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Chapter 2: Contributing to the Service Culture

Chapter 2: Contributing to the Service Culture. Learning Outcomes. 2-1: Explain the elements of a service culture. 2-2: Define a service strategy. 2-3: Recognize customer-friendly systems. 2-4: Implement strategies for promoting a positive service culture.

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Chapter 2: Contributing to the Service Culture

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  1. Chapter 2: Contributing to the Service Culture

  2. Learning Outcomes • 2-1: Explain the elements of a service culture. • 2-2: Define a service strategy. • 2-3: Recognize customer-friendly systems. • 2-4: Implement strategies for promoting a positive service culture. • 2-5: Separate average companies from exceptional companies. • 2-6: Identify what customers want.

  3. Defining Customer Service • What is a service culture? • A customer-centric culture

  4. Defining Customer Service • Elements of a service culture • Service philosophy or mission • Employee roles and expectations • Employee qualities

  5. Defining Customer Service • Elements of a service culture • Policies and procedures • Motivators and rewards • Management support • Employee empowerment • Training

  6. Establishing a service strategy • Customers • Attracting • Retaining • Responsibility

  7. Customer friendly systems • Advertising • Complaint or problem resolution • Service delivery systems

  8. Customer friendly systems • Third Party Delivery system • Advantages • Disadvantages

  9. Customer friendly systems • Service measurement tools • How do you know if you are providing great customer service?

  10. Positive Service Culture • Personal strategies • Vision • Ethics • Skills • Commitment • Partnerships • And more...

  11. Excellent vs. Average Companies • What do excellent companies do? • Communication • Seeking of feedback • Innovation • Benchmarking • And more…

  12. What customers want • Personal recognition • Courtesy • Timely service • Professionalism • Enthusiastic service • Empathy • Patience

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