The 7 Steps to Superior Service

This dynamic presentation is specifically designed to motivate frontline employees to improve their customer service. The presentation incorporates sophisticated visuals,
humorous anecdotes, hard-hitting facts and relevant case studies. The aim is to dramatically illustrate the need for continuously improving service delivery. In addition, we utilise an acronym of the word SERVICE to outline seven essential service deliverables.

These are outlined below:

SPEED – Immediate acknowledgement, answer phones within 3 rings, time is money, managing queues, avoiding delays, multi tasking, developing a sense of urgency.

ENTHUSIASM – For your customer, your products, your job and your service levels. We demonstrate how enthusiasm is infectious; it delights the customer helps to build a deeper
relationship.

RESPONSIBILITY – The buck stops here, the truth about the blame game, admitting our mistakes, taking ownership, following up on issues, keeping our promises and being there
for our team members.

VERSATILITY – Lateral thinking, flexibility, escaping comfort zones, being proactive, thinking on your feet and adapting to change.

I CARE – Do we really care, how do we show it, being sincere, small things make the difference, showing empathy, interacting with kids, remembering personal details,
important events and family details.

COMMUNICATION – Definition of communication, the 4 key components of effective communication, body language, tone of voice, speaking clearly, listening effectively,
creating rapport.

EXTRA MILE – Going the extra mile, bending over backwards, double-checking to ensure satisfaction, adding value, understanding special requirements, personalising the
relationship, and ensuring that our valued customers keep coming back for more.

Superior Service delivery is also about attitude. The presentation covers self – management skills and practical self-motivation techniques to achieve behavioural
change.

Where possible, we will reinforce your current service improvement initiatives during the
presentation.