1 ΗΜΕΡΙΔΑ ΠΟΙΟΣΗΣΑ ΚΤΠΡΙΑΚΗ ΚΟΙΝΟΣΗΣΑ ΑΡΙΣΕΤΗ ΑΙΘΟΤΑ «ΠΑΧΑΛΗ Λ. ΠΑΧΑΛΙΔΗ» ΚΣΙΡΙΟ ΔΙΟΙΚΗΗ ΕΛΛΗΝΙΚΗ ΣΡΑΠΕΖΑ ΣΡΙΣΗ 8 ΦΕΒΡΟΤΑΡΙΟΤ 2011 ΛΕΤΚΩΙΑ
2 Αηζένηα Ημεπίδαρ 09:30 10:00: Προςζλευςθ και καφζσ 10:00 10:05: Καλωςόριςμα - Αλζκοσ Λοϊηίδθσ, Διευκυντισ Τπθρεςίασ Ανάπτυξθσ Προϊόντων, Τποςτιριξθσ Πωλιςεων & Ερευνών 10:05 10:10: Χαιρετιςμόσ Γιώργοσ Καραγιώργθσ, Διευκυντισ Σομζα Ιδιωτών Ομίλου Ελλθνικισ Σράπεηασ 10:10 10:40: Παρουςίαςθ Παραδείγματα Τποδειγματικισ Εξυπθρζτθςθσ Ομιλθτζσ: Αλζκοσ Λοϊηίδθσ - Διευκυντισ Τπθρεςίασ Ανάπτυξθσ Προϊόντων, Τποςτιριξθσ Πωλιςεων & Ερευνών Κλείτοσ Λεωνι Λειτουργόσ Τπθρεςίασ Ανάπτυξθσ Προϊόντων, Τποςτιριξθσ Πωλιςεων & Ερευνών 10:40 11:30: Εργαςτιρι Νζεσ Πρακτικζσ και Εφαρμογζσ 11:30 11:50: Διάλειμμα και καφζσ / αλμυρά 11:50 13:10: Παρουςιάςεισ αποτελεςμάτων 4 ομάδων και ςυηιτθςθ 13:10 13:30: Διοργάνωςθ ςυνεδρίου τθσ Κυπριακισ Κοινότθτασ Αρίςτευςθσ 13:30 13:45: Γενικι ςυηιτθςθ και ςυμπεράςματα 13:45 Γεφμα
3 Διεςθεηήζειρ Ημεπίδαρ ΚΑΠΝΙΣΜΑ ΤΟΥΑΛΕΤΕΣ ΔΙΑΛΕΙΜΜΑΤΑ ΔΙΕΥΘΕΤΗΣΕΙΣ ΚΑΝΟΝΕΣ ΑΣΦΑΛΕΙΑΣ & ΥΓΙΕΙΝΗΣ ΠΟΤΑ ΚΑΙ ΦΑΓΗΤΟ ΚΙΝΗΤΑ
4 υςτάςεισ ςε 10 Ονοματεπώνυμο Εταιρεία 4
5 ΠΑΡΟΤΙΑΗ ΠΑΡΑΔΕΙΓΜΑΣΑ ΤΠΟΔΕΙΓΜΑΣΙΚΗ ΕΞΤΠΗΡΕΣΗΗ ΟΜΙΛΗΤΕΣ Αλέκορ Λοϊζίδηρ Διεςθςνηήρ Υπηπεζίαρ Ανάπηςξηρ Πποϊόνηων, Υποζηήπιξηρ Πωλήζεων & Επεςνών Κλείηορ Λεωνή Λειηοςπγόρ Υπηπεζίαρ Ανάπηςξηρ Πποϊόνηων, Υποζηήπιξηρ Πωλήζεων & Επεςνών
6 Do what you do, so well, that people want to bring their friends to see you do it again - Walt Disney
7 If you are not trying to get better you shall fail to remain good
8 MSN MONEY'S 2010 HALL OF FAME MSN Money and Zogby International research agency conducted an online national survey in which 7,724 randomly chosen respondents rated customer service at 150 US companies from 14 industries. Valid response choices were "excellent, "good, "fair" and "poor. Company ranks based on the response choice of excellent, produced the 2010 Customer Service Hall of Fame. The best 10 companies that treat customers right are presented below.
