Chapter 2: Contributing to the Service Culture

© 2012 by Robert W. Lucas

Chapter 2: Contributing to the Chapter 2: Contributing to the Service CultureService Culture


22Learning OutcomesLearning Outcomes

• 2-1: 2-1: Explain the elements of a service culture.Explain the elements of a service culture.• 2-2: 2-2: Define a service strategy.Define a service strategy.• 2-3: 2-3: Recognize customer-friendly systems.Recognize customer-friendly systems.• 2-4: 2-4: Implement strategies for promoting a positive Implement strategies for promoting a positive

service culture.service culture.• 2-5: 2-5: Separate average companies from exceptional Separate average companies from exceptional

companies.companies.• 2-6: 2-6: Identify what customers want.Identify what customers want.


33Defining Customer ServiceDefining Customer Service

• What is a service culture?• A customer-centric culture



• Elements of a service culture– Service philosophy or mission– Employee roles and expectations

• Employee qualities



• Elements of a service culture– Policies and procedures– Motivators and rewards– Management support

• Employee empowerment – Training


66Establishing a service strategyEstablishing a service strategy

• Customers– Attracting– Retaining– Responsibility


77Customer friendly systemsCustomer friendly systems

• Advertising• Complaint or problem resolution• Service delivery systems



• Third Party Delivery system– Advantages– Disadvantages



• Service measurement tools– How do you know if you are providing great

customer service?


1010Positive Service CulturePositive Service Culture

• Personal strategies– Vision– Ethics– Skills– Commitment– Partnerships– And more...


1111Excellent vs. Average CompaniesExcellent vs. Average Companies

• What do excellent companies do?– Communication– Seeking of feedback– Innovation– Benchmarking– And more…


1212What customers wantWhat customers want

• Personal recognitionPersonal recognition• CourtesyCourtesy• Timely serviceTimely service• ProfessionalismProfessionalism• Enthusiastic serviceEnthusiastic service• EmpathyEmpathy• Patience Patience

Chapter 2: Contributing to the Service Culture

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