How to create and

adopt strong
Customer
Service
Culture?
 Customers are
Revolting...
Enough is enough!

2
 Why We Give Bad Service …
1. We don’t understand the purpose of being in
business
2. We don’t understand customers
3. We don’t understand what business we’re in

You aren’t in the coffee business serving people.

You’re in the people business
serving coffee.
Howard Schultz, Starbucks

3
The first step
Toward great SERVICE is
WILLINGNESS
You can create GREAT service if you want to –
but you have to WANT TO.
However, you have to give up your excuses first.
Ask yourselves this question: Why aren’t we
giving it all we’ve got?
Decide to put some OOMPH into your
ordinary!
Start with the
Right People
– They have to love people
– They must be active
– They must be willing to serve
– They must be outgoing
– They must have non-discriminatory attitudes
about other people
 You can’t teach someone to smile,
You can’t teach someone to want to
serve, You can’t teach someone
personality.
What we can do, however, is hire people who
have those qualities and we can then teach
them about our Service and teach them our
culture.

9
Customer-
keeping
vision
Nothing does more to transform a company
than clear vision.
Remember how James Good fellow, holder of
modern ATM services, animated the whole
vision of providing the 24*7*365 round the
clock services to satisfy the financial need of
modern customers.
 Seven
Essential
Behaviour
s
1. Create a customer-keeping vision;
2. Saturate your company with the of the
voice customer;
3. Go to school on the winners;
4. Liberate your customer champions;
5. Smash the barriers to customer winning
performance;
6. Measure, measure, measure;
7. Walk the talk.
Guidelines
for Action

OHT 10a
• Invest in customer relationships;
• Communicate a consistent intent to form co-
operative relationships with customers, but be
• flexible in actions;
• Respect customers as people;
• Trust customers so that they trust you;
Ask for and use the ideas and assistance of
customers;
• Be open to influence so customers are open;
Express genuine warmth and caring for
customers
Pitfalls to
Avoid
• Believe that employees can establish relationships by
themselves;
• Search for one right plan of action good for all
situations & customers;
• Prove employees have power & are always right;
• Assume customers are always right & employees
always wrong;
• Keep an interpersonal distance from customers.
 Making
customer
service
everybod
y’s
business
Unless every employee assumes
responsibility for customers’
experience, service dies.
5 Golden
Rules
1. Listen with understanding;
2. Ask questions;
3. Apologise for the inconvenience;
4. Take fair and just corrective action;
5. Remain courteous.
Given a choice
Between a
smiling
person and
one who is
frowning, w
ho would
you
approach?