El Servicio Inspirador

El Servicio Inspirador
Armando Almeida
Hay una enorme oportunidad para las
empresas de América Latina para
diferenciarse a través de una cultura de
servicio excepcional. Nuestra metodología
líder ayuda a construir una cultura de servicio
superior, garantizando un mayor rendimiento
en todos los aspectos del negocio para
mejorar los resultados de una empresa.
•  Equipo de ejecutivos con extensa
experiencia global en el desarrollo y
ejecución de estrategias de servicios,
mercadeo y ventas.
•  Combinación de experiencia global con un
profundo conocimiento de las condiciones
de negocio en América Latina
Socio Exclusivo para Latino America
• 
• 
• 
• 
Metodología líder
20 años de experiencia
Centenas de empresas lideres
Ron Kaufman
–  Guru en servicio
–  15 libros
–  New York Times bestseller “Uplifting Service”
Un mundo en que todos están educados y
inspirados para sobresalir en el servicio !
A quien
presta
servicio ?!
Quien le
presta
servicio ?!
Singapore Airlines
•  “Best Foreign Airline” – Conde Nast
Traveller – winner, 24 out of 25 years
•  “Best International Airline” – Travel &
Leisure – winner, 17 consecutive years
•  “Best Airline” – Business Traveller (Asia
Pacific) – winner, 21 consecutive years
Changi Airport!
50,000,000 visitors"
30% in transit only"
1,300 staff"
29,000 employees"
229 companies"
"
Many Partners!
Many Missions!
One Changi!
Que es Servicio ?!
Servicio es actuar con el
fin de crear valor para
otra persona!
Excelencia en Servicio!
Cultura de Servicio!
Están relacionados ?!
Excelencia en Servicio!
Cultura de Servicio!
Porqué trabajar en ellos?!
• 
• 
• 
• 
• 
Necesidad Competitiva!
Expectativas Crecientes!
Desempeño de Equipo!
Aumento de Rentabilidad!
Lealtad de Clientes!
Como construir una cultura
de excelencia en servicio ?!
Liderazgo en!
el Servicio!
Lenguaje !
Común del !
Servicio!
Visión!
Cautivadora!
De Servicio!
Reclutamiento!
de!
Personal!
Orientación!
al Neuvo!
Personal!
Comunica-!
ciones del!
Servicio!
Reconocimiento!
y Recompensas!
del Servico!
La Voz!
del!
Cliente!
Medidas y!
Métricas del!
Servicio!
Bench-!
marking!
del Servicio!
Ejemplo!
de!
Servicio!
Procesos para ! Garantías y!
el Mejoramien-! Recuperación!
to del Servicio! del Servicio!
Educación Accionable en el Servicio!
Donde está la‘excelencia’
nos Seis Niveles de
Servicio?!
Excelencia es un
Objectivo en Movimiento!
!
Excelencia en Servicio
es tomar MAS medidas
para crear MAS valor para
otros!
Cultura de Excelencia en
Servicio existe cuando
todos na empresa lo hacen
esto todos los dias!
Achieving Superior Service (Course 100)
TM"
"
• Build a common service language"
• Upgrade service at every point of contact"
• Add value to the customer’s experience"
• Take responsibility for action"
Building Service Partnerships (Course 200)
TM"
"
• Increase and add service value"
• Enable customer and partner growth"
• Be proactive in all service improvements"
• Improve communication and teamwork"
Increasing Customer Loyalty (Course 300)
TM"
"
• Move customers UP the Loyalty Ladder"
• Bounce UP! with service recovery"
• Handle difficult service situations"
• Manage customer expectations"
Los 12 Pilares de una Cultura de Servicios
Culture"
Lenguaje !
Común del !
Servicio!
Comunica-!
ciones del!
Servicio!
TM"
Visión!
Reclutamiento! Orientación!
Cautivadora!
de!
al Neuvo!
De Servicio!
Personal!
Personal!
Reconocimiento!
y Recompensas!
del Servico!
La Voz!
del!
Cliente!
Procesos para ! Garantías y!
Bench-!
el Mejoramien-! Recuperación!
marking!
to del Servicio! del Servicio! del Servicio!
Medidas y!
Métricas del!
Servicio!
Ejemplo!
de!
Servicio!
TM"
The 12 Building Blocks of Service Culture"
Key Questions:!
