.

•.

Customer Service Excellence

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Agenda

• Tools/Actions Used
• Behaviours
•Q&A

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Tools/Action Used

• Spent Time Matrix

• Goal Setting
• Problem Solving Model

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Spent Time Matrix

Urgent Not Urgent

Q1 Crises management Q2 Prevention, Important

Deadlines Planning ,
Recreation

Q3 Interruptions Q4 Pleasant activities

Meetings Busy work
Popular Activities Time Wasters Not Important

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Smart Goal Settings:

•S Specific
•M Measurable
•A Achievable
•R Realistic/ Relevant
•T Time bound

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Problem Solving Model:

•I Identify Problems
•D Define alternative goals
•E Explore Possible Strategies
•A Anticipate And Act
•L Look And Learn

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Behaviours:

• This helped me to organize my Queue.

• This helped me to have proactive work on Sev-1 SR’s 24*7
• This helped me to finish my work on time and customer satisfaction.
• This helped me to change my prospective of work that customer
satisfaction should be first.

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Thanks

Q&A

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