Jyothi Dumbala's presentation discusses the importance of service ethos for Handiman Services Limited. It outlines several key principles of service ethos, including focusing on solving customer problems rather than just answering requests, being a custodian of customer interests, having a high speed of response, and recognizing that the customer is never wrong. The presentation emphasizes that service is about understanding customer needs in order to effectively solve their problems, and that service failures present opportunities to strengthen customer loyalty through excellent service recovery.

1. Presentation by: Jyothi Dumbala
Handiman
Service Ethos
Presented by Jyothi Dumbala
Date: 22.03.2017

2. Presentation by: Jyothi Dumbala
• Our Service ethos is the characteristic spirit of
a culture or community
– We focus on the Customer rather than Self
– Person dependence  System dependence
– Reactive  Proactive
– Servant stature  Respectable Business partner

3. Presentation by: Jyothi Dumbala
Introduction
• It is committed to providing the best service to the best of our
ability
• Serving is about solving
– Understanding problem, essential for effective solution
– Understanding Customer, Need – gap, Pain points
Handiman Services Limited 3

4. Presentation by: Jyothi Dumbala
Why it is so Important
• They guide our decision making in everything that we
do…
• Talking often about customer service will impress its
importance on the minds of your employees.
• Service Ethos sets you apart from your competitors.
Handiman Services Limited 4

5. Presentation by: Jyothi Dumbala
List of Principles
• Service is a cause not a job.
• Service is about solving, not answering
• Custodian of customer interest
• High Speed of response
• Customer is never wrong
• Closure of issue resolution needs to be certified only
by the customer
• Service failure is an opportunity to strengthen
customer loyalty via “Service Recovery”

6. Presentation by: Jyothi Dumbala
• Service is a cause not a job
– Service Delivery is the Core function of our Business – the
Heart of our Organisation
– Creating an Outstanding Service Organisation
– We focus on the Customer rather than Self
– We should be Care taker not just better service provider
Principles

7. Presentation by: Jyothi Dumbala
• Service is about solving, not answering
– Interaction with customer we haven’t solved something,
the service is incomplete.
– We must address underlying pain in customer mind.
– Offering peace of mind is our product and not just physical
service delivery.
Principles

8. Presentation by: Jyothi Dumbala
• Custodian of customer interest
– We work for and represent interest of customer;
Handiman only pays salary as long as we are accountable
to customer
– Take the law in your hand , if that is in your customer’s
interest
– Differentiate between customer interest, customer request
– Saying ‘Yes’ may not necessarily be in customer interest
Principles

9. Presentation by: Jyothi Dumbala
• High Speed of response
– Speed of response or being prompt is required in service
– Extremely important in service industry. Work delivery to
be on or before time. If anything can be done in 2nd
minutes do not take the 3rd minute
– Half of the problems get solved by being responsive
– Premium on Speed of response, Responsiveness
Principles

10. Presentation by: Jyothi Dumbala
• Customer is never wrong
– Customer does not terminate service , we give reason to it
– It does not matter whether Fruit falls on Knife or vice
versa; result is same
Principles

11. Presentation by: Jyothi Dumbala
• Closure of issue resolution needs to be certified only
by the customer
Principles

12. Presentation by: Jyothi Dumbala
• Service failure is an opportunity to strengthen
customer loyalty via “Service Recovery”
Principles

13. Presentation by: Jyothi Dumbala
Understanding
Customer
• Service is solving – Understanding essential for solving
• Who should know
– Sales, Service, C Care …. MD, almost EVERYBODY
– How much we know about customer, as an Organisation
• What should we know – How should we know
– Needs, Gaps, Problems, Pains , History
– Customer data sheet, Customer Card
– Verbal, Non verbal cues

14. Presentation by: Jyothi Dumbala
– Anything we do will be with 100 percent involvement, No
work is below us and no work is beyond us.
– Our passion for our cause will be visible in our approach to
work and in our behavior
– We will be passionate to drive excellence through, words
and deeds.
Passion and involvement

15. Presentation by: Jyothi Dumbala
Thank You