WINNING FOR CUSTOMERS – THE HSMAI SERVICE PLEDGE PROGRAM
The HSMAI Service Pledge program give you the opportunity to review your strengths and put in place well researched actions to plug and customer experience gaps. Where it makes a difference to your results.
The margins for error is becoming much smaller. Companies like Tripadvisor, Trivago and others are really good in telling what the service organizations actually delivers and what the customers want. This reduces the margins for mistakes even further.
The winners of tomorrow are those who invest in their company culture and bring the customer experience into the boardroom. To protect our return business, we want to make sure that we reduce mistakes of when things go wrong to the least possible! The Service Pledge programme is a methodology to allow you to do that.
The service pledge is about having a considerable impact on
- Customer Loyalty
- Customer Advocacy
- Referrals – by customers and employees
- Return on Reputation
A means of measurement through
- BUSINESS RESULTS
“For many years I have wondered what strategy is most important amongst the many. I now believe the Winning for Customers – The Service Pledge is the single best,” – Mike Leven, longtime industry leader and international “hotel icon” about the program.
See HSMAI’s Mia Touzin Leffler, who researched and worked on the development of the program, explain why you should have a Service Pledge.
The program will be tailored to each company, destinations and several companies wanting to do a program together. For more information please contact: Linda M. Ramberg, email@example.com, mobile +47 928 03 694.
Winning for customers- The Service Pledge
Built on four pillars
The Service Pledge is an initiative made to improve the quality of service and to assist companies and organisations with formulating an easily communicated Service Pledge – internally and externally, and will be among the most important ventures HSMAI has undertaken.
Most companies have a vision. Many also have a set of values. We believe it should be equally important to have a vision that relates to its service delivery, service recovery and service reputation. This is one of the things the Service Pledge programme will help create. To introduce and implement a service pledge, particular attention will be paid to how efforts in the four pillars: Customer Service, Company Culture, Communication and Service Recovery, and how these are integrated, seamlessly and positively, to make a considerable difference to how the organisation’s customer service is perceived and the credibility of its Service Pledge.
Module 1: Customer experience and “custom voyage”
Introduction to The Service Pledge and the importance of the customer experience as strategic measure. The customer’s experience of customer service. How important stages on the “custom voyage” are identified (before, during and after). Do we deliver on our promises? What is a Service Pledge and how was it developed? Stakeholders – regarding a Service Pledge – who to involve and how? How do we ensure quality and change over time?
Module 2: Company culture
Obtain commitment, overcome barriers. As a help in implementing a successful Service Pledge we have five success criteria:
1. The customer experience: “Promise 99%, deliver 100!”. How to achieve this when personal service is what differentiates us?
2. Company culture. What is a winning culture and how do we develop and nurture it?
Module 3: Developing a Service Pledge
3. Communication. Effective ways to ensure delivery of service and commitment excellence. Brainstorming action plans and communication activities.
4. Service Recovery – processes for disgruntled customer management prior to social media reviews. How to convert unhappy customers to happy ambassadors.
Module 4: Measurements and feedback loops
5. Measurements and quality control. Do we meet and exceed the customer’s expectations? Acquire feedback, rehearse communication and deliver. Documentation and improvements. How do we know that feedback improves quality of service?
Customer satisfactions data and gamification
In the Service Pledge Program we will use proven gamification techniques to embed two-way communication, promote active listening and boost immersive participation. We will use customer perception data as part of the program delivered by our partner Customer Alliance.
How and duration
The program is based on the four modules and five internal workshops over a period of 6 -9 months. Multiple session for destinations, chains and other who like to do the program together with several companies is possible. Or you can certify your own Service Pledge Coach within your company.
The program will be tailored to each company, destinations and several companies wanting to do a program together. For more information please contact: Linda M. Ramberg, firstname.lastname@example.org, mobile + 47 928 03 694
The Service Pledge – a program for the winners of tomorrow
Join HSMAI Region Europe in London 14 – 16 September 2018, and develop your company’s Service Pledge, with lots of inspiration from top-tier international speakers on The HSMAI Day. Minimum two attendants per company. Press here for accommodation.
