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Creating a Service Culture Charlie Ingram In your organization.

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Presentation on theme: "Creating a Service Culture Charlie Ingram In your organization."— Presentation transcript:

1 Creating a Service Culture Charlie Ingram In your organization

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4 IT’S ABOUT WHAT YOU ARE! A Service culture isn’t about what you do…

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6 143 ft.

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8 288 ft.

9 Clients vs. Customers—When we see those we serve as clients, as opposed to customers, we tend to see our obligation to them “begin” with the sale instead of end there. It is the maintenance of clear communication that creates long term relationships that sustain us as a service organization.

10 Client Centered Flexibility vs. Rigid Systems— Although it is important to have good repeatable systems and processes to minimize errors and set right expectations for clients and team members, we will benefit from the ability to flex and adapt. The flexibility that is borne of “listening” and making adjustments that improve our service to a client today, will be our differentiating factor in securing the next client relationship tomorrow.

11 Put things in perspective

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13 Initiative vs. Cautiousness—Under the auspices of accountability, every team member is presumed to have valuable input to how we can better serve our clients. Not every idea floated or tried has the same measure of value to the organization, but the ones left unspoken or untried are guaranteed to have no value to the organization. initiativeideas Success

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15 6’5” 270 lbs.

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17 Integrity vs. Dishonesty—Clients can never expect us to be perfect (though we will strive for it). But they should have every expectation that we will do what is right…do what we promise…and communicate any problems (and the proposed solution with an expected timeline) quickly and thoroughly.

18 Core Values Statements: Clients vs. Customers—When we see those we serve as clients, as opposed to customers, we tend to see our obligation to them “begin” with the sale instead of end there. It is the maintenance of clear communication that creates long term relationships that sustain us as a service organization. Client Centered Flexibility vs. Rigid Systems—Although it is important to have good repeatable systems and processes to minimize errors and set right expectations for clients and team members, we will benefit from the ability to flex and adapt. The flexibility that is borne of “listening” and making adjustments that improve our service to a client today, will be our differentiating factor in securing the next client relationship tomorrow. Initiative vs. Cautiousness—Under the auspices of accountability, every Veritas team member is presumed to have valuable input to how we can better serve our clients. Not every idea floated or tried has the same measure of value to the organization, but the ones left unspoken or untried are guaranteed to have no value to the organization. Integrity vs. Dishonesty—Clients can never expect us to be perfect (though we will strive for it). But they should have every expectation that we will do what is right…do what we promise…and communicate any problems (and the proposed solution with an expected timeline) quickly and thoroughly.

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20 CEO Accounting MGR COO Exec Asst Ben. Coord Dir. Client Care Risk Mgr. Dir. Sales & Mktg ControllerStaff AccountantStaff Fin. Analyst Payroll Mgr.Office Mgr. Markets Mgr.Channel Mgr.Agent Mgr. CCS Reception CCS Pay Spec. Intern AP/AR Dir. Dep/ Pos Pay Reg. Sales Sales Supp Tax/ filing Dir. HR Chart of Organizational Accountability/Support Operations Training Specialist

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22 Has this been helpful? Please let me know…. SUGGESTIONS


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