Copyright © 2015

Derek Hendrikz Consulting

www.derekhendrikz.com

Service Excellence vs.

Customer Service

Things have Changed!

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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!

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www.derekhendrikz.com

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

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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

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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

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Service Excellence

You must make the difference

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Thank you for attending this presentation

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