The HSMAI Day + two-day London workshop
Friday 14 September through to Sunday 16 September – at the Chesterfield Mayfair Hotel, London
The HSMAI Day take place at wonderful Chesterfield Mayfair Hotel in London. A full-day conference intended to provide you and your team an overview of current industry developments, focusing on subjects HSMAI considers important to put on the industry’s agenda. This year’s topic is Winning for customers and company culture through HSMAI Region Europe’s program, The Service Pledge. Tomorrow’s winners are companies that invest in their company culture and bringing the customer experience to the boardrooms. Your company culture and internal communication have a big impact on your reputation, repeat business and results, the Service Pledge program gives you tools to fine tune your management of these.
After three London days, including the HSMAI Day and two-days workshop you will be able to return home with a proposal for a Service Pledge for your company, including an action and implementation plan, in order to prepare and implement the program in cooperation with a certified executive coach, managers and employees – once you’re back home.
Certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands will facilitate the London workshops.
Read more about the Service Pledge initiative here.
I am delighted to be associated with HSMAI in this way and am looking forward to contributing and sharing experience of key success factors for their important initiative by giving back to the hospitality industry, which over so many years gave me such a wonderful professional life. – Frank Fiskers, former President & CEO, Scandic Hotels and now a member of the Scandic Board of Directors.
Program The HSMAI Day + two-day London workshop
Chesterfield Mayfair Hotel, London
Arrival. Company-internal visits. We test customer experiences in London. Intersessions.
(HSMAI will hold the Curate on Thursday 13 September, at the wonderful five-star hotel Claridge’s, and attendants partaking here will arrive on Wednesday)
The HSMAI Day
Friday 14 September
Target groups: GM´s and their leadership team, Destination Directors, Commercial Leaders, HR, RM Directors, Sales & Marketers and HQ.
It´s free to attend for HSMAI company members working directly in the hotel, event and travel industry.
Winning for Customers – Service Pledge program
Workshop day 1
Saturday 15 September – Minimum two attendants per company.
|09:00 – 10:00||Plenary assembly, all groups. Topics: Customer experience, company culture, communication, start building your Service Pledge. We try the Service Pledge gamification.|
|10:00 – 12:00||Work in company-internal or mixed groups. Facilitated by certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands.|
|12:00 – 13:00||Working lunch|
|13:00 – 15:00||Work in company-internal or mixed groups facilitated by certified executive coaches.|
|15:00 – 15:30||Coffee break|
|15:30 – 18:00||Plenary exchange of experience/on-stage reflections|
|19:00||Dinner and networking|
Sunday 16 September
|09:00 – 10:00||Plenary assembly, all groups. Topics: Service Recovery, measurement, feedback loops and quality control.|
|10:00 – 12:00||Work in company-internal groups. Facilitated by certified HSMAI Executive Coaches from Norway, Sweden, UK, Germany and The Netherlands.|
|12:00 – 13:00||Working lunch|
|13:00 – 15:00||Work in company-internal or mixed groups facilitated by certified executive coaches.|
|15:00 – 15:15||Short coffee break|
|15:00 – 16:00||Plenary exchange of experience/reflections/action plan. Round up / farewell drink and departure.|
Prices include full-day conference and two-day workshops, lunch all days, dinner Friday and Saturday, a one-hour certified Executive Coach successive follow-up via phone or Skype.
Travel and lodging arrangements excluded, booked by the individual attendants.
HSMAI Region Europe Certified Executive coaches
HSMAI Region Europe has developed an own executive certification to facilitate Winning for Customers the Service Pledge Program. The next following weeks we proudly present the first certified coaches.
The Service Pledge Coach will be working with hospitality organizations to coordinate their efforts and maximize their team’s approach to customer service. Every hospitality organization has a unique mission and style, so the Pledge is designed to take what is special and ensure that all team members are behind it in the most effective way.
Eric O’Halleran, HSMAI Region Europe Executive coach
Eric is an experienced and successful trainer bringing in many years of experience in dealing with customers and motivating people to help organizations grow and shift their culture. He worked in British Airways for many years, with training delivery, design & analysis for all areas of the organization. He has worked as a freelance trainer for several years focusing on topics like;
Team Working, Managing Challenging Situations, Coaching, Persuasion, Giving Feedback, Handling Objections, Growth Mindset, Growing Motivation, Business Communications and more.
Now Eric O’Halleran is certified as one of HSMAI Region Europe Executive coaches.
‘The Service Pledge is about understanding what outstanding service really looks like in your business and helping every member of the team to commit to their part in making something great’.
Eric O’Halleran, HSMAI Region Europe Executive Coach, about the HSMAIs Service Pledge program.
