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?
phone call
feedback form
Compliment/ complaint?