Eaquals International Conference, Lisbon, 21 – 23 April 2016
Creating a Culture of Customer Service
www.eaquals.org
History of Eton Institute
• Founded 10 years ago• 1 classroom
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Our EAQUALS Accredited Languages
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Ranked in the top 100 SMEs
Eaquals International Conference, Lisbon, 21 – 23 April 2016
• Growth• Innovation• Human Capital Development
• International Orientation• Corporate Social Responsibility
Start With Why
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Customer Service
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Wining the Client
Wants
Interests
Needs
Eaquals International Conference, Lisbon, 21 – 23 April 2016
WIN=
Humans are Helpful
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Values, Not Rules
Netflix Vacation Policy:
“There is no policy”
Eaquals International Conference, Lisbon, 21 – 23 April 2016
The Oberoi Hotels
Guest Mission Statement
We are committed to meeting and exceeding the expectations of our guests through our unremitting dedication to every aspect of service.
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Customer Service – Things to Avoid
• Focus on front line employees• Training specific skills or scripts• Pilot changes• Track traditional metrics
Eaquals International Conference, Lisbon, 21 – 23 April 2016
But Wait… There’s More
Eaquals International Conference, Lisbon, 21 – 23 April 2016
The Five Practices of Exemplary Leadership
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Inspiring a Shared Vision
• Envision the future by imagining exciting and ennobling possibilities
• Enlist others in a common vision by appealing to shared aspirations
Eaquals International Conference, Lisbon, 21 – 23 April 2016
Inspiring a Shared Vision
Eaquals International Conference, Lisbon, 21 – 23 April 2016