Q: What experience do you bring as an Executive Coach?
A: My passion for the customer experience has been the basis of everything I’ve done in my career. I have spent years developing and delivering service and sales initiatives across many sectors and at all levels which helps me understand both the customer and service provider point of view. My years in service, training and sales are all part of the same thing, which have allowed me to influence many global organisations in the provision of a winning customer focus.
Q: Why do I think you should attend this program?
A: We all have an idea of what great service is. The problem in most organizations is that individuals’ ideas often don’t match one another or the brand promise. That inconsistency may leave consumers confused and employees demotivated. The Service Pledge will involve everyone in your organization, helping them to focus on their role in working together to build a winning future.
Q: Why would your customers say you would be good for the organization to manage this program internally across departments?
A: The qualities my customers would recognise and recommend include;
- influencing skills
- energy & passion
- ability to collaborate successfully
- ability to listen
- ability to be positive
These skills allow me to have a lasting impact.
HSMAI Region Europe congratulates! Meet Eric O’Halleran in London September 14 – 16 for the Winning for Customer Service Pledge “miniprogram”. Click here for more information.
Andre Kaufmann, representing ReviewPro for Germany, Austria, Switzerland and France is now certified as Executive coach to facilitate the HSMAI program Winning for customers service pledge program.
ReviewPro is the world-leader in Guest Intelligence solutions for the hospitality industry.
ReviewPro’s cloud-based solutions enable clients to obtain a deeper understanding of reputation performance as well as operational/service strengths and weaknesses. We provide actionable insight to increase guest satisfaction, rankings on review sites/OTAs and ultimately revenue.
What experience do you bring as an Executive Coach?
My passion for the goal to achieve a unique guest experience was the reason for me to further work in this exciting industry. The experience of leading teams in multiple departments however taught me how hard it is to provide this exceptional service in all areas of contact with our clients and this understanding for the challenges still exist. My career brought me to a training and consulting company where we could show and prove what impact on revenue it makes to address the guests needs and today I am in the lucky position to work for a technology company that supports that Hotels to increases the communication with their guest and following the guest feedback it implements data driven processes all with the goal to provide an upgraded guest experience.
Why do I think you should attend this program?
Like myself, every individual has its own idea about what the perfect service for clients of the company I am working for should look like. For companies it is therefore critical that each employee, no matter what department, is contributing to the goal of the company. Implementing processes and measurements that assure these targets are being achieved even when the company is facing new challenges support the success of organizations moving forward.
Why would your customers say you would be good for the organization to manage this program internally across departments?
– My passion for the service industry
– My understanding of today’s challenges in hospitality but also its opportunities
– My goal to inspire
HSMAI Region Europe congratulates Andre Kaufmann! You will meet him in London in September.
HSMAI Region Europe Executive Coach Certification
to facilitate ‘the Winning for Customers service pledge program’
‘The Service Pledge is about understanding what outstanding service really looks like in your business and helping every member of the team to commit to their part in making something great’ – Eric O’Halleran, Executive Coach, HSMAIs Service Pledge program.
To help organisations review their strengths and put in place well researched actions to plug any customers experience gaps, HSMAI has developed and own certification to certify executive coaches to facilitate the program.
The HSMAI Service Pledge certification provides you with the tools to facilitate Service Pledge Workshops within organisations, to make a considerable difference to how the organisations customers service experience is perceived. With methods to help companies quality assure the service they actually deliver to customers and move ahead in external ratings.
Who should certify?
- Individual consultants and executive who
- eager to create excellent customer satisfaction and a great company culture
- bring the customer experience into the board room
- believe in this “Winning for customers” philosophy
- communicates well across levels
- will understand the benefits to an organisation or to own company and to their career development, as well as to their personal skills and toolkit.
For some companies there may be relevant to certify their own internal executive coach to maintain the winning for customers service pledge program internally. An internal coach will:
- provides opportunity for the organisation’s own leadership development’
- provides ‘fast tracking’ potential for promotion or additional responsibilities
- be ideal in ‘flat’ organisations (with fewer management posts) in providing an opportunity to prepare selected internal candidates for development into leadership and senior people leading roles’.
- To get access to tools to make continuous and considerable difference to how the organizations customers service experience is perceived.
- To have a network of international certified colleagues. Once certified, you become part of a national and international network with Certified HSMAI Service Pledge Executive Coaches.
