but we are not interested at all. Please deactivate my account.
• B – Just browsing for now, will be serious in 2-4 months. Please contact me at that time.
• C – Just browsing for now, will be serious in 5-9 months. Please contact me at that time
• D – I am looking to buy or sell shortly. Please explain your rebate for buyers and/or your
discount for sellers.
• E – I need help NOW – CONTACT ME!
• F - I am currently working with another real estate agent.
• Vick