The Role of Leadership inCreating a Culture of

Excellence

The Role of the Leader in Creating a Culture of Service Excellence

The customer is the most important visitor on our premises.

He is not dependent on us. We are dependent on him.

He is not an interruption of our work. He is the purpose of it.

He is not an outsider of our business. He is part of it.

We are not doing him a favor by serving him.

He is doing us a favor by giving us the opportunity to do so.

--Mahatma Gandhi

We will cover:• The Three Dangers

that Impede Excellence

• Key Qualities of a Purpose-Driven Leader

• The Six Principles of Service Excellence

• Applying What You Have Learned

The Role of the Leader in Creating a Culture of Service Excellence

The Role of the Leader in Creating a Culture of Service Excellence

What are Your Current What are Your Current Service Challenges?Service Challenges?

• Consistency in Service

• Employee Engagement

• Customer Problem Resolution

• Empowerment

• Team Alignment & Communication

• Accountability

• Service Philosophy

• Other

The Role of the Leader in Creating a Culture of Service Excellence

Non-Believers

Believers ChangeAgents

The Three Levels of Engagement

The Role of the Leader in Creating a Culture of Service Excellence

The Three DangersThe Three DangersThe Three DangersThe Three Dangers

CompromiseCompromiseLack of

AccountabilityLack of

AccountabilityInconsistencyInconsistency

The Roadmap The Roadmap to Excellenceto Excellence

Customer Loyalty

Department Accountability

Lead

ers

hip

Develo

pm

en

t

Philosophy,

Values & Cultu

re

Work

En

vir

on

men

t&

Team

work

Quality/

Continuous Improvement

Selection

Process Skill &

Knowledge

The Role of the Leader in Creating a Culture of Service Excellence

Does Your Team Know….Does Your Team Know….• What is the definition of service excellence?

• What is necessary to achieve high customer loyalty?

• How their 100% engagement is linked to service excellence?

• What is the purpose of leadership in driving excellence?

The Role of the Leader in Creating a Culture of Service Excellence

Customer Service Service Excellence

Meeting Expectations

Compliance with Needs

Meeting Standards

Warm & Friendly

Competent / Knowledgeable

Focus on Function

Customer Satisfaction

Exceeding Expectations

Compliance and Anticipation

Exceeding Standards

Accommodating & Flexible

Subject Matter Expert

Focus on Purpose

Customer Loyalty

The Role of the Leader in Creating a Culture of Service Excellence

Customer Loyalty

CustomerSatisfaction

PersonalizedService

Defect-FreeProduct

Easy, EffectiveProblem Solution Process

Warm & FriendlyService

ContinuousImprovement

The Role of the Leader in Creating a Culture of Service Excellence

Curt CoffmanEmployee Engagement Global Practice LeaderThe Gallup Organization

““We’re running as an economy We’re running as an economy at 30 percent efficiency”at 30 percent efficiency”

Only 3 out of every 10 employeesOnly 30 out of every 100 employees...are working at their highest potential

The Role of the Leader in Creating a Culture of Service Excellence

EMPLOYEE ENGAGEMENTEMPLOYEE ENGAGEMENT

Service Excellence cannot be achieved without PEOPLE! They must clearly understand:

• PURPOSEPURPOSE – What is my purpose?

• ROLEROLE – What is expected of me?

• ACTIONSACTIONS – What must I do?

• SYSTEMSSYSTEMS – What processes are in place to make me successful?

ACTIONSROLE

SYSTEMS

PURPOSE

The Role of the Leader in Creating a Culture of Service Excellence

Leadership Function Leadership PurposeManage and oversee department or division operations

Operate within budget

Hire and manage employees

Attend meetings

Control costs and waste

Maintain and improve worker productivity

Handle internal/external conflict

Complete reports

Maintain safe work environment

Inspire, lead and motivate employees to achieve greater goals

Set the vision and mission for the department or division

Be a mentor, coach and role model

Ensure the team is aligned around a common purpose

Provide direction, praise and recognition for a job well done

Develop the skill and talent of their team

The Role of the Leader in Creating a Culture of Service Excellence

Senior Leadership Alignment & Accountability

The Six Principles of Service Excellence is a comprehensive approach to effectively improving the work environment, employee performance and

the service experience for your customers all in one initiative.

Principle 6Measurement &

LeadershipAccountability

Principle 5Organizational

Alignment

Principle 4Intervention &

LearningStrategy

Principle 3Service

Standards

Principle 2BusinessObjectives

Principle 1Vision and Mission Statement

The Role of the Leader in Creating a Culture of Service Excellence

Level I CREATES THE BASIS FOR THE CULTURE

Level II CREATES THE BASIS FOR SUSTAINABILITY

Level IIICREATES THE BASIS

FOR CREDIBILITY

Vision/MissionBusiness Goals

Service Standards

Intervention &Learning Strategy

Organizational Alignment

Measurement & Leadership

Accountability

The Six Principles of Service Excellence

Your role as a Leader is to ensure that your service philosophy is:

• Known• Clearly Understood• Relevant• Aligned• Discussed• Acted On• Measured

Creating a Culture of Service Excellence has a

Trickle Down Affect

Senior Leadership

Managers

Supervisors

Employees

The Role of the Leader in Creating a Culture of Service Excellence

EXCELLENCE EXCELLENCE ==

(Utilization of the Six (Utilization of the Six Principles)Principles)

AlignmentAlignment

++

ConsistencyConsistency

++

AccountabilityAccountability

++

TeamworkTeamwork

++

EmpowermentEmpowerment

Note:Service Excellence

cannot be achieved without these five basic elements!

The Role of the Leader in Creating a Culture of Service Excellence

The Role of the Leader in Creating a Culture of Service Excellence

“The Greatest Danger for most of us is not that we aim too high and we miss it, but we aim too low and reach it.”

--Michelangelo

“The Greatest Danger for most of us is not that we aim too high and we miss it, but we aim too low and reach it.”

--Michelangelo

What’s the Next Step• AssessAssess your team

• Determine your GapsGaps

• Devise a plan for ImprovementImprovement

• InvolveInvolve and EmpowerEmpower your employees

• Be a RoleRole ModelModel for Excellence

• Create a Work Environment that Makes “Service Excellence” SustainableSustainable, not a program of the month

• Do not Compromise – be ConsistentConsistent

• Remember…There is NoNo ExcuseExcuse for substandard service!

The Role of the Leader in Creating a Culture of Service Excellence

Vision/MissionBusiness Goals

Service Standards

Intervention &Learning Strategy

Organizational Alignment

Measurement &Leadership Accountability

Other Leadership Other Leadership Presentations that May Presentations that May

Benefit Your TeamBenefit Your Team• The Six Principles of

Service Excellence

• Creating a Culture of Excellence through Line-Ups

• Raising the Bar to Drive Excellence

• Employee Empowerment & Problem Resolution

Thank You!Thank You!For More Information

Visit Our Website Today

www.psbydesign.com

The Role of the Leader in Creating a Culture of Service Excellence