9 No. 10: Marriott is a textbook example (1) Marriott International is one of the companies routinely taught in business school seminars on good customer service. We try to treat our employees well. 'If you take care of your employees, they will take care of your customers, and (customers) will return again and again. Workers are given the trust and authority to extend company courtesies to customers on the spot.
10 No. 10: Marriott is a textbook example (2) Employees, from desk clerks to chief financial officers, are evaluated based on guestsatisfaction scores. "It's little stories about individuals who go above and beyond the call of duty," "It's not at all unusual for an employee to say, 'I'll send someone up to get your shirt, and I'll bring it home and wash it. if you take great care of your associates, they'll take great care of your customers. "We sort of hire for heart and train for technical skills, Jannini said.
11 No. 9: For Nordstrom, it's about fairness (1) Nordstrom once let someone return a set of tires, even though the department store doesn't sell tires. "Use good judgment, - Employees have always been given the latitude to do, on the spot, what they believe is best in a given situation to satisfy a customer. The company gives many of its salespeople the latitude to deal with customer complaints without running them up the management chain. Nordstrom hires nice people and motivates them to be extra-sweet by offering sales commissions. As a result, the employees who do well and stick with Nordstrom are those "who enjoy serving customers and really enjoy fashion, and are great sellers.
12 No. 9: For Nordstrom, it's about fairness (2) Nordstrom doesn't have any customer service formal policy. The same goes for employee training. Workers are issued a one-page directive that states customer service is the top goal and contains just one rule: "Use good judgment in all situations. "But we don't feel we're experts in customer service Johnson said. It's certainly our no. 1 goal every day, but we certainly think we have plenty of room to improve. With all our stores across the country, right now there's probably a customer that we're disappointing. That's our focus: that it's something we should always be working on rather than touting.
13 No. 8: UPS delivers in the face of competition The company spends $1 billion annually on technological development to further streamline operations It was the first shipper to go paperless, and it trains drivers down to the smallest operational details to slice time. The company credits good service to the loyalty of its employees. Promotions are usually made from within, and the average worker stays with the company 16 years. When the company, in 1919 changed its name to United Parcel Service, one of the owners explained that "service" was included in the title because "it's all we have to offer.
14 7: Southwest Airlines keeps flying fun (1) Southwest Airlines pioneered the era of budget flying: no hot meals; short hops with quick turnarounds; and just one airplane model, the 737. First flight attendants, in the 1970s, became famous for their long legs and "hot pants" uniforms. Today, attendants might break into song (or rap). "Treat others how you'd like to be treated. "We consider ourselves a customerservice company that just happens to fly airplanes Southwest has a "proactive customer-relations department, meaning that workers anticipate sour feelings and act first. For instance, they send a letter of apology to every passenger on a significantly delayed flight. If warranted, they toss in coupons.
15 7: Southwest Airlines keeps flying fun (2) Southwest Airlines attributes its customer-service success to the three Ps - personality, price... and free peanuts. "We hire for attitude and train for skill. It all begins with the hiring and providing our employees with a culture where they feel comfortable being themselves. Southwest flight attendants sing or tell jokes at the beginning of trips to lighten weary travelers' loads.
