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Fine Food Queensland, 2010 Fix the ‘ Attitude Problem’ and Create Great Service PS. Who has the attitude problem? PPS. What causes ‘attitude’ problems? Presented by: David J. Solnet, PhD University of Queensland Shift Directions Consulting and Training Monday, 11am
How academic principles can be (and are!) practiced in the hospitality industry (5 min)
The evolution and complexity of customer service (5 min)
Linking employee attitudes to financial benefits (5 min)
‘ Crash’ course on organizational psychology (5 min)
Some practical tips / advice –
6 Common Barriers to great Customer Service (5 min)
12 question Quiz on Management Behaviour linked to customer service excellence (5 min)
10 Practical Tips to improve employee attitudes! (10 min)
I move fast / Sharing a snippet of my passion for Customer Service!!!
The ‘One Gem’ Theory | Handouts / email
Foundations in both academic / international ‘best practice’ | Would be a disservice otherwise… hope you will agree!
Today’s Plan (45 min POWER session + questions) ____________________________________________
“ People… our greatest asset… ” (Bill Marriott) “… Our greatest asset, and the key to our success, is our people…” (Four Seasons Hotels Corporate Culture Statement) “ The people make the place ” (Schneider, 1987) “ All of our success is attributable to our staff..” (Shannon Bennett – Vue de Monde) “… Gen Y – ARGH! I can’t stand those little scoundrels.” (unnamed restaurant owner) “ The most trouble issue of concern to managers is effective HR management” (Enz 2001, 2009) … YET NEARLY ALWAYS UNDERREPRESENTED AT SEMINARS / EDUCATIONAL SESSIONS! It’s all about our people…. ____________________________________________
UQ School of Tourism – Leader: Hospitality Management Section; researcher/lecturer: Customer Service Management ) (see next slide)
Shift Directions – Advisory Services and Mgt Training Customer service quality initiatives ; customer perception evaluations; employee attitude assessment, balanced scorecard implementations, HR advice and remuneration programs AND management / leadership and customer service training . Shift Directions PROFILE
Benefits of linking the two – a keeping an eye on (a) current industry practice along with (b) international best practice
I see this as my calling – to connect international business Best Practice back into the hospitality industry at the local level
Solnet 2008 - Service Excellence / Solnet and Hood Gen Y
Aiming to strike perfect balance
Doing now (related hats) ___________________________________________ _
UQ School of Tourism ______________________________________________________ University of Queensland ranked 41 st in the world (UK Times Higher Education Ranking) UQ School of Tourism ranked 5 th of all tourism schools in world (research); Strong commitment to international diversity / only School of its type in Go8 University of Queensland: 40,000 students Faculty (BEL): 7,000 students School (Tourism): 750 students
The Role of Universities / Academics Teach, inform and educate (leaders of tomorrow) To gain deep understanding of relevant, critical subject matter (broad vs. narrow) Advance knowledge through scientific enquiry / research Provide consultancy and research services (large – UQ; small – SD) Encourage debate, discussion, thinking
Back to the topic ____________________________________________ Fix the ‘ Attitude Problem’ and Create Great Service
Customer Service – very complex concept – Variations in business types and aims, customer expectations (can change daily)…moods, emotions…. SO COMPLEX!!
1980’s / customer service was quickly becoming ‘the’ margin of competition / World’s top business academics aimed to accurately understand / define and measure ‘service quality’. (Scientific enquiry!) PZB, 1985 - SQ
But WHY? What is the ultimate aim of ‘customer service?
Let’s have a look at a very useful ‘chain’ which helps us understand the links between service and organisational outcomes…
Complexity of Service ____________________________________________
The Service – Profit Chain Internal Service Quality Employee perceptions AND attitudes Employee Retention Employee Productivity External Service Value Customer Satisfaction Customer Loyalty Revenue Growth Profitability
“ Internal Service Quality” - The way an organisation provides service to its employees…. The perception by employees as to the way they are cared for by the organisation.
The way healthy plants need nourishing soil!
Nearly ALL ‘DRIVERS’ of customer satisfaction relate DIRECTLY to employees!
Customers see staff as THE business! (a coffee shop at UQI – what makes me decide to stop in?)
Enter Employee / Organizational Psychology !
It is the area which interested me so much, I did a PhD on the linkages between employee attitudes and their subsequent behaviors. SPC 2008
What is ‘ISQ?’ Why is it important? ____________________________________________
Organisational Psychology ____________________________________________ The application of psychological theory and principles to employees and organizations …focuses on increasing workplace productivity and enhancing worker attitudes – and the links between ATTITUDES and BEHAVIORS . This management discipline focuses on elements of the workplace which impact attitudes which in turn impact behaviors! Any gardeners out there?
Old ‘buzz’ words – Employee ‘satisfaction’, ‘commitment’, ‘Citizenship Behavior’….
Today we know the STRONGEST LINK between employee attitudes and customer service is about ENGAGEMENT (customer and employee) MANAGE YOUR HUMAN SIgMA HBR.pdf
Employee Engagement – When your employees are ENERGIZED, passionate, committed to excellence AND committed to organizational goals (emotion!)
Satisfied is CONTENTED . Engaged is ABSORBED ! (think about a Kerry supporter vs. an Obama supporter?!)
So – one of the major keys to Great Customer Service lies rather scientifically within the attitudes of your employees toward YOU, and your BUSINESS
The hottest topic… ____________________________________________
The WRONG attitude toward Customer Service!! I just don’t get the time to spend; and frankly I can’t be bothered! I know it could be better, but I don’t know exactly what to do Service is not that important: quality of food, location and comfort are more important! We don’t need to give clear direction as to our service expectations… We don’t use any kind of objective customer feedback All we need to do is hire nice people - good seeds will grow by themselves! These responses fly right in the face of all of the evidence – including best practice organisations – about what the EMPLOYER attitude should be about customer service and service training!