Promoting a Positive Service Culture: Strategies for Exceptional Companies

1. 2 The Profession 1 Contributing to the Service Culture Learning Objectives, Chapter 2 • Explain the elements of a service culture. • Define a service strategy. • Recognize customer-friendly systems.

2. Implement strategies for promoting a positive service culture. Separate average companies from exceptional companies. Identify what customers want. Contributing to the Service Culture

3. Review the chapter Quote and tie it to the Chapter content Discuss In the Real World – Health Care Complete the Quick Preview Define service culture Discuss the elements of a service culture. Contributing to the Service Culture

4. Service Culture Defined A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization. What does Service Culture Mean?

5. Review Figure 2.3, page 34 Service philosophy or mission Employee roles and expectations Delivery systems Policies and procedures (continued on Slide 6) Elements of a Service Culture

6. Products and services Management support Motivators and rewards Training Elements of a Service Culture, continued

7. RUMBA Realistic Understandable Measurable Believable Attainable Employee Performance Measures

8. Empowerment is the word used to describe the giving of decision-making and problem-resolution authority to lower-level employees in an organization. This precludes having to get permission from higher levels in order to take an action or serve a customer. What is Empowerment?

9. A Service Strategy A service provider helps determine approaches for service success. The best way to create a service culture is to get everyone in the organization involved in planning and brainstorming. How do you think ideas can be shared most effectively? Establishing a Service Strategy

10. Customer-Friendly Systems Components Advertising Complaint resolution Delivery systems System Components

11. Explore your organization’s vision. Help communicate the culture and vision to customers—daily. Demonstrate ethical behavior. Identify and improve your service skills. Strategies for Promoting a Positive Service Culture

12. Strategies for Promoting Positive Service Culture (continued) Become an expert on your organization. Demonstrate commitment. Partner with customers. Work with your customer’s interest in mind. Promoting a Positive Service Culture

13. Strategies for Promoting a Positive Service Culture Continued Treat vendors and suppliers as customers. Share resources. Work with, not against, your customers. Provide service follow-up. Promoting a Positive Service Culture

14. Ask questions to determine the service environment. Separating Average Companies from Excellent Companies

15. Common customer service wants and expectations: Personal recognition Courtesy Timely service Professionalism What Customers Want

16. Enthusiastic service Empathy Patience Customers also expect effective, efficient service and value for their money. What Customers Want, continued