1 / 13

Cultivating an Exceptional Service Culture: Strategies and Practices

This chapter explores the foundational elements of a successful service culture, emphasizing the importance of values, beliefs, and practices that drive customer satisfaction. Key components such as employee responsibilities, management support, and customer-friendly systems are discussed. Strategies for fostering a positive service environment include leveraging feedback mechanisms, providing comprehensive training, and promoting an ethical organizational vision. By distinguishing average service from excellence through effective communication and innovation, organizations can meet customer expectations and enhance service delivery.

gwylan
Télécharger la présentation

Cultivating an Exceptional Service Culture: Strategies and Practices

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. CHAPTER TWO Contributing to the Service Culture

  2. LEARNINGOBJECTIVES • Explain elements of service culture • Describe job responsibilities • Realize that delivery is same • Recognize customer-friendly systems • Implement strategies

  3. WHAT IS ASERVICE CULTURE? A service culture is made up of various factors, including values, beliefs, norms, rituals and practices of a group or organization.

  4. Service philosophyor mission Employee rolesand expectations Policiesand procedures Managementsupport Productsand services Motivatorsand rewards Delivery Systems Training DEFINING ASERVICE CULTURE ServiceCulture

  5. ESTABLISHING ASERVICE STRATEGY • Inspect systems and practices • Review how customer needs are addressed • Clarify provider roles

  6. CUSTOMER-FRIENDLY SYSTEMS • Typical system components • Advertising • Complaint resolution • Service delivery systems • Direct vs. Indirect systems • Third-party delivery

  7. TOOLS FOR SERVICE MEASUREMENT (1) • Employee focus groups • Customer focus groups • Mystery shoppers • Customer satisfactionsurveys • Customer comment cards

  8. TOOLS FOR SERIVCE MEASUREMENT (2) • Profit & loss statements/management reports • Employee exitinterviews • Walk through audits • On-site management visits

  9. STRATEGIES FOR PROMOTING POSITIVE SERVICE CULTURE (1) • Explore organizational vision • Communicate culture and vision • Demonstrate ethical behavior • Identify/improve service skills • Become an expert • Demonstrate commitment

  10. STRATEGIES FOR PROMOTING POSITIVE SERVICE CULTURE (2) • Partner with customers • Work with customer’s interest in mind • Treat vendors/suppliers as customers • Share resources • Work with customers • Provide service follow-up

  11. SEPARATING AVERAGE FROM EXCELLENT COMPANIES (1) • Executives spend time with customers • Executives talk to frontline employees • Customer feedback elicited & used • Innovation and creativity encouraged and rewarded • Benchmarking is done • Technology is widespread

  12. SEPARATING AVERAGE FROM EXCELLENT COMPANIES (2) • Training is provided • Open communication exists • Employees provided with guidelines/empowered • Partnerships are common • Status quo is not acceptable

  13. WHATCUSTOMERS WANT (1) • Personal recognition • Courtesy • Timely service • Professionalism • Enthusiastic service • Empathy • Patience

More Related