16 7: Southwest Airlines keeps flying fun (3) Herb Kelleher the founder of Southwest Airlines follows 4 principles: Constantly talks to customers Kelleher is well known for constantly flying on Southwest s planes, just to talk to customers and employees. Make your company extremely open Kelleher has never been afraid to tlak about the ingredients of the company s success to magazines, college students or customers. Make it easy for people to like you Kelleher s penchant for laughter and fun is part of Southwest s culture. Create a cause Southwest is a cause not a carreer
17 6: Publix gives workers a stake in its success (1) Workers at Publix Super Markets often make the company a career. The 80-year-old company is privately owned by the 140,000-plus employees, who are given stock after three years. "I think being employee-owned and -operated is a big secret to our success, Maria Brous says. "Our associates have an investment in providing good customer service. Publix gives every one of its 140,000 employees the opportunity to buy stock in the company after working one year and 1,000 hours. Discount programs intended to help struggling families afford the basics (affording the essentials is essential)
18 6: Publix gives workers a stake in its success (2) Workers consider it their Publix "We have a vested interest in our success, and it really helps us to cultivate that servant mentality," Clerks can win points for good service, and entire stores can win parties. The "10-foot, 10-second rule: "Within 10 seconds of someone being within 10 feet of your proximity, you should be greeting that customer and seeing if you can help. If you take care of the product, it won't come back. If you take care of the customer, they'll always come back.
19 5: At FedEx, good service isn't cast away FedEx must have loved the movie Cast Away - Tom Hanks dutifully delivers a FedEx package that he resisted opening during four years marooned on a desert island. Dedication to customer service: During a tropical storm last year, a Florida courier found herself separated from a drop box by a 4-foot-deep expanse of water. "As she looked around, she saw two young men in a canoe" and hitched a ride. "Luckily, she reached the drop box and found a priority overnight letter, which she rescued. The Purple Promise: I will make every FedEx experience outstanding. "They've reduced the uncertainty and the risk for the customer because they are so reliable;
20 4: Apple makes products customers take personally (1) Apple may sell products, but people feel as if they're buying service Customers are allowed to put their hands all over the computer equipment and play as long as they like. A virtual army of blue-shirted clerks is on hand not to sell but to help "They tell you how you can truly customize this product for your needs. Each product makes you feel like, this is you.
21 4: Apple makes products customers take personally (2) Apple hires geniuses. They are readily available in Apple stores to fix your iphone, your ipod or your Mac or hand you a replacement device free, on the spot. Apple s products are easy to use. The company is known for its emphasis on simplicity and streamlined design. They generally display an astonishing -- almost fanatical -- attention to detail that makes them not just easy to use, but a pleasure.
22 3: Netflix keeps improving its inventive service (1) Netflix works hard to make it look easy. The company not only introduced in 1997 a new way to rent movies -- by mail (who would have thought?) -- it made the process seem as natural as a stroll to the corner market. At focus groups in its California headquarters, techs closely study people's eyes as they navigate the Netflix website, part of a process to make it more userfriendly. Surveys are a daily constant. And the company heavily invests in efforts to improve its automated movie-recommendation system. Managers are expected to periodically listen in on calls at the call center.
23 3: Netflix keeps improving its inventive service (2) The company ships more than 2.2 million DVDs each day to a network of 10.3 million subscribers. Netflix ships out more than 95% of its 100,000 titles each month. Selection and speed are the chief reasons the 10-year-old company has steadily grown subscribers.
24 2: Trader Joe's makes groceries engaging (1) People actually like to shop at Trader Joe s. How many big-chain grocery stores can you say that about? "Trader Joes Fan Facebook page. Fans started a website and a Facebook page, which now has more than 305,000 members. The stores are small and feel intimate. What the stores lack in square footage they make up for in good-natured clerks, who are constantly restocking but seemingly happy to stop and chat.
25 2: Trader Joe's makes groceries engaging (2) "Their products seem more carefully selected than those at other grocery stores," says Hsu, resident who drives 25 minutes past other supermarkets to shop at Trader Joe's. "We taste every product before we decide to sell it," boasts the company on its website, "and we guarantee you'll like it. "People love an adventure, and that's what you find when you go there. You can't get out of a Trader Joe's without at least three people asking you if you're finding what you're looking for.
