The Art Of Service Mindset Final

Tetra Pak Technical Service

Selected text from an article byWilliam F. Orilio, MHS

Peter Berthagen

Service

The art of giving Tetra Pak customers a

high quality service experience

Based on the article: Defining Customer Service:

the Customer’s Perception is our Reality / William Orilio, MHS / September 2004



Peter Berthagen

You might not be able to

define service, but you

know it when you find it,

and so do our customers.



Peter Berthagen

Service is an elusive

concept that is extremely

difficult to measure and

evaluate.



Peter Berthagen

In today’s competitive

marketplace service is the

most important thing a

company has to sell.

It truly makes the

difference when two

businesses offer

essentially the same

product.



Peter Berthagen

“Moments of truth”

We create one every time

we come in contact with a

customer and we make a

good impression or a bad

one for the organization

we represent.

This sets the tone for the

rest of the customer’s

experience…



Peter Berthagen

If you consider the effect

that one person can have

on the entire customer

experience, and multiply

that by a dozen or more

employees, you can see

that the moments of truth

have increased

exponentially.



Peter Berthagen

Customer service is

difficult to explain, and

difficult to understand.

The people who know it

best are customers,

because they are the ones

who know what they

want. And because they

are the ones who know

what they want, it is our

customers we should be

listening to.



Peter Berthagen

A demanding customer is

not a bad customer.

When you make a

proposal to a demanding

customer, and he or she

ends up going to another

supplier they’ll be

disappointed if the service

they get isn’t equal to what

you have created.



Peter Berthagen

To understand the truth

about service you have to

realize that customer

service has to always be

defined from the

customer’s perspective.

In fact, you need to

remember that the

customer’s perception is

our reality.



Peter Berthagen

We all know that

successful service is not a

one-time event; you have

to work hard at it.

It is only as good as your

latest encounter.



Peter Berthagen

The importance of

customer service is forever

clear: even the most

perfect product isn’t good

when service is poor,

because poor service

leaves a bad taste in your

mouth.



Peter Berthagen

Executives around the

world recognize service as

the most important tool a

company can use to

differentiate itself from

the competition.

Therefore, they also

realize that the most

important people in any

company are those who

provide service.



Peter Berthagen

People working with

customers might tell you,

“I already know all that.”

That’s great, but it doesn’t

matter if they know what

to do; it matters if they do

what they know.



Peter Berthagen

“You never get a second

chance to make a first

impression.”

The first thirty seconds

sets the tone for each

experience.

The most important first

step for anyone working

with customers is creating

a bond of trust and

credibility.



Peter Berthagen

If it’s true that almost

everything you become

and accomplish in your

life happens with and

through other people,

then the ability to create

rapport with other people

is the most important skill

you can learn.



Peter Berthagen

You can’t sell something

you don’t know anything

about, and you won’t

suggest something if you

don’t know anything

about it.

Closing a sale is actually a

transfer of enthusiasm. It

is hard to be enthusiastic

about something you don’t

know anything about and

you can only sell

something to the degree

that you believe in it.



Peter Berthagen

It is important to

remember that in every

service opportunity there

is a sales opportunity, and

in every sales opportunity

there is a service

opportunity.

You can have the best

product in the world, but

if you don’t sell it, you still

have it.



Peter Berthagen

I’ll come back and remind

you of this basic premise:

“It’s not knowing what to

do that matters, but doing

what you know that

matters”.



Peter Berthagen

Caring is the golden key.

You have to care that your

customers get the best

service and the best value!



Peter Berthagen

Tetra Pak

Technical Service

Documents

The Art Of Service Mindset Final