Please enable JavaScript.
Coggle requires JavaScript to display documents.
CHAPTER TWO: CONTRIBUTING TO THE SERVICE CULTURE - Coggle Diagram
CHAPTER TWO:
CONTRIBUTING TO THE SERVICE CULTURE
WHAT IS A SERVICE CULTURE?
A service culture is made up of various factors, including values, beliefs, norms, rituals, and practices of a group or organization.
SEPARATING AVERAGE FROM EXCELLENT COMPANIES (1)
Customer feedback elicited & used
Innovation and creativity encouraged and rewarded
Executive talk to frontline employees
Benchmarking is done
Executives spend time with customers
Technology is widespread
DEFINING A SERVICE CULTURE
Policies and procedures
Management support
Employee roles and expectations
Products and services
Service philosophy or mission
Motivators and rewards
Delivery systems
Training
ESTABLISHING A SERVICE STRATEGY
Review how customer needs are addressed
Clarify provider roles
Inspect systems and practices
CUSTOMER-FRIENDLY SYSTEMS
Typical system components
:<3: Advertising
:<3: Complaint resolution
Service delivery systems
:<3: Direct vs. Indirect systems
:<3: Third-party delivery
TOOL FOR SERVICE MEASUREMENT (1)
Mystery shoppers
Customer satisfaction surveys
Customer focus groups
Customer comment cards
Employee focus groups
TOOL FOR SERVICE MEASUREMENT (2)
Employee exit interviews
Walk through audits
Profits & loss statements/ management reports
On-site management visits
STRATEGIES FOR PROMOTING POSITIVE SERVICE CULTURE (1)
Demonstrate ethical behavior
Identify/ improve service skills
Communicate culture and vision
Become and expert
Explore organizational vision
Demonstrate commitment
STRATEGIES FOR PROMOTING POSITIVE SERVICE CULTURE (2)
Treat vendors/ suppliers as customers
Share resources
Work with customer's interest in mind
Work with customers
Partner with customers
Provide service follow-up
SEPARATING AVERAGE FROM EXCELLENT COMPANIES (2)
Employees provided with guidelines/ empowered
Partnerships are common
Open communication exists
Status quo is not acceptable
Training is provided
WHAT CUSTOMERS WANT (1)
Professionalism
Enthusiastic service
Timely service
Empathy
Courtesy
Patience
Personal recognition