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.
