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The A.C.E.S. Model Of Exceptional Customer Service

The A.C.E.S. model of exceptional empowered with wealth of technical
customer service is a simple pneumonic resources close at hand. But he could
and diagnostic tool that will help you not fix my problem in a timely manner.
evaluate your company's ability to In the end, it took 2 hours to solve a
deliver service to the customer. Once problem that a more competent person
you have your diagnosis, you then know could have solved in 20 minutes . I have
where to apply corrective measures if been a loyal customer of Dell largely
needed.A.C.E.S. helps employees focus on because of their tech support, but their
the three component parts of customer competence is deteriorating, and I am
service. This model complements my 4 beginning to re-evaluate this position.If
(and 7) laws of exceptional customer the employee is new, it may just be a
service.The ACES model is a simple matter of training. If training has been
formula supplied and the employee is not becoming
Attitude + Competence + Empowerment = more competent, it is most likely a poor
(exceptional) ServiceThe first component, fit with the job.Position 3 is common
Attitude, contains the attitudes and with people who are often labeled as
beliefs that are required to provide having low emotional intelligence. In
excellent customer service. These include fiction, this is often the crotchety
the basic imperative of providing service engineer who can fix anything, just keep
to others (as oppose to oneself), of him away from other people. A person who
improving the customer's condition, that is often in this position may not be the
problems are opportunities to excel, that most appropriate person for customer
positive energy and good humor are service. This type of person may benefit
essential, and so on. The attitude from personal coaching to help shift his
factor can be assessed at macro and micro or her attitude about the importance of
levels including: the corporate culture, Attitude. When someone is stressed and
the overall workforce, the general having a "bad day" they are often in
tendency of a given person, or the position 3 for a brief period of time.On
specific communications during an a macro level, position 3 describes a
interaction.The second component is company that values competence and
Competence. A positive attitude is only empowers its people to succeed, but does
a consolation prize when competence is not value customer service enough for
low. Many decades ago I was a new waiter people to experience Exceptional Customer
at an upscale restaurant. A patron asked Service. Now many companies talk about
me if there was mayonnaise in the Caesar the importance of customer service, but
salad dressing. I checked with the chef go no further than platitudes. A
and was told there was no mayonnaise in colleague of mine worked at a major
the dressing. He ordered it and metropolitan hospital. There were many
proceeded to have a tremendous allergic signs around the building touting the
reaction. I had a great attitude, but I importance of the patient and the how the
was less than fully competent. The hospital was committed to delivering the
dressing was made from scratch. No highest quality of service. Unfortunately
mayonnaise was added, but it was made this was often an empty promise. For
with the same ingredients, eggs and oil! instance, on the oncology unit the
A competent food server would have known doctors were rarely forthright with
better. For that matter the chef should patients. Nurses had to go around
have known better as well.Employee doctors' backs to communicate more openly
competence is largely derived from with patients and family. There was
intimate knowledge with all aspects of little teamwork and so on. Hardly the
the product and/or services being state-of-the-art in care.Finally only at
offered. I live in Pennsylvania where position 4 do we really attain high
you can only buy wine in state-owned quality customer service. On a personal
liquor stores. While it has gotten level, each individual must empower
somewhat better in recent years, most themselves to cultivate a positive
sales people in these stores could not attitude of service and competence.
describe the difference between a Empowerment also means being willing to
Chardonnay and Ripple! I therefore do take a few judicious risks. The flight
most of my wine shopping in another attendant I mentioned earlier
state.In certain jobs, competence in the demonstrated a personal use of all three
job also requires the ability to handle dimensions.At the macro level, position 4
people. I was on a USAirways flight that describes an organization with a true
was fully booked. A man a few rows cultural attitude of service-to-others.
behind was angrily attempting to jam his It often requires significant corporate
suitcase into the overhead bin. He was courage to move into this level. It
so aggressive, that it looked like he was requires facing the truth about how the
going to destroy the door. The other organization is not implementing
passengers watching him began to look a important values. IT requires spending
little nervous. The flight attendant near term money for longer term goals.
arrived and, in the most perfect tone of The organization makes sure its staff and
voice (combining humor and boundary systems have the competence to act on the
setting) said, "Are you trying to break attitude, and that people are actually
my airplane?" The man immediately empowered to use their competence.
