Contributing to the Service Culture

HTT160/NORAZLINA RAHMAT 1

CONTRIBUTING TO THE SERVICE CULTURE

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DEFINING A SERVICE CULTURE It is different for each organization No two organization operate in the same

manner, have the same focus or provide management that accomplishes the same result

A culture indicates :*the value *beliefs*norms *rituals *practices of group organization

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Elements of a service culture Service

philosophy Employees roles

and expectation Delivery system Policies and

procedures

Management support

Motivators and rewards

Training Product and

services

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Service philosophy or mission Generally is driven from the top of

organization Upper management set the visions or tone

and direction of the organization In successful organization, upper

management members make themselves clearly visible to frontline employees and are in tune with customer needs and expectations

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Employees roles and expectation It may be similar from one or another But they may be performed in different ways roles and expectation normally included in

job description and in performances goals Updated when necessary Measured during a performance period and

subsequently rewarded or not rewarded(depending on performance and organization policy)

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RUMBA Realistic

Understandable

Measurable

Believable

Attainable

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Employee roles in larger organization

Broad general knowledge of products and service

Interpersonal communication skills

Technical expertise related to products sold and serviced

Positive, customer-focused, “can do” attitude

Initiative Motivation Integrity loyalty team spirit Creativity Ethical behavior Time management skills Problem-solving

capability Conflict resolution skills

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Employees roles in smaller organizations

The growth of small business has skyrocketed Especially women-and-minority owned businesses Employees in smalls businesses perform greatly

varied tasks – transition form large to small organizations

To stave off failure and help ensure that customer needs are identified and satisfied, owners and employees continually strive again new knowledge and skills to deliver a service equal to bigger organizations

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Policies and procedures A lot of local, state and federal regulations Company policy- to handle problem Return policy –part of overall service process Make commitment to the customer and

establish an environment that will support

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Products and services Type and quality of products & services also

contribute to organizational culture If customer perceive reputable products,

professional manners & competitive price; will likely to reap the rewards of loyalty and positive “press”

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Motivators and rewards People work more effectively and

productively when their performance is recognized and adequately rewarded

Rewards can be : monetary value or material items, simple verbal pat

Many use public recognition,contives (gifts or trips),employees of the month or year award

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Management support Cannot be expected to handle every customer-

related situation that develops Have to depend on the experience employees or

supervisors or manager and defer to his/her experience or authority

Manager, supervisor or a team leader should provide effective, ongoing coaching, counseling, and training

Supervisors can pass valuable info, guide and aid professional development

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CONT….* Ask many open-ended questions Strive for improvement Look for a strong mentor in your

organization Avoid complacency

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Employee empowerment One way for a supervisor to help ensure that

service providers can respond quickly to customer needs or requests

intent of empowerment- delegation of authority where a frontline service provider can take action without calling supervisor / ask permission

On the spot responsiveness to the customer Feel trusted, respected and like an important

part of organization

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TrainingEmployees must be given the necessary tools

to perform job successfully Training might address interpersonal skills,

technical skills, organizational awareness, or job skills

Training can help to what is expected from you and how to fulfill those expectations

Training is vehicle for accomplishing essential components of organizational culture

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ESTABLISHING A SERVICE STRATEGY Concepts : a service provider helps determine

approaches for service success Inspection of its systems and practices to decide

where the company is now and where it should be?Do your part on determining needed approaches

for success. Ask the following questions to clarify role :

a) who Is my customer?b) what am I currently doing?c) Do I focus all my efforts on total customer

satisfactiond) Etc…

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CUSTOMER FRIENDLY SYSTEMS Concept : system components

are advertising, complaint resolutions and delivery systems

Filter down the frontline employeeTypical systems components:

1) Advertising 2) Complaint resolution

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Cont….*SERVICE DELIVERY SYSTEMS

1) Direct versus indirect systems 2) Third-party delivery

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Tools for Service Management typical techniques or tools available for CS data

collection : Employee focus groups Customer focus groups Mystery shoppers Customer satisfaction surveys Customer comment cards P &L statement or management reports employees exit interview Walk-through audit On-site management visits

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12 STRATEGIES FOR PROMOTING A POSITIVE SERVICE CULTURE

1) Explore your organization’s vision2) Help communicate the culture and vision to

customer- daily 3) Demonstrate ethical behavior 4) Identify and improve your service skills 5) Become an expert on your organization 6) Demonstrate commitment 7) Partner with customers8) Work with your customers interest in mind 9) Treat vendors and suppliers as customers 10) Share resources 11) Work with, not against your customer 12) Provide service follow up

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SEPARATING AVERAGE COMPANIES FROM EXCELLENT COMPANIES

CONCEPT : ask questions to determine the service environment in a company in which you need employment

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WHAT CUSTOMER WANT?Personal recognition

Courtesy

Timely service

Professionalism

Enthusiastic service

Empathy

Patience

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Thank you

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Contributing to the Service Culture

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