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Customer Service

Customer Service PPT

January 26, 2012 by Dr. Jon Warner in Customer Service

Customer Service PPTGE’s former CEO, the perhaps legendary leader, Jack Welch, had a pretty clear view of the importance of customer focus. He said that GE had only two sources of competitive advantage:

1. The ability to learn more about its customers faster than the competition
2. The ability to turn that learning into action faster than the competition

One definition of “competitive advantage” is: “A condition or set of conditions which enables a company to operate in a more efficient or otherwise higher-quality manner than the companies it competes with, and which results in benefits accruing to that company.”

There are consequently two things to note from this:

  • Customers are a key source of market information.
  • The closer we are to them and to getting honest and accurate feedback the better placed we are to learn what they want and respond.

Of course, it’s easy to acknowledge and agree that customer focus is important. But if it was easy and natural there’d be no competitive advantage in it. In other words, to be truly customer focused, we need to think very carefully about how this is going to be achieved in very specific terms (given that pretty much every organization wants to be as customer focused as they can) and this needs lots of thinking and reflection to design a strategy that can be implemented at all levels.

A Customer Service PowerPoint (or ppt) led workshop can help many people to better appreciate what customer service can and should be all about and to practice customer service skills in the safe climate of a training room. In this case, this Customer service or focus PPT is also fully scripted with trainer notes, allowing full explanations of points to be given by a workshop leader or facilitator (whether or not they are a professional trainer) and even includes a range of discussion exercises and paired or group activities to allow participants to practice specific skills as they are described or shared.

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About Dr. Jon Warner

Dr. Jon Warner is a prolific author, management consultant and executive coach with over 25 years experience. He has an MBA and a PhD in Organizational Psychology. Jon can be reached at OptimalJon@gmail.com

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About the Editor and Primary Author

Jon Warner

Jon Warner is an executive coach and management consultant and in the past has been a CEO in three very different companies. Read more

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