The document discusses service culture and the key elements that define a successful organization. It defines service culture as an environment where employees are obsessed with providing superior customer service. A successful service culture is communicated through employee appearance, interactions, knowledge, skills, and attitude. Key elements that define a successful organization include service philosophy, employee roles and expectations, delivery systems, policies/procedures, products/services, management support, motivators/rewards, and training. Considerations for developing a strong service culture focus on mission and vision statements, service standards, and consistency in customer service.
The document discusses service culture and the key elements that define a successful organization. It defines service culture as an environment where employees are obsessed with providing superior customer service. A successful service culture is communicated through employee appearance, interactions, knowledge, skills, and attitude. Key elements that define a successful organization include service philosophy, employee roles and expectations, delivery systems, policies/procedures, products/services, management support, motivators/rewards, and training. Considerations for developing a strong service culture focus on mission and vision statements, service standards, and consistency in customer service.
The document discusses service culture and the key elements that define a successful organization. It defines service culture as an environment where employees are obsessed with providing superior customer service. A successful service culture is communicated through employee appearance, interactions, knowledge, skills, and attitude. Key elements that define a successful organization include service philosophy, employee roles and expectations, delivery systems, policies/procedures, products/services, management support, motivators/rewards, and training. Considerations for developing a strong service culture focus on mission and vision statements, service standards, and consistency in customer service.
The document discusses service culture and the key elements that define a successful organization. It defines service culture as an environment where employees are obsessed with providing superior customer service. A successful service culture is communicated through employee appearance, interactions, knowledge, skills, and attitude. Key elements that define a successful organization include service philosophy, employee roles and expectations, delivery systems, policies/procedures, products/services, management support, motivators/rewards, and training. Considerations for developing a strong service culture focus on mission and vision statements, service standards, and consistency in customer service.
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Service Culture Lecture
Service – is an act of dealing with customers through offering a particular
skill.
Culture – is a guiding principles includes the values, beliefs, norms, rituals,
and practices of a group or organization.
Culture is the characteristics and knowledge of a particular group of people,
encompassing language, religion, cuisine, social habits, music and arts, marriage, clothing,, what we believe is right or wrong.
A shared patterns of behaviors and interactions, cognitive constructs and
understanding that are learned by socialization.
Culture also encompasses your products and services, and the physical appearance of the organization’s facility, equipment, or any other aspect of the organization with which the customer comes into contact.
service culture - is an environment where employees are obsessed with
providing superior customer service to clients. This means going above and beyond the call of duty to ensure the people paying for your goods and services are delighted. Any policy, procedure, action, or inaction on the part of your organization contributes to the service culture.
A key point to remember about service culture is that you and every other employee plays a key role in communicating the culture of your organization to your customers.
You may communicate the culture through your appearance, your
interaction with customers, and your knowledge, skill, and attitude. Elements that defines a successful Organization
Service philosophy or mission: The direction or vision of an organization
that supports day-to-day interactions with the customer.
Employee roles and expectations: The specific communications or
measures that indicate what is expected of employees in customer interactions and that define how employee service performance will be evaluated.
Delivery systems: The way an organization delivers its products and
services. Policies and procedures: The guidelines that establish how various situations or transactions will be handled.
Products and services: The materials, products, and services that are state of the art, are competitively priced, and meet the needs of customers.
Management support: The availability of management to answer
questions and assist frontline employees in customer interactions when necessary. Also, the level of management involvement and enthusiasm in coaching and mentoring professional development.
Motivators and rewards: Monetary rewards, material items, or feedback
that prompts employees to continue to deliver service and perform at a high level of effectiveness and efficiency.
Training: Instruction or information provided through a variety of
techniques that teach knowledge or skills, or attempt to influence employee attitude toward excellent service delivery.
Considerations in Service Culture
Service Philosophy or Mission - Most successful organizations have
written mission and vision statements A mission statement defines the organization's business, its objectives, and how it will reach these objectives. A vision statement details where the organization aspires to go. Why does your company exist? What do you Mission statements should always tie back to the vision statement and should be incorporated into the infrastructure (e.g., HR policies and procedures) and service culture of an organization.
What are mission and vision statements? hope to accomplish in the next several years?
“ To develop globally competitive students who will play proactive roles in
national and international development. Quality Instruction- To provide quality instruction responsive to global needs and expectations. Wider Accessibility- To democratize access to graduate education to all qualified Filipinos and foreigners.” VISION
Lead and inspire Filipinos to create a better tomorrow.
MISSION
Empower Filipinos everywhere with customer-focused digital innovations
that unlock and share their infinite potential. Procter & Gamble’s vision statement is “Be, and be recognized as, the best consumer products and services company in the world.” Procter & Gamble’s mission statement is “We will provide branded products and services of superior quality and value that improve the lives of the world’s consumers, now and for generations to come. As a result, consumers will reward us with leadership sales, profit and value creation, allowing our people, our shareholders and the communities in which we live and work to prosper.”
Service Standards - Service standards can help ensure your organization
in getting the best results and show you how to keep improving. Consistency, efficiency and best practice demonstrate that you have processes in place to monitor and improve the quality and performance in the service you provide.
Lack of Standard - lack of clear service standards also increases the
chance of inconsistent service. Importance of Customer Service Standards
it encourage your staff to focus on key areas of service more
