Eaquals International Conference, Lisbon, 21 – 23 April 2016

Creating a Culture of Customer Service

www.eaquals.org

History of Eton Institute

• Founded 10 years ago• 1 classroom

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Our EAQUALS Accredited Languages

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Ranked in the top 100 SMEs

Eaquals International Conference, Lisbon, 21 – 23 April 2016

• Growth• Innovation• Human Capital Development

• International Orientation• Corporate Social Responsibility

Start With Why

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Customer Service

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Wining the Client

Wants

Interests

Needs

Eaquals International Conference, Lisbon, 21 – 23 April 2016

WIN=

Humans are Helpful

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Values, Not Rules

Netflix Vacation Policy:

“There is no policy”

Eaquals International Conference, Lisbon, 21 – 23 April 2016

The Oberoi Hotels

Guest Mission Statement

We are committed to meeting and exceeding the expectations of our guests through our unremitting dedication to every aspect of service.

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Customer Service – Things to Avoid

• Focus on front line employees• Training specific skills or scripts• Pilot changes• Track traditional metrics

Eaquals International Conference, Lisbon, 21 – 23 April 2016

But Wait… There’s More

Eaquals International Conference, Lisbon, 21 – 23 April 2016

The Five Practices of Exemplary Leadership

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Inspiring a Shared Vision

• Envision the future by imagining exciting and ennobling possibilities

• Enlist others in a common vision by appealing to shared aspirations

Eaquals International Conference, Lisbon, 21 – 23 April 2016

Inspiring a Shared Vision

Eaquals International Conference, Lisbon, 21 – 23 April 2016