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How Outstanding Organizations Consistently Deliver Excellent ServiceTRANSCRIPT
By Cheryl Smith, IOMPresident, CultureSmith Consulting
SELECT2How outstanding organizations
consistently deliver excellent service
From EXCEL to Select2
S SE EL LE EC CT T
The Heart of ServiceS _______________ S _______________
A Firm FoundationServant vs. SlaveWho comes to mind?What characteristics do they have?
Photo by Never Was an Arrow II
May I get you something to drink?
Rock Bottom Café – Jacob
Personal responsibility
Positive
The WOW FactorE _______________ E _______________
Customer FocusWho are they?What do they want?Are you sure?ABA
From “Service Excellence”“If you can’t take care of a customer’s basic problem, at least try to take care of the mess it caused.”
“If you do enough things right, the customer is very forgiving
of the things you do wrong.”
“Service excellence doesn’t require as much emotional energy as service mediocrity.”
“Doing an excellent job is a lot more satisfying than doing a mediocre job.”
Tina TurnerWhat’s Love Got to Do With It?L _______________ L _______________
Where are the leaders?Authority vs. PowerA picture is worth…AgapeEncouragementAccountabilityWho believes in you?
Puttin’ On the RitzE _______________ E _______________
Doing it WellKnow what’s expectedHave the right toolsHave the freedom to do what’s necessary
Photo by SD Dirk
For the ThinkersC _______________ C _______________
EQNWhat are the
processes?Are they customer
focused?Are they
consistent?
Who’s Got Your Back?T _______________ T _______________
Photo by Bogdan Morar
Calling All Sports FansNo silosLaughterCommunicationVital FriendsGuess who?
City Slickers
Additional ResourcesLip Service by Hal BeckerQBQ by John G. MillerThe Servant by James HunterService Excellence by Price Pritchettwww.SimpleTruths.comVital Friends by Tom Rath
Cheryl Smith, IOMPresidentCheryl at culturesmithconsulting dot
com www.culturesmithconsulting.com