In Search of Customer Excellence by Derek Hendrikz
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Transcript of In Search of Customer Excellence by Derek Hendrikz
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Copyright © 2015
Derek Hendrikz Consulting
www.derekhendrikz.com
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Service Excellence vs.
Customer Service
Things have Changed!
www.derekhendrikz.com
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Service Excellence is the
contextual science of
understanding why
customers want things –
and then giving them what they want ,
where they want it,
when they want it,
how they want it,
on the double!
www.derekhendrikz.com
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www.derekhendrikz.com
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How to get rid of your customers –
Six fool proof ways!
1. Internal Focus
2. Perception of Security
3. Rewarding Incompetence
4. Rewarding Complication
5. No reason for providing Customer Delight
6. Giving employees Authority without Power
www.derekhendrikz.com
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Service Excellence-
Lessons from the Wild
It’s all about PURPOSE
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Introducing the
Nanotech Customer
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What the Future Customer Wants!
Customization
Speed
Reliability
Convenience
Affordability
www.derekhendrikz.com
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Fortune 500 - Secrets of
Service Excellence
1. Focus all energy on results.
2. Empower frontline staff to produce
results.
3. Reward results and
4. Implement Service Excellence though
small decisions, made consistently
www.derekhendrikz.com
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Service Excellence
You must make the difference
www.derekhendrikz.com
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Thank you for attending this presentation
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