stopped and allowed her to take care of Furthermore, the interaction effect of
his suitcase. Not wanting to miss an the convergence of these factors is
opportunity at friendly jousting with highly self-reinforcing. Working in such
such an obviously talented person, I an environment cultivates an even more
said, "Excuse me, but are your planes positive attitude. Employees are
that easy to break?" She smiled and motivated from within. Company morale is
retorted, "Don't worry honey. They give high. Companies that inculcate and
us lots of duct tape. You can use duct empower their employees usually raise the
tape for everything." (short pause) They bar of competence to higher and higher
even use it at the Miss America Pageant." levels. Companies that would be examples
Now THAT is competence in handling of this are Disney World Theme Parks,
people.On a more macro level, it is Costco, and Enterprise rental car (see my
important that the systems and procedures article on comparing and contrasting
of a company are competently designed to recent experiences with Enterprise and
provide the exceptional service. Sears)If customer service levels are not
Netflix is an example of an incredibly at the desired goals, the A.C.E.S.
competent system for renting DVDs. You analysis provides a rapid way to zero in
do not have to leave your house. They on the problem. You can ask yourself,
come in the mail they are returned in the "Where am I on this chart most of the
mail. If there is any problem, you time?" Do I need to update my competence
simply contact Netflix on-line and it is in something? Have i gotten so focused
taken care of (at their expense). The on making the sale to make money that I
system is designed so that the incentive am no longer focusing on the customer
to get the most for your money actually relationship? Do I feel dis-empowered to
supports the efficient returning of the provide great service. The manager or
DVDs.The final component of A.C.E.S. is leader can ask, "Where is my sales force
Empowerment. Generally this is a most of the time?" What has changed in
structural issue within the company. the ACES model that accounts for the drop
Employees must be empowered in terms of in customer service in the XYZ
proper training as well as actual power department? Is there a change in the
to solve problems. The main question to market place so that people are no longer
answer here is, in what ways are competent? Is there a new manager that
employees able to resolve problems on the is dis-empowering people? Did we have a
spot so that the customer feels like his huge turnover of people so that now 34%
or her needs come first (Dr Bob's 2nd law of the department has not had the company
of exceptional customer service). Any training? Do we talk about an attitude of
employee at the Ritz Carlton is empowered taking excellent care of our customers,
to spend up to $2500 to solve a guest's but fail to take excellent care of our
problems. The result is that a guest employees so the corporate attitude of
feels like he or she is a queen.As shown excellence of customer service is not
in the diagram on the right, there three manifested in its employment practices?
possible situations where a person or Customer Service is not rocket science.
company has only one quality. There are But, it is not necessarily easy to
three possible intersections of two execute at high levels. It takes courage
qualities, and one point where all three and honesty to look at where you are.
qualities intersect. The single quality And, once you know where the problem is
points are self-explanatory. So, I will you are halfway to a solution.Dr Robert
not describe them here. At intersection 1 Schwarz is a consultant coach and
we have a good attitude plus competence, speaker. He is passionate about
but not empowerment. Here an employee improving the performance of individuals
knows how to do something and has a great and companies. His mission is to sponsor
attitude, but somehow is not empowered to and promote the creative potential and
do it. This situation can exist when generative powers of individuals and
there is a poor manager in charge of organizations to maximize sustainable
competent, motivated people. It is often performance and well-being. CEOs,
depicted in movies of the hero who wants managers, business owners and line
to do it, can do it, but is prevented workers who are inspired perform better.
from doing it by the system. In real Organizations and individuals that
life, this is the situation we have all perform up to their true potential in
faced when a service person says, "You providing value and service to others are
are completely right, this is not fair, more fulfilled and more profitable.With
but the computer system will not let me 24 years of experience as a businessman,
fix your problem for you." If it is a psychologist, consultant and coach
chronic problem, people in position 1 working with thousands of people, Bob
generally become demoralized. Another brings a wealth of experience in
scenario is more personal. An employee improving human performance. His
may not be assertive (self-empowered) trainings are full of energy, humor and
enough or willing to take an appropriate thought provoking content for immediate
risk, even if he or she really does have use and long-term sustainable growth. He
the competence and authority to do presents trainings internationally on
so.Position 2 is a situation where an topics including, leadership, creativity
employee has a great attitude and the and gender communication differences,
system actually does empower him or her, customer service, advanced approaches to
but the employee is not sufficiently stress management and work life balance
competent. My recent tech support call to to government agencies, businesses, and
Dell is a good example. The tech had a associations.
wonderfully pleasant attitude and was




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