2 1 <ul><li>Explain the elements of a service culture. </li></ul><ul><li>Define a service strategy.  </li></ul><ul><li>Rec...
Contributing to the Service Culture <ul><li>Implement strategies for promoting a positive service culture.  </li></ul><ul>...
Contributing to the Service Culture <ul><li>Review the chapter Quote and tie it  to the Chapter content </li></ul><ul><li>...
What does Service Culture Mean ? <ul><li>Service Culture Defined </li></ul><ul><li>A service environment made up of variou...
Elements of a Service Culture <ul><li>Review Figure 2.3, page 34 </li></ul><ul><li>Service philosophy or mission </li></ul...
Elements of a Service Culture , continued <ul><li>Products and services </li></ul><ul><li>Management support </li></ul><ul...
Employee Performance Measures <ul><li>RUMBA </li></ul><ul><li>R ealistic </li></ul><ul><li>U nderstandable </li></ul><ul><...
What is Empowerment ? <ul><li>Empowerment is the word used to describe  the giving of decision-making and problem-resoluti...
Establishing a Service Strategy <ul><li>A Service Strategy </li></ul><ul><li>A service provider helps determine approaches...
System Components <ul><li>Customer-Friendly Systems Components </li></ul><ul><li>Advertising </li></ul><ul><li>Complaint r...
Strategies for Promoting a Positive Service Culture <ul><li>Explore your organization’s vision. </li></ul><ul><li>Help com...
Promoting a Positive Service Culture <ul><li>Strategies for Promoting Positive Service Culture </li></ul><ul><li>(continue...
Promoting a Positive Service Culture <ul><li>Strategies for Promoting a Positive Service Culture </li></ul><ul><li>Continu...
Separating Average Companies from Excellent Companies <ul><li>Ask questions to determine the  service environment. </li></ul>
What Customers Want <ul><li>Common customer service wants and expectations : </li></ul><ul><li>Personal recognition </li><...
What Customers Want , continued <ul><li>Enthusiastic service </li></ul><ul><li>Empathy </li></ul><ul><li>Patience </li></u...
Upcoming SlideShare
Loading in …5
×

CustomerServiceChap2

2,086 views

Published on

Published in: Education
0 Comments
3 Likes
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
2,086
On SlideShare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
34
Comments
0
Likes
3
Embeds 0
No embeds

No notes for slide

CustomerServiceChap2

  1. 1. 2 1 <ul><li>Explain the elements of a service culture. </li></ul><ul><li>Define a service strategy. </li></ul><ul><li>Recognize customer-friendly systems. </li></ul>The Profession Contributing to the Service Culture Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.
  2. 2. Contributing to the Service Culture <ul><li>Implement strategies for promoting a positive service culture. </li></ul><ul><li>Separate average companies from exceptional companies. </li></ul><ul><li>Identify what customers want. </li></ul>
  3. 3. Contributing to the Service Culture <ul><li>Review the chapter Quote and tie it to the Chapter content </li></ul><ul><li>Discuss In the Real World – Health Care </li></ul><ul><li>Complete the Quick Preview </li></ul><ul><li>Define service culture </li></ul><ul><li>Discuss the elements of a service culture. </li></ul>
  4. 4. What does Service Culture Mean ? <ul><li>Service Culture Defined </li></ul><ul><li>A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization. </li></ul>
  5. 5. Elements of a Service Culture <ul><li>Review Figure 2.3, page 34 </li></ul><ul><li>Service philosophy or mission </li></ul><ul><li>Employee roles and expectations </li></ul><ul><li>Delivery systems </li></ul><ul><li>Policies and procedures </li></ul><ul><li>(continued on Slide 6) </li></ul>
  6. 6. Elements of a Service Culture , continued <ul><li>Products and services </li></ul><ul><li>Management support </li></ul><ul><li>Motivators and rewards </li></ul><ul><li>Training </li></ul>
  7. 7. Employee Performance Measures <ul><li>RUMBA </li></ul><ul><li>R ealistic </li></ul><ul><li>U nderstandable </li></ul><ul><li>M easurable </li></ul><ul><li>B elievable </li></ul><ul><li>A ttainable </li></ul>
  8. 8. What is Empowerment ? <ul><li>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. </li></ul>
  9. 9. Establishing a Service Strategy <ul><li>A Service Strategy </li></ul><ul><li>A service provider helps determine approaches for service success. </li></ul><ul><li>The best way to create a service culture is to get everyone in the organization involved in planning and brainstorming. </li></ul><ul><li>How do you think ideas can be shared most effectively? </li></ul>
  10. 10. System Components <ul><li>Customer-Friendly Systems Components </li></ul><ul><li>Advertising </li></ul><ul><li>Complaint resolution </li></ul><ul><li>Delivery systems </li></ul>
  11. 11. Strategies for Promoting a Positive Service Culture <ul><li>Explore your organization’s vision. </li></ul><ul><li>Help communicate the culture and vision to customers—daily. </li></ul><ul><li>Demonstrate ethical behavior. </li></ul><ul><li>Identify and improve your service skills. </li></ul>
  12. 12. Promoting a Positive Service Culture <ul><li>Strategies for Promoting Positive Service Culture </li></ul><ul><li>(continued) </li></ul><ul><li>Become an expert on your organization. </li></ul><ul><li>Demonstrate commitment. </li></ul><ul><li>Partner with customers. </li></ul><ul><li>Work with your customer’s interest in mind. </li></ul>
  13. 13. Promoting a Positive Service Culture <ul><li>Strategies for Promoting a Positive Service Culture </li></ul><ul><li>Continued </li></ul><ul><li>Treat vendors and suppliers as customers. </li></ul><ul><li>Share resources. </li></ul><ul><li>Work with, not against, your customers. </li></ul><ul><li>Provide service follow-up. </li></ul>
  14. 14. Separating Average Companies from Excellent Companies <ul><li>Ask questions to determine the service environment. </li></ul>
  15. 15. What Customers Want <ul><li>Common customer service wants and expectations : </li></ul><ul><li>Personal recognition </li></ul><ul><li>Courtesy </li></ul><ul><li>Timely service </li></ul><ul><li>Professionalism </li></ul>
  16. 16. What Customers Want , continued <ul><li>Enthusiastic service </li></ul><ul><li>Empathy </li></ul><ul><li>Patience </li></ul><ul><li>Customers also expect effective, efficient service and value for their money. </li></ul>

×