- You will receive invitations to activities and events focusing on the use of the Service Pledge program as a tool and updates in the Knowledge Bank.
‘The Service Pledge is an exciting new initiative launched by HSMAI Region Europe. As a Service Pledge Coach, I can work with hospitality organisations to coordinate their efforts and maximise their team’s approach to their customer experience. Every hospitality organisation has a unique mission and style, so the Service Pledge program is designed to take what is special and ensure that all team members are behind it in the most effective way’. Executive Coach, HSMAIs Service Pledge program.
- To gain a portfolio of tools & processes making a considerable difference to how customer service is perceived.
- To develop scenarios for overcoming barriers when implementing organisational quality assuring changes.
- To share practice in coaching colleagues and teams delivering and communicating the concepts.
- To gain feedback on draft action plans for developing and implementing a Service Pledge in an organisation.
The HSMAI Service Pledge Executive Coach Certification consists of 4 modules (3 days including one evening ). It includes briefings, guidance, practice opportunities.
Workshop material and full access to the knowledge bank is also included. For more information about the modules, please see here.
Workbook guiding the process. Access to gamification activity to use in the workshop.
Full access to the Knowledge Bank, digitally available, to dip into for ideas, examples and methods for additional guidance.
As a HSMAI Executive Coach you will be an ambassadeur of HSMAI Region Europe and strive for our mission, values and service pledge.
Following is an overview of the commitments required of a HSMAI Executive Coach:
- Maintain a current corporate membership in HSMAI Region Europe
- Commit to serving as a trainer in at least a two-year term
- Participate in face-to-face meetings minimum once a year and some conference calls
- Help to sell the HSMAI Service Pledge Program in general
- Be a good ambassadeur of HSMAI
The HSMAI Trainer Certification costs a onetime investment of 1950 EURO
Upfront payment required after the application is approved by HSMAI Region Europe.
The next certification take place in London September 10 – 12. For more information please contact: Linda M. Ramberg, email@example.com, mobile + 47 928 03 694
Mia Touzin Leffler
Education Adviser HSMAI Region Europe
Mia Touzin Leffler is responsible for HSMAI Region Europe’s Winning for Customers – The HSMAI Service Pledge program.
See HSMAI’s Mia Touzin Leffler, who researched and worked on the development of the program, explain why you should have a Service Pledge
Mia´s combination of senior roles held in the service and hotel industry and in hotel and tourism higher education makes her interpretation of customer experience research in todays business environment very pertinent. Her findings indicate that ‘tomorrow’s winners are companies that invest in their company culture and bring the customer experience onto the boardroom agenda’.
Academic background and customer experience
As Senior Fellow, the Higher Education Academy in England, the organisation for quality assurance within British universities, Mia is External Examiner at Ulster University in Belfast. Her academic background includes being head of the hospitality and event management education at the large University of West London, academic lead of the BSc program at the private Glion Hotel School in Switzerland and lecturer at Cornell University when they had a teaching centre at IMHI Essec in Paris. Her academic education includes a MSc with Merit in Tourism & Hospitality Management and Education from Surrey University together with earlier studies in human resources management in the UK and hotel management at Glion.
Mia Touzin Leffler´s earlier career was in the industry, as head of management development and training with Sheraton EAME & South Asia and prior to that as Human Resources Manager, Holiday Inns Europe. This was followed by a period as independent with quite large, long-term projects around work method changes, service concepts and sales training programs for Disney Paris, the Europcar – Perot Systems partnership and Air Miles before landing in academia with three children tagging along. Mia grew up in Gothenburg, Sweden, is married to a Frenchman and has spent her adult life based in England, France, Switzerland, Germany and in Australia.
Mia will be present in London, both in the capacity as lecturer and Executive Coach. See here.
For partakers interested in proceeding with the program within own organisation HSMAI Region Europe has prepared four company-internal workshops based on the four Service Pledge modules, including guidance and follow-up between gatherings, workbook, access to online store of knowledge with international examples and company case, facilitated by an HSMAI Executive Coach. Coach certification within own organisation is yet an option.
For more information and application please contact Linda M. Ramberg, firstname.lastname@example.org
Service Pledge quotes
Today everybody knows, what everybody is charging. So the only thing you can do, is service the customer better than somebody else, or differentiate your product better, than somebody else.
The secret to success is to do the common things uncommonly well.
Within the HSMAI Service Pledge program we explore key stages of our customers journey, identifying areas to focus on and how.