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BUS151 People Skills

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BUS151 People Skills Chapter 2 Contributing to the Service Culture What is a Service Culture? The answer is different for each organization. No two organizations ... – PowerPoint PPT presentation

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Title: BUS151 People Skills

1
BUS151 People Skills

Chapter 2
Contributing to the Service Culture

2
What is a Service Culture?

The answer is different for each organization. No
two organizations operate in the same manner,
have the same focus, or provide management that
accomplishes the same results.
Different cultures have different values,
beliefs, norms, rituals, and practice.
You play a role in communicating the culture to
your customers.
You may communicate it through your appearance,
your interaction with customers, and your
knowledge, skill, and attitude.

3
Service Culture

Culture also encompasses your products and
services, and the physical appearance of the
organizations facility, equipment, and other
aspects that the customers comes in contact with.

Unfortunately, many companies are
product-centered and view customers from the
standpoint of what company products or services
they use.

Successful organizations are customer-centered
and focus on individual needs.
4
Some of the More Common Elements of a Successful
Organization

Service philosophy or mission
Direction that supports day-to-day interactions
with the customer.
Employee roles and expectations
Defines what is expected of employees in customer
interactions defines how employee service
performance will be evaluated.

Management Support
Level of management involvement and enthusiasm in
coaching/mentoring.
Motivators and Rewards
Feedback that prompts employees to continue to
deliver at a high level of effectiveness and
efficiency.

5
Common Elements of a Successful Organization
(contd)

Training
Instruction/information provided through various
techniques that teach knowledge or skills
attempt to influence employee attitude toward
excellent service
Products Services
State of the art competitively prices meets
needs of customers.

Policies Procedures
Guidelines are established as to how transactions
and situations will be handled.
Delivery System
The way an organization delivers its products and
services.

6
R.U.M.B.A.

For you and your organization to be successful in
providing superior service to your customers,
your roles and expectations must be clearly
defined and communicated.
Realistic
Understandable
Measurable
Believable
Attainable

7
Service Employee Competencies

Broad general knowledge of products and service
Interpersonal communication skills
Technical expertise
Positive, customer-focused, can-do attitude

Initiative
Motivation
Integrity
Loyalty (to organization, products, and to
customers)
Team spirit

Look for a strong mentor in your organization.
They are well connected.
They have ability and desire to assist you.
Strive for improvement
Create self-motivation strategies
Remain optimistic
Look for ways to improve your skills
Avoid complacency
Make recommendations for improvement
Look for ways around roadblocks
The fact that others arent doing their job does
not excuse you from doing yours.

9
Employee Empowerment

Delegation of authority where a frontline service
provider can take action without having to call a
supervisor or ask permission.

Such authority allows on-the-spot responsiveness
to the customer while making service
representatives feel trusted, respected, and
important.

Empowerment is an intangible way that successful
service organizations reward employees. Often
someone who has decision-making authority feels
better about himself or herself and their
organization.
10
Customer-Friendly Systems

Advertising
Sends a message that products and services are
competitive in price, quality, and quantity
otherwise, customers go elsewhere.
An advertisement that appears deceptive can cost
the organization its customers and reputation.

Complaint Resolution
The manner in which complaints or problems are
handles can signal the organization's concern for
customer satisfaction.
Make recommendations for improvement whenever you
spot a roadblock or system that impedes provision
of service excellence.

11
Tools for Service Measurement

Profit and loss statements or management reports
Employee exit interviews
Walk-through audits
On site management visits

Employee focus groups
Customer focus groups
Mystery shoppers
Customer satisfaction surveys
Customer comment cards

12
Twelve Strategies for Service Success

Explore your organizations mission.
Help communicate the culture and vision to
customers daily.
Demonstrate ethical behavior.
Identify and improve your service skills.
Become an expert on your organization.
Demonstrate commitment.
Partner with customers.
Work with our customers interest in mind.
Treat vendors and suppliers as customers.
Share resources.
Work with, not against, your customers.
Provide service follow-up.

13
Separating Average Companies From Excellent
Companies

Executives spend time with the customer.
Executives spend time talking to frontline
service providers.
Customer feedback is regularly asked for and
acted upon.
Innovation and creativity are encouraged and
rewarded.
Benchmarking (identifying successful practices of
others) is done with similar organizations.
Technology is widespread, updated, and used
effectively.
Training is provided for industry trends,
organization issues, skills, and technology.
Open communication exists between frontline
employees and all levels of management
Employees are provided with guidelines and
empowered to do whatever is necessary to satisfy
the customer.
The status quo is not acceptable.