DOPsys Level 3Project Manager

Think Customer

Agenda

To understand the importance of focussing on delivering exceptional customer service

To think about where we are now in the business and where we want to be

Your role in delivering exceptional customer service consistently through your own actions and those of your teams.

So…how do customers measure customer service?

When do you think about customer service?

A trip to a restaurantFilling the car up at the petrol station

When in a supermarket

For most people the association of customer service comes during daily life outside of work, the most common measure coming from interaction in a supermarket.

So it is not unreasonable for our staff to be measured against these supposedly customer focused businesses

What do we want to be known for?

Our reputation is built as much on the service we give as the products we provide….

Do you think it is easier to be known for your service or your products?

Why do you think it is important we deliver a consistent message/service to our customers?

Recognisable Consistent Trusted

What happens if we get it wrong?

For every person that has a poor customer experience with us they will tell 20 + others!!

What other consequences are there of offering poor customer service? In groups - discuss

Poor reputation

Loss of sales / profits

Lack of trust Tell others

Find another service provider Business

fails!

Going Forward - The Customer Service Model

Customer Service Model Focuses on the below

Friendly

Organised

Lasting Impressions

Customer Service Skills

Knowledge

Behaviours

Friendly

We are going to review some retail customer views on service and how the business has got to this stage

What the customer sees…..“When I go into the store there is always someone available to help me. The staff give the impression they are always on the lookout to help customers, either at the checkout or on the sales floor”

What the team should do….. Give a warm welcome – make eye contact smile and greet customers in a natural way Be friendly and approachable with all customers

No different to how we expect our teams to be when carrying out the final mile

Organised

What the customer sees…..“Service at the checkout is quick and efficient. At busy times they open all available tills or provide extra help with packing. They manage the queues well, ensuring all customers are served in the right order, offering a genuine apology if I have to wait”

How could you relate this to our business?What would you see as being organised when on site?How would you build this into your teams customer service vision?

Lasting Impressions

What the customer sees…..“I feel taken care of when the assistant makes a point of giving me my change, receipt and any cards back separately. I

am given time to put everything away and leave the counter before the next customer is served”

What the team should do…..Maintain eye contact and give the customer your attention until they are ready to leaveThank the customer and say goodbye in a warm and friendly way. Say something extra that is appropriate to the customer

Do you see the link between how these real customers found the experience of exceptional customer service and the added value this brings to a business and the service levels for DOPsys and the final mile?

How can we deliver great customer service consistently?

C – Clear service standardsO – Only make promises we can keep – or exceed

N – Never say no to a customers reasonable requestS - Strong Service mindsetI – Impress the customers with our attention to detailS – Surpass customers expectationT - Train the teams to know the products/promotionsE - Ensure all systems are reliable N – Never stop thinking how to improveT – To understand/accept your customer feedback

Consistency means delivering our customer promise every timeConsistency builds trust in our service & brand and in turn builds customer loyaltyIt’s the quality of our behaviours that bring people back and turns customers into loyal customers!It supports our brand

The customer at the heart of our business…

We must :-

•Change our mindset

•Focus on behaviours

Your role in delivering Exceptional Customer Service

We have looked at why Customer Service is important to our business, where we want to be and how we can get there. In this final session we will be looking at your role in delivering this in your stores, yourself and through your teamsWe will be looking at key behaviours, skills and tools you can use

• What is your role in delivering exceptional, consistent Customer Service

• Behaviours • Skills

• What is your role in delivering exceptional, consistent Customer Service through your team?

• Behaviours• Skills• Tools

What’s your role?

What’s your role?

Role model

Awareness

Positive attitudeResponsive

Focus on customerMotivate themselvesBehaviours

SkillsPeople planningTraining & Development

Giving feedback

Multi taskingDelegating

Calm and professional

Self Talk

• Have you ever talked yourself into a mood just by what you say to yourself?• Its not just the words you day to yourself but also how you say them

• If you feel good about yourself you appear more confident!• If you talk yourself down your confidence falls

Choosing your Attitude

SITUATION

SELF-TALK

FEELINGS

ACTION

Be positiveWhen you hear Yourself :

saying/thinking something negativeblaming someone/something else

Rephrase it into something positive

Make the change

CHOOSE TO BE POSITIVE!

Your role in engaging your team to deliver exceptional customer service?

This is the Best Company’s Model to promote engagement. We need to consider this when thinking about engaging our teams

Considers – your team - as a behaviour this earns trust and respect from your colleagues

Cares – about your team as this demonstrates that you appreciate each individual and that each is personally valued

Motivate your team – this helps them to develop and do their best

Communicate – to your team – let them know what is going on, what is expected of them and how they are doing

Sustainability and you!

Why does it matter to me, I am just planning a technical final mile logistics task!

How can I make a difference?

It’s the governments problem, I am only send a team and lorry across the city!

What’s in it for us?

Being Green and Sustainable Has It's Advantages

Incorporating sustainability initiatives into warehouse and distribution center (DC) design is proving to be a win-win proposition.

It mitigates harmful effects to the environment, encourages worker safety and comfort, while winning the respect of your customers and community.

But from a more critical business perspective, it also lowers operating costs, ultimately improving a company’s financial performance.

Do you plan the most economical route or was it what you think is the quickest? If it save 20 miles is it lost to sitting in traffic?Are you managing the

warehouse and reducing double handling?

You tell the team we recycle? But did you explain the benefits to why we do it?

"Sustainable development is development that meets the needs of the present, without compromising the ability of future generations to meet their own needs."

Your challenge now is to take away your new people management skills and apply them to everyday working life.

Thank you for attending todays this DOPsys training workshop