AGENDA
 AN
OVERVIEW OF
CUSTOMER SERVICE
 VISION AND MISSION
 CORE COMPETENCIES
 SUCCESS FACTORS
 OBJECTIVES & STRATEGIES
 CULTURE
 VALUE STATEMENT AND
CODE OF ETHICS
 CUSTOMER SERVICE
STANDARDS
THE PROCESS OF CUSTOMER SERVICE
STRATEGIC
LEADERSHIP
VISION
MISSION
CORE COMP
CULTURE
OBJECTIVES
STRATEGIES
VALUES
IMPLEMENTATION
EVALUATION
CULTURE
WHAT IS A VISION AND MISSION?

A VISION IS MANAGEMENT’S VIEW
OF THE KIND OF COMPANY IT IS
TRYING TO CREATE. IT IS THE BIG
PICTURE OF WHO WE ARE AND
WHERE ARE WE GOING.
A
MISSION STATEMENT
DEFINES THE PURPOSE OF THE
ORGANIZATION. ANSWERS
QUESTIONS SUCH AS WHO WE
ARE, WHAT WE ARE HERE FOR
AND WHERE ARE WE GOING.
IT IS THE PRESENT STATE OF
THE ORGANIZATION.
HOW DO WE HAVE A WELL CONCEIVED
STRATEGIC VISION AND MISSION?
 WE
MUST UNDERSTAND
WHAT BUSINESS WE ARE IN
 COMMUNICATE THE VISION
IN WAYS THAT ARE CLEAR ,
EXCITING, AND INSPIRING
 DECIDING WHEN TO ALTER
THE COMPANIES STRATEGIC
COURSE AND CHANGE ITS
MISSION
Example CAMPUS DINING VISION
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AN ORGANIZATION BASED ON A TEAM
EFFORT THAT REWARDS EXCELLENCE
A PLACE WHERE EMPLOYEES ARE
RESPECTED AND WANT TO WORK
AN ORGANIZATION THAT THRIVES ON
INNOVATION AND CALCULATED RISK
TAKING
A PLACE WHERE ONLY THE BEST PEOPLE
WORK AND WANT TO DO THEIR BEST
AN ORGANIZATION BASED ON SOUND
BUSINESS SENSE AND INTEGRITY
AN OPERATION THAT WILL MAXIMIZE
PROFITS WHILE MAINTAINING LONG-TERM
GROWTH AND PROSPERITY
AN OPERATION DRIVEN BY CUSTOMER
SERVICE STANDARDS AND FOCUS
Example CAMPUS DINING MISSION

TO BE AN INTEGRAL PARTNER
WITH EMORY BY PROVIDING
EXCELLENT CUSTOMER SERVICE
IN A PROGRESSIVE, INNOVATIVE
AND CHALLENGING
ENVIRONMENT. WE STRIVE TO
EXCEED THE CLIENTS
EXPECTATIONS IN SERVICE,
ATTITUDE, QUALITY, AND
CLEANLINESS. WE ENDEAVOR TO
PROVIDE AN ENRICHING AND
REWARDING WORK EXPERIENCE
FOR OUR EMPLOYEES IN AN
ACHIEVEMENT BASED HIGH
PERFORMANCE CULTURE.
WHAT ARE CORE COMPETENCIES
A
CORE COMPETENCE IS
SOMETHING A COMPANY
DOSE ESPECIALLY WELL
IN COMPARISON TO ITS
COMPETITORS THEY ARE
KEY TO OUR SUCCESS
 BUILDING CORE
COMPETENCIES GIVES US
A COMPETITIVE
ADVANTAGE
CORE COMPETENCIES

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MANAGEMENT AND STAFF
DEVELOPMENT
QUALITY FOOD
OUTSTANDING SERVICE
TOP NOTCH CATERING
MAINTAIN LOW COST
CLIENT RELATIONS
CUTTING EDGE
INNOVATIONS
WHAT IS A STRATEGY
 STRATEGY
IS HOW
TO ACHIEVE THE
OBJECTIVE. THE
OBJECTIVES ARE THE
“ENDS” WHILE
STRATEGIES ARE THE
“MEANS”
SETTING OBJECTIVES
 OBJECTIVES
CONVERTS THE
VISION INTO TARGETED
OUTCOMES AND
PERFORMANCE MILESTONES
 MUST BE QUANTIFIABLE
 TIME SPECIFIC
 ACHIEVABLE
 WHO IS RESPONSIBLE
KINDS OF OBJECTIVES
TWO KEY TYPES
 FINANCIAL
PERFORMANCE
 STRATEGIC
PERFORMANCE
OBJECTIVES
 LONG
RANGE
LONGER THAN A YEAR
START NOW FOR THE FUTURE
HOW TODAY DECISION EFFECTS
THE FUTURE
 SHORT
TERM
A YEAR OR LESS
IMMEDIATE RESULTS TO BE
ACHIEVED
IT’S THE SPEED AND LEVEL OF
PERFORMANCE OF THE
ORGANIZATION TODAY
HOW TO MAKE A
STRATEGY SUCCESSFUL
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PUT TOGETHER A STRONG
MANAGEMENT TEAM WITH THE
RIGHT CHEMISTRY
BUILDING CORE COMPETENCIES
ORGANIZATIONAL CAPABILITIES
A CULTURE THAT SUPPORTS
STRATEGIES
LEADERSHIP DIRECTION
IMPLEMENTATION - HOW TO
EXECUTE STRATEGY
MUST BE INCLUSIVE
CULTURE - WHAT IS IT?
 CORPORATE
CULTURE REFERS
TO A COMPANY’S
VALUES, BELIEFS,
TRADITIONS,
OPERATING
STYLE, AND
INTERNAL WORK
ENVIRONMENT
HOW DO BUILD A
SUPPORTIVE CULTURE?

