seven principles of outrageous customer service

FOR OUTRAGEOUS CUSTOMER SERVICE

OUTRAGEOUS

Excellent

Very Good

Average

Poor

YMCA NZ Children’s Services HuiMarch 27 & 28, 2014

SEVEN PRINCIPLES

You never know when you are going to touch someone in an important way.

TRANSLATIONEverything matters!

Wrap an experience around the transaction.

BE MEMORABLE FOR THE RIGHT REASONS!

moreaueugene

THE PROCESS OF ENGAGEMENTEvery engagement begins with a Discovery. To bring any kind of solution without a Discovery would simply be guess work.

Discovery goes in search of the current reality of your business. Several meetings and interviews of key people are used in the process of assessing and evaluating what the realities of the business are.

Most businesses will have a problem of ‘too much or too little’ - too much or too little of something happening - that, if left unaddressed, will hinder or block the business from achieving its critical business goals.

Diagnose means assessing what has been uncovered during the Discovery through

four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale of Satisfactory to Critical, which helps with specific thinking in the Design stage.

Design is where the solution is shaped using one of four paths for execution.

Delivery is the execution phase of the engagement. Execution is the single biggest challenge of any strategy. Hundreds of engagements have been developed on the strategy table but have failed in the execution.

DISCOVER

DIAGNOSE

DESIGN

DELIVER

un lock ing v i s ion . i nsp i r i ng pass ion . enab l ing t rans i t ion .

Helping You Talk About Your Busines Better

Unexpected

Disproportional

Compelling

UNEXPECTEDWhat could you do to

surprise your customer?

DISPROPORTIONALOut of proportion to the circumstances.

COMPELLING Creates positive word of mouth.

moreaueugene

THE PROCESS OF ENGAGEMENTEvery engagement begins with a Discovery. To bring any kind of solution without a Discovery would simply be guess work.

Discovery goes in search of the current reality of your business. Several meetings and interviews of key people are used in the process of assessing and evaluating what the realities of the business are.

Most businesses will have a problem of ‘too much or too little’ - too much or too little of something happening - that, if left unaddressed, will hinder or block the business from achieving its critical business goals.

Diagnose means assessing what has been uncovered during the Discovery through

four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale of Satisfactory to Critical, which helps with specific thinking in the Design stage.

Design is where the solution is shaped using one of four paths for execution.

Delivery is the execution phase of the engagement. Execution is the single biggest challenge of any strategy. Hundreds of engagements have been developed on the strategy table but have failed in the execution.

DISCOVER

DIAGNOSE

DESIGN

DELIVER

un lock ing v i s ion . i nsp i r i ng pass ion . enab l ing t rans i t ion .

Helping You Talk About Your Busines Better

SBWA

Unexpected

Disproportional

Compelling

ASK

OBSERVE

SERVICE BY WALKING AROUNDEngage your customer in conversation.

OBSERVE

ASK

Walk… Talk… Engage!

moreaueugene

THE PROCESS OF ENGAGEMENTEvery engagement begins with a Discovery. To bring any kind of solution without a Discovery would simply be guess work.

Discovery goes in search of the current reality of your business. Several meetings and interviews of key people are used in the process of assessing and evaluating what the realities of the business are.

Most businesses will have a problem of ‘too much or too little’ - too much or too little of something happening - that, if left unaddressed, will hinder or block the business from achieving its critical business goals.

Diagnose means assessing what has been uncovered during the Discovery through

four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale of Satisfactory to Critical, which helps with specific thinking in the Design stage.

Design is where the solution is shaped using one of four paths for execution.

Delivery is the execution phase of the engagement. Execution is the single biggest challenge of any strategy. Hundreds of engagements have been developed on the strategy table but have failed in the execution.

DISCOVER

DIAGNOSE

DESIGN

DELIVER

un lock ing v i s ion . i nsp i r i ng pass ion . enab l ing t rans i t ion .

Helping You Talk About Your Busines Better

SBWA

Team

Unexpected

Disproportional

Compelling

KSAR

DREAM

ASK

OBSERVE

moreaueugene

THE PROCESS OF ENGAGEMENTEvery engagement begins with a Discovery. To bring any kind of solution without a Discovery would simply be guess work.

