12 Building Blocks of Service Culture
Building Block One: Common Service Language
Understood and frequently used by service providers at all levels and in all parts of the organization, a common service language enables clear communication and supports the delivery of superior internal and external service
Building Block Two: Engaging Service Vision
Widely embraced and believed, an engaging service vision energizes everyone in the organization. Each person knows how the vision applies to their work and what action to take to make the vision real.
Building Block Three: Service Staff Recruitment
Effective recruitment strategies and tactics attract people who support your organization’s vision, and keep out those who may be technically qualified but not aligned with the service spirit and purpose of the organization.
Building Block Four: New Staff Orientation
Your service orientation for new staff members is motivating, encouraging and effective. Do new team members feel welcome and inspired to contribute to your service culture?
Building Block Five: Service Communications
Service communications inform, educate and motivate the entire organization. Creative communication channels surround everyone with relevant service information, timely customer feedback, uplifting success stories, and current challenges and objectives.
Building Block Six: Service Recognition and Rewards
Recognition and rewards motivate your team to celebrate service improvements. Incentives, acknowledgement, prizes, promotions and praise all focus attention and encourage greater service results.
Building Block Seven: Voice of the Customer
Effective customer contact and feedback systems capture current comments, compliments and complaints. This vital voice of the customer is anticipated and appreciated by every service provider in your organization.
Building Block Eight: Service Measures and Metrics
Measuring what matters focuses attention and leads to positive results in many areas: market share, profitability, reputation, customer loyalty and satisfaction, employee engagement and performance improvement. Do you understand the measurements to use and pitfalls to avoid?
Building Block Nine: Service Improvement Process
Continuous service improvement can be everyone’s ongoing project and passion. Engage your team members with workshops, initiatives, contests and suggestion programs that educate, motivate and empower.
Building Block Ten: Service Recovery and Guarantees
When things go wrong, bounce back! Effective service recovery and guarantees will turn upset customers into loyal advocates and team members into true believers.
Building Block Eleven: Service Benchmarking
Discover and apply best practices of leading organizations inside and outside your industry. Service benchmarking reveals what others do to improve their service, and points to new ways you can upgrade yours.
Building Block Twelve: Service Role Modeling
Everyone is watching. Everyone is a service role model. Do your leaders, managers and front line staff consistently provide superior service to customers and to each other?