E-class Uk 2012 1.3

© suo marte

Customer oriented through E²-CLASS!

©

Energy & Enthusiasm Customer management Leadership Acceptance Situation clear? Service delivery! Or: the only way to be really customer oriented will be when you have E2-CLASS! running through your veins! So: E2-CLASS! is the carrier: the foundation!

© suo marte

E²-CLASS! : ©

is a communication & business model; Is for (after sales) persons with customer contacts; works well face to face as through the telephone; is for people who are working internally as for people working externally at the customer; helps to deliver your services in an adequate and professional way; makes life easier; helps to do more en better business!

© suo marte

Explanation of E²-CLASS!

©

Energy & Enthusiasm! – How do you stay energized? – What are your biggest energy consumers? – How to stay FERM©! (Dutch expression for ‘firm’) – What can enthusiasm do? – Do you have to do it all alone?

© suo marte

Explanation of E²-CLASS!

©

Customer management – – – –

Managing the customer or managed by the customer? To get the customer in motion Managing the expectations And to put the customer always in the centre!

Leadership: – – – – – –

Show it from inside to outside! And from outside to inside! Powerful when necessary! Effective! Be different! Friendly, but firm!

© suo marte

Explanation of E²-CLASS!

©

Acceptance – E=K(Q)xA Professional Knowledge (Quality) of your answer/advice; your know how. The level of Acceptance by the customer/ people involved of you and your input: – LSD² – 4 A’s

– Acceptance strategies (e.g. APC’s) – Dealing with resistance: Saying ‘NO’ whilst keeping the relationship! Dealing with emotional people.

© suo marte

Acceptance curve The phases in a changing process, in which the relationship has to be maintained!

w hy? d e n ia l ‘t h e r e d lin e ’ a c c e p ta n c e s ta rt / b e g in n in g

try

H o w to g o o n ? F o r w a r d - lo o k in g q u e s tio n s

in t e g r a t io n

t im e

© suo marte

Acceptance strategies: Bend along – – – – – –

Bend back

Avoid/ignore/”oh?” Enthuse Inform Facilitate Support Participate

– Convince (incl. APC’s) – Dictate – Command

Mix – – –

Negotiate Common vision Education

© suo marte

Situations Situation clear? –Sphere of influence? Clear? Influencing possible?

–Situation on the spot? –For you and the customer! –Who can do what? –Who has to do what?

© suo marte

Service! What exactly IS your SERVICE? What is your added value? For what does the customer pay? How do you ‘sell’ this? How do you make the difference (again)?

So E²-CLASS! : ©

is your added value! is the carrier of succes! has to be in your veins! is a way of life! cannot be ignored! is a necessity! and … helps to be a winner (again)! ©2008, suo marte