The document discusses elements that contribute to a positive service culture. It defines a service culture as an environment made up of various factors, including values, beliefs, norms, rituals and practices of a group or organization. It lists key elements of a service culture as service philosophy or mission, employee roles and expectations, delivery systems, policies and procedures, products and services, management support, motivators and rewards, and training. It also discusses establishing a service strategy, promoting a positive service culture, and what customers want from a service experience.

1. 2 1 Explain the elements of a service culture. Define a service strategy. Recognize customer-friendly systems. The Profession Contributing to the Service Culture Learning Objectives McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

2. Contributing to the Service Culture Implement strategies for promoting a positive service culture. Separate average companies from exceptional companies. Identify what customers want.

3. 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.

4. 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.

5. 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)

6. Elements of a Service Culture , continued Products and services Management support Motivators and rewards Training

7. Employee Performance Measures RUMBA R ealistic U nderstandable M easurable B elievable A ttainable

8. 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.

9. Establishing a Service Strategy A Service Strategy A 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?

10. System Components Customer-Friendly Systems Components Advertising Complaint resolution Delivery systems

11. 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.

12. 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.

13. 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.

14. Separating Average Companies from Excellent Companies Ask questions to determine the service environment.

15. What Customers Want Common customer service wants and expectations : Personal recognition Courtesy Timely service Professionalism

16. What Customers Want , continued Enthusiastic service Empathy Patience Customers also expect effective, efficient service and value for their money.