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LEADERSHIP
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MODELING
MOTIVATING
SHOWING RESPECT
INSIST ON EXCELLENCE
MBWA
COMMUNICATE THE
VISION
INVOLVEMENT
SHOW IMPORTANCE IN
WORK
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SET EXPECTATIONS
TEACH AND COACH
BUILD GROUP PRIDE
GOOD ATTITUDE
HIGH ENERGY
NEVER GIVE UP
BE PROFESSIONAL
RECOGNIZE GOOD WORK
STRESS RELATIONSHIPS,
VALUES AND COMMITMENT
SHARE INFORMATION
SUPPORTIVE CULTURE
 STRONG
LEADERSHIP
 LONG TERM
COMMITMENT
 A REAL CONCERN FOR
CUSTOMERS AND
EMPLOYEES
 STRATEGY AND CULTURE
MUST WORK TOGETHER
IN ORDER FOR THE
STRATEGY TO BE
SUCCESSFUL
AFTER ALL IT’S NOT
MAGIC!
OUR CULTURE...
PROACTIVE AND ADAPTIVE
 RESULTS ORIENTED THAT
INSPIRES PEOPLE TO DO THEIR
BEST
 HIGH PERFORMANCE
 ETHICAL STANDARDS AND
VALUES
 CUSTOMER FOCUSED
 TEAM ENVIRONMENT

Example VALUE STATEMENT
AND CODE OF ETHICS
VALUES
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CUSTOMER SERVICE #1
PRIORITY
WE ARE COMMITTED TO
QUALITY
WE ARE COMMITTED TO
INNOVATION
WE RESPECT EACH
OTHER
WE TREAT OUR PEOPLE
FAIRLY
CODE OF ETHICS

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HONESTY
FAIR TO OUR CUSTOMERS
USE COMPANY ASSETS
WISELY
PROPER ACCOUNTING
PRACTICES
AVOID CONFLICTS OF
INTEREST
CUSTOMER SERVICE STANDARDS
WHY IS IT IMPORTANT?

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WE ARE HERE FOR THIS REASON
IT IS A CORE COMPETENCY
GIVES US PRIDE IN OURSELVES
WILL MAKE US THE BEST
CUSTOMER FRIENDLY EMPLOYEES ARE EMPLOYEE
FRIENDLY EMPLOYEES AND GOOD TEAM PLAYERS
HELPS INCREASE SALES
MORE SALES =MORE EMPLOYEES AND BETTER PAY
INCREASES
GIVE US PRIDE IN THE ORGANIZATION AND A SENSE
THAT WE ARE MAKING A DIFFERENCE
 WE
ALL HOLD THE KEY TO GREAT
CUSTOMER SERVICE!!
HOW DO WE GIVE GREAT
CUSTOMER SERVICE?
WORLD CLASS SERVICE
 GREET, SMILE, EYE CONTACT,
THANK YOU
 SOLVE CUSTOMER COMPLAINTS
LAST
LISTEN TO THE COMPLAINT
APOLOGIZE FOR THE PROBLEM
SOLVE THE PROBLEM
THANK THE CUSTOMER
CUSTOMER SERVICE
 WCS-LIVE
IT!
 LAST
 NO
ROOM FOR AVERAGE
SERVICE
 “DEVELOP THE BEST AND
GET RID OF THE REST!”
 HIRE THE RIGHT PEOPLE
 MAINTAIN THE STANDARD
 HIGH ENERGY
 COMMITMENT
HOW DO WE GIVE GREAT
CUSTOMER SERVICE?
 TEAM
EFFORT
 TEAM MEMBER DRIVEN
 TEAM MEMBER EMPOWERMENT
 TEAM MEMBER FOCUS
 TEAM MEMBER MONITORED
 TEAM MEMBERS MAKE THE
DIFFERENCE
 HOW GOOD CAN WE GET??
CUSTOMER SERVICE
 REMEMBER
ITS CULTURE
BASED
 IT’S A PROCESS
 IT TAKES TIME
 IT STARTS WITH A VISION
AND ENDS IN THE
EVALUATIONAL PROCESS
 LEADERSHIP BASED
 YOU MUST LIVE
CUSTOMER SERVICE!
THE PROCESS OF CUSTOMER SERVICE
STRATEGIC
LEADERSHIP
VISION
MISSION
CORE COMP
CULTURE
OBJECTIVES
STRATEGIES
VALUES
IMPLEMENTATION
EVALUATION
CULTURE
THANK YOU FOR YOUR TIME
AND REMEMBER
GREAT
CUSTOMER
SERVICE IS THE
KEY TO YOUR
SUCCESS!!