how service culture is established

RMB4 key components of a customer service environment customer or people oriented who is the key component?

Service culture is different come from management you will never see 2 company with same service culture.

culture include = create certain actions

Values

Beliefs

norms

rituals

practice

Customer 4 stage model VERY IMPORTANT

Organizational culture

Human Recourse

Products and service

service delivery system

customer feedback system

stage 1/ starting point = individual who fall in a target group = who to choose? Active SG or club

stage 2/focus = understand the customer need and offer what they want.

stage 3/Mean how your organization deliver service/ product to customer ( physical store/ online line)

stage 4/ Ends convert customer to loyal customer

how the things are done?

what you expect?

experience you had?

how to work toward values

managing human/ staff issue

manage and develop staff

available of staff working in all aspect ( LG, GO, FI)

train and develop staff to ensure competency

promotion, recruitment,

create the product and service as per customer demand

Product = can be seen

Service = cannot be seen

how front line staff deliver and engage with customer

how customer feedback?

email

phone call

feedback form

Compliment/ complaint?