Discovery goes in search of the current reality of your business. Several meetings and interviews of key people are used in the process of assessing and evaluating what the realities of the business are.

Most businesses will have a problem of ‘too much or too little’ - too much or too little of something happening - that, if left unaddressed, will hinder or block the business from achieving its critical business goals.

Diagnose means assessing what has been uncovered during the Discovery through

four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale of Satisfactory to Critical, which helps with specific thinking in the Design stage.

Design is where the solution is shaped using one of four paths for execution.

Delivery is the execution phase of the engagement. Execution is the single biggest challenge of any strategy. Hundreds of engagements have been developed on the strategy table but have failed in the execution.

DISCOVER

DIAGNOSE

DESIGN

DELIVER

un lock ing v i s ion . i nsp i r i ng pass ion . enab l ing t rans i t ion .

Helping You Talk About Your Busines Better

SBWA

Team Tech

Unexpected

Disproportional

Compelling

KSAR

DREAM

ASK

OBSERVE

COMMUNICATE

CAPTURE

moreaueugene

THE PROCESS OF ENGAGEMENTEvery engagement begins with a Discovery. To bring any kind of solution without a Discovery would simply be guess work.

Discovery goes in search of the current reality of your business. Several meetings and interviews of key people are used in the process of assessing and evaluating what the realities of the business are.

Most businesses will have a problem of ‘too much or too little’ - too much or too little of something happening - that, if left unaddressed, will hinder or block the business from achieving its critical business goals.

Diagnose means assessing what has been uncovered during the Discovery through

four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale of Satisfactory to Critical, which helps with specific thinking in the Design stage.

Design is where the solution is shaped using one of four paths for execution.

Delivery is the execution phase of the engagement. Execution is the single biggest challenge of any strategy. Hundreds of engagements have been developed on the strategy table but have failed in the execution.

DISCOVER

DIAGNOSE

DESIGN

DELIVER

un lock ing v i s ion . i nsp i r i ng pass ion . enab l ing t rans i t ion .

Helping You Talk About Your Busines Better

SBWA

Team Tech

Hero

GO POWER

Unexpected

Disproportional

Compelling

KSAR

DREAM

ASK

OBSERVE

COMMUNICATE

CAPTURE

PRAISE

GO POWERGoals… Short and in your face!Objectives…

People…Ownership…Work Design…Example…Reward…

Daily lists

Put people in jobs where they can shine.

Not buy-in. An emotional connection.

Let people think!You are the visible standard - always.

Model, measure and reward outrageous service.

moreaueugene

THE PROCESS OF ENGAGEMENTEvery engagement begins with a Discovery. To bring any kind of solution without a Discovery would simply be guess work.

Discovery goes in search of the current reality of your business. Several meetings and interviews of key people are used in the process of assessing and evaluating what the realities of the business are.

Most businesses will have a problem of ‘too much or too little’ - too much or too little of something happening - that, if left unaddressed, will hinder or block the business from achieving its critical business goals.

Diagnose means assessing what has been uncovered during the Discovery through

four action filters: Find, Win, Keep and Grow. This assessment is measured on a scale of Satisfactory to Critical, which helps with specific thinking in the Design stage.

Design is where the solution is shaped using one of four paths for execution.

Delivery is the execution phase of the engagement. Execution is the single biggest challenge of any strategy. Hundreds of engagements have been developed on the strategy table but have failed in the execution.

DISCOVER

DIAGNOSE

DESIGN

DELIVER

un lock ing v i s ion . i nsp i r i ng pass ion . enab l ing t rans i t ion .

Helping You Talk About Your Busines Better

SBWA

Team Tech

Hero

GO POWER

Unexpected

Disproportional

Compelling

KSAR

DREAM

ASK

OBSERVE

COMMUNICATE

CAPTURE

PRAISE

As Manager you only have three simple responsibilities:!

1. Clearly define outrageous customer service. !2. Remove obstacles and provide tools. !3. Reward outrageous service once delivered.

Conclusion

FOR OUTRAGEOUS CUSTOMER SERVICE

OUTRAGEOUS

Excellent

Very Good

Average

Poor

YMCA NZ Children’s Services HuiMarch 27 & 28, 2014

SEVEN PRINCIPLES