contributing to the service culture
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HTT160/NORAZLINA RAHMAT 1
CONTRIBUTING TO THE SERVICE CULTURE
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HTT160/NORAZLINA RAHMAT 2
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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HTT160/NORAZLINA RAHMAT 3
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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HTT160/NORAZLINA RAHMAT 4
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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HTT160/NORAZLINA RAHMAT 5
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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HTT160/NORAZLINA RAHMAT 6
RUMBA Realistic
Understandable
Measurable
Believable
Attainable
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HTT160/NORAZLINA RAHMAT 7
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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HTT160/NORAZLINA RAHMAT 8
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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HTT160/NORAZLINA RAHMAT 10
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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HTT160/NORAZLINA RAHMAT 11
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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HTT160/NORAZLINA RAHMAT 12
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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HTT160/NORAZLINA RAHMAT 13
CONT….* Ask many open-ended questions Strive for improvement Look for a strong mentor in your
organization Avoid complacency
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HTT160/NORAZLINA RAHMAT 14
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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HTT160/NORAZLINA RAHMAT 15
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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HTT160/NORAZLINA RAHMAT 16
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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HTT160/NORAZLINA RAHMAT 17
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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HTT160/NORAZLINA RAHMAT 18
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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HTT160/NORAZLINA RAHMAT 20
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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HTT160/NORAZLINA RAHMAT 21
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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HTT160/NORAZLINA RAHMAT 23
Thank you
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