kaizen customer service slides grahamphelps.com
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Kaizen and Internal Customer Service
Graham Roberts-Phelps
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Change is the only constant
• External events and shifts• Organisational evolution• Customer expectations• Business demands
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Starting point
Not what you do, but who you are.
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Key focus points
1. Competence2. Knowledge3. Relationships4. Easy to work with5. Inspire confidence6. Add value
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• “It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change”
Charles Darwin
www.grahamphelps.com
Kaizen and Internal Customer Service
Graham Roberts-Phelps