Service Responsibility

Leadership
 Introductions
• Welcome
• Participants
• Co-trainer
• Trainer, David
• Interest in service leadership responsibility
 New Teams
New Beginnings

New ways of doing things

But, we’re the same people…doesn’t matter.

Let’s change…shall we?

What are you driven by?
Singtel: Driven by responsibility
 Objectives

• Develop an understanding of Service

Responsibility Leadership
• Identify Strategies to meet and exceed the
needs of our business customers
• Make an ongoing commitment to the one-
stop service practices
 Building a culture of
commitment
• What is excellent one stop-service?
• From the customer’s viewpoint?
• What does the customer expect from us?
• Business rationale
Aligning actions and values
Knowledge
Price plans
Services
Contact numbers
Billing information
Multimedia
Faults
Attitude Fixed line
Service Orientation Key people
Understand needs
Flexibility
Perseverance
Commitment Skills
Responsibility Typing
Begin well Telephone systems
End on the same level Onyx
Starlight
Use Knowledge base
Email systems

‘Something Special’
Moments of truth
Moment of Truth (Choice)

Business The Singtel

Customer Customer Rep
Has a Calls 1606 Answers
Need
 Moments of truth
- the mental game
Right Now!
Right Now!
In this moment,
In this moment,
Where are You?
Who are You?

Right Now!
Right Now! In this moment,
In this moment... You choose what you believe.
Believe in excellence.
Right Now!
In this moment,
Know you are excellent.
 The Call

Call
Begins Call
Ends

Moments of Truth
Shape
Customer Perceptions
 Inside/ Outside
Intrinsic and Extrinsic

factors influence service responsibility

Pulau Infocomms
 Always lead to business

• Within each call there are at least 15

opportunities to lead to business
• By taking these opportunities we increase
customer loyalty and respect
• Remaining response-ive to the customer
increases sales of VAS and new line
subscription
Singtel Pentagon of Service
Strategies
 
 
 
Greeting Verification

 
Farewell Probing

 
Solution/Sale



  
 The call is the map
• The major contact point for virtually all of
our customers is through the hotlines
• Therefore, this is how they judge us
Wow…so this
Singtel
business hot-
el
Singt line are like
that.

ONE
STO
P
 To be impeccable in our
speech
• The major contact point for virtually all of
our customers is through the hotlines
• Therefore, this is how they judge us

Thoughts
Thoughts Words Actions Events
Words Actions Events
Activity: Tan Grams
Diamonds
Question & Listen

 F in d in g o u t thin g s - F acts
 U n d erstan d in g S tu ff
 S o lv in g P ro b lem s
 F in d in g o u t the reaso n o r cause
 B rin g in g id eas to g eth er
 M ak in g ju d g em en ts
 Questioning


Making
Judgments

 
Finding Reasons Bringing together

  
Finding Out Understand Solutions
Stuff
 Activity: Questioning &
Listening
• Almost everything in life begins with a
question, complete workbook
• The way we ask, listen and answer determines
what result we get
• Objective: Assemble the object while
blindfolded, guided by the instructions of your
colleagues
• Debrief
 Level Best Plus Plus
• Going the extra mile
• Being driven by responsibility for outcomes
• Eyes on the prize
• Making the commitment
 Level Best Plus Plus
• Take control
• Set a goal
• Develop an action plan
• Don’t ignore your people skills
• Focus on service
• Develop a healthy self image
• Think positive
• Have fun at all times
 What it takes
• Listen
• Put yourself in the place of the customer
• Don’t take it personally
• Ask Questions
• Apologize
• Offer suggestions
• Be honest
• LEARN
Personal Mission Statement
&
Action Plan
Thank you for your time…

and all the very best with

your new direction team.