BEING GENUINE INCUSTOMER SERVICE

Insights from around the world

Kerryn Bullpitt Woolworths

An exceptional customer service offer

ORGANISATION + PEOPLE + CULTURE

Genuine intent

towards exceptional

service

Empowered staff focused primarily on customers

Customer-centric

Operational Strategy

Best Practice in ORGANISATION

Customer feedback & behaviour

Store Manager

Head Office receives

information

Product development & distribution

Product on shelf

•Yearly culture

survey as a KPI for

executives

•The Corporate vs.

Creativity

conundrum

•Cross divisional

consciousness

Organisation Thought Starters

• Is your business built to drive products to customers or do customers drive product development?

• Does your organisation see store operations as an opportunity for obtaining information?

• Are you working in silos? Does it impact on your customer?

• Are your communication channels built for telling or listening?

Best Practice in PEOPLE

•80:20 KPIs

•The true cost of a coffee break

•Trust

•Communication

channels

•Lookbooks

•Product Bibles

People Thought Starters

• 80:20 What would your people choose to do if you asked them?

• Spending a lot of time cutting costs? What is the true cost of poor planning? The True Cost principle can be applied to so much in our business.

• Listen & act on what your people tell you about their customers. Make changes quickly and they will be proud to see how they affected that.

Best Practice in CULTURE

•No obligation

Service Desks

•Simple vision that

is not clouded by

tasks

• Seeking service

opportunities

• Theatre is service!

•Service is not

wholly the suppliers

responsibility

Culture Thought Starters

• Is service something you outsource?

• Is your service genuine? Being genuine is being obligation free!

• Do you find ways of saying ‘yes’ to customers or are you choked in policy?

• Find passion in what you do, customers gravitate toward that.

Exceptional Service will begin when we realise that

Customer Service is not something we do to sell a

product.

Selling a product is something we do to service our Customer.