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1.Explain the elements of a service culture.

2.Define a service strategy.

3.Recognize customer-friendly systems.

The Profession

Contributing to the Service CultureLearning Objectives

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

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Contributing to the Service Culture

4. Implement strategies for promoting a positive service culture.

5. Separate average companies from exceptional companies.

6. Identify what customers want.

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Contributing to the Service Culture

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.

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What does Service Culture Mean?

Service Culture Defined

A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization.

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Elements of a Service Culture

• Review Figure 2.3, page 34

• Service philosophy or mission

• Employee roles and expectations

• Delivery systems

• Policies and procedures

(continued on Slide 6)

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Elements of a Service Culture, continued

• Products and services

• Management support

• Motivators and rewards

• Training

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Employee Performance Measures

RUMBA

Realistic

Understandable

Measurable

Believable

Attainable

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What is Empowerment?

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.

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Establishing a Service Strategy

A Service StrategyA 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?

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System Components

Customer-Friendly Systems Components

• Advertising

• Complaint resolution

• Delivery systems

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Strategies for Promoting a Positive Service Culture

Explore your organization’s vision.

Help communicate the culture and vision to customers—daily.

Demonstrate ethical behavior.

Identify and improve your service skills.

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Promoting a Positive Service Culture

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.

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Promoting a Positive Service Culture

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.

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Separating Average Companies from Excellent Companies

Ask questions to determine the service environment.

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What Customers Want

Common customer service wants and expectations:

Personal recognition

Courtesy

Timely service

Professionalism

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What Customers Want, continued

Enthusiastic service

Empathy

Patience

Customers also expect effective, efficient service and value for their money.