26 1: Amazon is like your own personal shopper (1) "Amazon's philosophy: Earth's most customer-centric company "With everything we do, we start with the customer, and we work backwards. Log on to Amazon.com and you will happily abandon any privacy concerns. There on the screen are the very books, CDs and baby toys you meant to buy months ago but didn't. Maybe you're inclined to reconsider. If so, the page offers gentle suggestions for other items: "Customers who bought this, also bought..." Amazon is like your own personal shopper
27 1: Amazon is like your own personal shopper (2) Their offerings are always driven by the customer. Upgrades, like an expanded product line and package tracking, came in response to customer requests. The company is so focused on the customer that it rewards its good customers with free shipping, a benefit Amazon funds to the tune of about $500 million a year. That's what's going to keep the customer coming back
28 Επγαζηήπι Ειςαγωγικι Σαινία: Πωσ θ τεχνολογία για κζματα αςφάλειασ, μπορεί να χρθςιμοποιθκεί ςτον τομζα τθσ διαφιμιςθσ Δθμιουργία ομάδων εργαςίασ Επιλογι ονόματοσ ομάδασ υηιτθςθ πρακτικών ςε δφο ενότθτεσ Παρουςίαςθ τθσ καλφτερθσ πρακτικισ και επιγραμματικι αναφορά ςε όλεσ τισ ιδζεσ που ςυηθτικθκαν ςτισ δφο ενότθτεσ
29 Επγαζηήπι - Ενόηηηερ Ενόηηηα 1 Σςζήηηζη νέων ππακηικών πος είηε εθαπμόζονηαι ζηοςρ οπγανιζμούρ από ηοςρ οποίοςρ πποέπσονηαι ηα μέλη ηηρ ομάδαρ, είηε ππακηικών πος εθαπμόζονηαι ζε άλλοςρ οπγανιζμούρ (αναθοπικά με πποϊόνηα/ςπηπεζίερ, διεπγαζίερ και ανθπώπινο δςναμικό). Ενόηηηα 2 Θα δοθούν ζηιρ ομάδερ ζςγκεκπιμένερ καινοηόμερ ππακηικέρ πος εθαπμόζοςν οπγανιζμοί διεθνώρ. Οι ομάδερ θα ηιρ ζςζηηήζοςν και θα αξιολογήζοςν ποιερ από αςηέρ θα μποπούζαν να εθαπμοζηούν ζηοςρ δικούρ ηοςρ οπγανιζμούρ.
30 Επγαζηήπι Ειςαγωγικι Σαινία: Πωσ θ τεχνολογία για κζματα αςφάλειασ, μπορεί να χρθςιμοποιθκεί ςτον τομζα τθσ διαφιμιςθσ Δθμιουργία ομάδων εργαςίασ Επιλογι ονόματοσ ομάδασ υηιτθςθ πρακτικών ςε δφο ενότθτεσ Παρουςίαςθ τθσ καλφτερθσ πρακτικισ και επιγραμματικι αναφορά ςε όλεσ τισ ιδζεσ που ςυηθτικθκαν ςτισ δφο ενότθτεσ
31 ΗΜΕΡΙΔΑ ΠΟΙΟΣΗΣΑ ΚΤΠΡΙΑΚΗ ΚΟΙΝΟΣΗΣΑ ΑΡΙΣΕΤΗ ΑΙΘΟΤΑ «ΠΑΧΑΛΗ Λ. ΠΑΧΑΛΙΔΗ» ΚΣΙΡΙΟ ΔΙΟΙΚΗΗ ΕΛΛΗΝΙΚΗ ΣΡΑΠΕΖΑ ΣΡΙΣΗ 8 ΦΕΒΡΟΤΑΡΙΟΤ 2011 ΛΕΤΚΩΙΑ