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By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations  consistently deliver excellent service
From EXCEL to Select 2 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Heart of Service ,[object Object]
A Firm Foundation ,[object Object],[object Object],[object Object],Photo by  Never Was an Arrow II
May I get you something to drink? ,[object Object],[object Object],[object Object]
The WOW Factor ,[object Object]
Customer Focus ,[object Object],[object Object],[object Object],[object Object]
From “Service Excellence” ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Tina Turner ,[object Object],[object Object]
Where are the leaders? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Puttin’ On the Ritz ,[object Object]
Doing it Well ,[object Object],[object Object],[object Object],Photo by SD Dirk
For the Thinkers ,[object Object]
EQN ,[object Object],[object Object],[object Object]
Who’s Got Your Back? ,[object Object],Photo by Bogdan Morar
Calling All Sports Fans ,[object Object],[object Object],[object Object],[object Object],[object Object]
City Slickers
Additional Resources ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
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Select Squared

  • 1. By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations consistently deliver excellent service
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Hinweis der Redaktion

  1. QBQ – Coke story – Rock Bottom café in Minneapolis.
  2. When is the last time you were really wowed with great customer service? Tiffany’s Chic-Fil-A (Morgan) Forest Dental
  3. divine, unconditional, self-sacrificing, active, volitional, and thoughtful love
  4. Two days of training, just on how to be a lady or gentleman. Front line employees authorized to spend $2K, managers $5K.
  5. What tools do you have/need? When have you felt empowered? Do you know what is expected of you? Do you know what good service looks like for your job? (Customer Service Standards.)
  6. Forest Dental
  7. The goal is for everyone to make the customer happy, regardless of role, position or department. Vital Friends – who do you trust? Why? What’s one challenge you’ve faced this week or this month or this year? What’s one success?