1. Orginspire - A Great Training Company - orginspire.com
Objectives
Identify the role importance of excellent customer service to the Total Refrigeration business .
Identify our customer groups and what they expect from us as a team.
Understand the key elements of excellent service and where we excel and could improve.
Focus on how we can create an excellent service experience through communication.
Create a service vision for future improvement .
Orginspire - A Great Training Company - orginspire.com

2. Orginspire - A Great Training Company - orginspire.com
Content Overview
The business case for Excellent service.
What customers want.
What a good job looks like.
Challenging our approach.
Continual improvement.
Effective communication skills 1
Our customer charter.
Next steps.
Orginspire - A Great Training Company - orginspire.com

3. Orginspire - A Great Training Company - orginspire.com
Our Approach
Flexible – its your day.
Questions – any time / place /where.
Practical – get your feet wet.
Personal –make it your own.
Participative – share ideas / experience
Documentation – notes / doinks
Breaks – time to think
Orginspire - A Great Training Company - orginspire.com

4. The Brand Wagon
Customers will pay 19% more for a leading brand name as compared to a weak brand
18% of a consumer’s decision to purchase is determined by brand issues
Once consumers buy a branded product or service, they become more aware of the brand’s advertising. This, in turn, leads to more sales. That first buy is critical for the brand
More employees stay with a company when the company lives its brand internally
Orginspire - A Great Training Company - orginspire.com

5. Orginspire - A Great Training Company - orginspire.com
Elements of Service
Material vs. Personal Emotional vs. Rational Internal vs. External Moments of Truth
Orginspire - A Great Training Company - orginspire.com

6. Orginspire - A Great Training Company - orginspire.com
The Olympic Gold
9.4 Olympic Standard
0.2 Risk
0.2 Originality
Virtuosity
The Perfect Ten
Peter Vidmar 1984
Orginspire - A Great Training Company - orginspire.com