Staines, Middlesex: 17/10/2011

1. AHA Aspire/Edge MDP: Outcomes Yusuf Danesi October 2011

2. Development Goals from 360 and MBTI Label Contribution Influence without Power Team Player Easy Read Communication

3. Challenges : ESTJ E = Talk less, listen more S = See the Bigger Picture T = Be more Tolerant J = Be Flexible

4. Mentor: DW Customer Service Centre Shadowing Mentor Shadowing: SMT 7 Habits of Highly Effective People BFH: CSE Report C Team Meeting Shadowing

5. Self-Appraisal Hub Activity: Critical-Accepting Will/Skill = Too many Monkeys Better Team Player Easy Read Disciple

6. Effects on Customer Service Communication made Easy Happy Team = Happy Customers Customer’s Job saved Customer’s landlord now responsive

7. Customer Service Champions Google: Consistent Quality & Constant Innovation Apple: High Quality Customer Service Toyota: Variety, Customisation & Individuality John Lewis: Happy staff = Happy Customers First Direct: Helpful Customer Support Tesco: Rewarding Customers RAC: Speed & Timeliness

8. The Moment of Truth: Customer Service Excellence @ Play Buckinghamshire, December ‘09: Be ordinary, or be extra-ordinary Positive Attitude is intrinsically rewarding: Florida, July 2008

9. Tweaking our Customer Service Innovate: Apple Contact made easy (0800): BFH SMT, lead the way: Robert Townsend, Avis Motivate staff to make a positive impact: First Direct Run CS training continuously: John Lewis Employ people-persons: Starbucks

10. Summary: Sustainable Excellent Customer Service Culture Practise learning Continuous training & mentoring Motivation is key Measurement of performance & feedback Continuous Improvement Let’s not satisfy: Let’s gratify!

11. Thank you!