1. What is in this Building Block?!
2. Why is this important?!
3. What if we do not have this? !
4. How well are we doing right now?!
5. What could we improve?!
6. What is our next step UP?!
1. Common Service Language!
! • Easy to understand!
! • Applies to real work !
! • Makes sense at all levels!
! • Applies to external service!
! • Applies to internal service!
! • Translates into languages!
! • Emotional and rational!
2. Engaging Service Vision!
! • A mantra to motivate your team!
! • Aligned to core brand values!
! • Align to your customers’ values!
! • Clearly understood at all levels!
! • Easily translates into action!
• Applies to external service!
! • Applies to internal service!
3. Service Recruitment!
! • Communicate vision in advance!
! • Candidates can ‘self-select’!
! • Involve current team members!
! • Involve your best customers!
! • Multiple interviews!
! • Trial period for both sides!
! • Let people go gracefully!
4. New Staff Orientation!
Induction is…!
Protocol, Procedures, Passwords, Pay…"
"
Orientation is…!
Who are we? Who are our customers?
Who are our competitors? How are we
different? What culture are we building?
What you can do to help us succeed to
make our culture even stronger!"
"
4. New Staff Orientation!
! • Orientation vs. Induction!
! • Provide context and content!
! • Showcase your vision in action !
! • Best practice buddies !
! • Motivating management mentors!
! • Opportunity to contribute !
! • Early reality check!
5. Service Communications!
! • Engage and educate!
! • Seek more opportunities!
! • Highlight context and content!
! • With team members!
! • With customers and partners!
! • Create rituals and traditions!
! • Ensure two-way communication!
6. Service Recognition and Rewards!
! • Customer compliments!
! • Service innovation!
! • Service recovery!
! • Internal service improvement!
! • Service contribution to sales!
! • Service to vendors and suppliers!
! • Service to distribution partners!
!
6. Service Recognition and Rewards!
! • Recognize efforts and results!
! • External and internal service!
! • Individuals and teams!
! • Employees, bosses, partners!
! • Alter the frequency !
! • Increase the diversity!
! • * Tie to appraisal and promotion!
7. Voice of the Customer!
! • Emotional and subjective!
! • Qualitative “verbatim”!
! • Complaints and compliments!
! • Solicited and unsolicited!
! • Multiple ‘listening posts’!
! • Comments connect to training!
! • Insights connect to investments!
8. WHY are you measuring? !
"
•  TO IMPROVE SERVICE!
Fast and Effective: complaints and
compliments, hotlines, feedback
forms, interviews, focus groups"
•  TO REWARD STAFF!
Accurate and Complete: tracking
systems, benchmarks, surveys, etc.
"
!
!8. WHAT can you measure? "
• Customer Satisfaction - expectation, perception, importance"
!!• Customer Loyalty Behavior!
!!• Service Performance (external)"
!!• Service Performance (internal)"
!!• Employee Engagement!
!!• Staff Improvement (pre/post)"
9. Service Improvement Process !
! • Improvement workshops!
! • Improvement contests!
! • Suggestion programs !
! • Cross-functional teams!
! • Job rotations!
! • Best practices!
! • Technology!
10. Service Recovery and !
Guarantees (external, internal)"
! • Fast discovery, fast recovery!
! • Frontline empowerment !
! • Invest for lifetime value!
! • Easy to collect guarantee!
! • Meaningful repayment!
! • Leads to improvements!!
11. Service Benchmarking!
! • Inside your industry!
! • Outside your industry!
! • Between departments!
! • Involve many of your staff!
! • Connect insights to investments!
! • Invite others to benchmark you !
12. Service Role Modeling!
! • Walk the talk!
! • Send strong messages!
! • A reality check for leaders!
! • Support staff empowerment !
! • Be predictable and reliable!
! • Be spontaneous and exciting!
! • External and internal situations!
Service!
Leadership!
The 7 Rules of !
Uplifting Service!
Leadership!
Service!
Leadership!
1.  Declare service a top priority"
2.  Be a great role model (walk the talk)"
3.  Promote a common service language"
4.  Measure what really matters"
5.  Enable and empower your team"
6.  Remove the roadblocks to service"
7.  Sustain focus and enthusiasm ""
Service Culture Implementation Roadmap!
Leadership Alignment!
Steering Committee
The 12 Building Blocks!
Actionable Service Education!
Integration with Processes!
0 - - - - - - - - - - 3 - - - - - - - - - - 6 - - - - - - - - - - 9 - - - - - - - - - - - - - 12!
Muchas
Gracias!