Unleashing Excellence Ch' 10

1
Unleashing Excellence Ch. 10

• Service Obstacle System

2
Employees and Disengaging from the Customer
Experience

• (p. 162) When employees cant win effectively
  serve customers, they disengage from the
  customer experience and progressively bury their
  emotionsIf the system sets an employee up to
  fail, to be humiliated, a natural reaction is for
  her to shut off her emotions to protect her
  dignity.
• THIS CHAPTER heavy focus on arming employees
  with the tools that will make them service heroes.

3
Removing Service Obstacles

• (p. 163) One of the most important jobs of a
  leaderis to help remove obstacles that keep
  employees from giving great service.
  Unfortunately, employees usually think of their
  leaders as people who put obstacles in front of
  them.
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4
Identifying Service Obstacles

• Best source frontline employees they are the
  ones that bear the wrath of customers
  frustrations.
• Get employees together on a regular basis at
  least monthly to discuss service barriers.
• (p. 165) Imagine the power of identifying and
  solving 12 customer service obstacles every year.
  Your company will leave less dedicated
  organizations in the dust.

5
The Role of the Service Improvement Team

• The Team acts as a hub for service issues and
  solutions.
• The Service Improvement Team member assigned to
  this Leadership Action will focus on leveraging
  service solutions.
• This Team member takes the leadership to develop
  a formal Service Obstacle System (SOS) if your
  organization if you decide one is necessary in
  your organization.

6
A Formal Service Obstacle System (SOS)

• The SOS is designed to tackle very large,
  company-wide service issues.
• See Figures 10.2 and 10.3 (pgs. 170-1)
• A formal SOS is not designed to take the place of
  local problem solving.

7
Concluding Thoughts

• (p. 174) Dont overcomplicate the service
  obstacle removal process. If you dont need an
  automated tracking system, dont create one. Keep
  it simple and employees are more likely to use
  it.
• Also, ensure that you look outside your industry
  for service solutions.