OUR QUEST FOR SERVICE EXCELLENCE E-Learning Support Module 1(a) Pharmacy Assistant/Retail Staff
Module 1(a) This module is an interactive E-Learning module aimed at supporting your appreciation and development of our goal to provide the VERY BEST in Customer Service Excellence. This workbook supports the online workshop, where you will be asked to complete a number of tasks, provide your opinion and thoughts as well as practice some key skill areas. Module 1 (a) covers the following topics to help you: Understand the DDS brand and what it means to work for us Recognise the Core Values of DDS and how that relates to your role Introduce our Customer First Service Excellence approach to doing our business Develop an understanding of your role in driving that outcome We invite you to be part of something bigger! 2
DDS Brand Reflections What do you think it means to be recognised as a BRAND? Below are some very easily recognisable Brands. Under each list words that come to mind when you describe them? So what about DDS?? What words do you think best describes the way we go about our business and therefore, our Brand Image? 3
What would YOUR Customers Say? Think of the last 3 customer interactions you have had. How would you describe them? What do you think the customer would say about the interaction? Outside of DDS you have been a customer yourself. Below, write some reflections on the following scenarios: A situation when you were the customer in which you thought the experience was good. What made it good? What did the person you dealt with do that made you feel that way? How did you feel? Would you recommend the place to someone else? A situation when you were the customer in which you thought the experience was poor. What made it a poor experience? What did the person you dealt with do that made you feel that way? How did you feel? Would you recommend the place to someone else? 4
Our DDS Values! Listed below are our CORE VALUES. Under each what does it mean to you and how could it look in terms of the things you do in YOUR role in store? SERVICE: We will always deliver more - Strive to achieve beyond the expectation go the extra mile - Aim for an exemplary outcome every time - Believe that you can make a difference CUSTOMERS: Everyone is our customer - No matter the role or place you work, everyone you communicate with is a customer -Treat our customers like royalty - deliver your best & you ll keep them forever! PEOPLE: Our integrity shall never be compromised - We value our people and treat each other with the respect that is deserved - We are true to ourselves, our teams & our customers - We walk the talk! TEAM: Our passion unites us - Keep the passion alive - Have a genuine desire to be a part of something important OWNERSHIP: Our brand, our future - Work together, for tomorrow - Make the vision of Service Excellence your reality The Quest for Service Excellence... Make a difference every day! 5
SERVICE EXCELLENCE WHAT DOES THAT REALLY MEAN? In terms of the following areas of the customer interaction in YOUR role, what do you think SERVICE EXCELLENCE looks like. Describe some behaviours that relate to this. First impressions of the customer? The Acknowledgement & Greeting? Understanding your customer s needs? Providing good information that assists in the decision making process? Helping Provide a Solution? Additional lifestyle advice on top of what you were asked for? 6