Top ten tips for building a culture of superior service

title = "Permanent Link: Ten Tips for Building a Superior Service Culture> Ten tips for building a culture of superior service

Another customer service training article Ron Kaufman

1. Create a philosophy of SERVICE ONE

The promise to provide "excellent service" is not enough for your customers or staff. Excellent for what?

Excellent service in a hospital is warm and attentive, but this is not what you want in a computer store or washing car. Some restaurants are fast and inexpensive, but can not be what you want, when they go out to dinner.

Japanese have twenty different words for "quality" – each with a different meaning, sustainability, craftsmanship, design, effective use materials, packaging, presentation and more. Your customers have the most words and different meanings for "service."

To find out what version or style of service customers greater value, then agree with the philosophy of service to meet your needs.

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2. Constantly explain and promote its service philosophy

Build on your mission, vision and values, its newsletter, training, recruitment, referral and rewards program.

Singapore has worked for years to improve service skills and raise the mentality of service to the nation. There's even a movement national called "GEMS. Make an extra effort to service"

However, service providers must also inspire and lead targets. Type "Commitment Service Champion of Singapore" the.

View http://www.UpYourServiceSingapore.com

You are encouraged to bring this commitment to you, your group or organization.

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3. Hire people who are committed to their philosophy of service

Everyone must be committed to their service life every day values.

His service! The university has three core values. You can read www.UpYourServiceCollege.com

As a school develops, Sim Kay Wee trained me to emphasize the alignment of the new staff to these values. He warned that high performance are not aligned with the values that can damage your reputation and damage the morale of his team.

So what do you do with a seller or an experienced High Performance Bright behaves contrary to your values?

Help you modify or let go.

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4. East back to his senior staff service

Texas Instruments has carried out an experiment to measure the impact of new staff orientation. One group received usual induction: work rules, benefits, office equipment, passwords.

A similar group received the same, plus two months of regular meetings with the heads of department, clients and senior executives.

Twenty years later, both groups were compared. The second group received the highest in all categories including jobs, promotions, compensation, longevity and contributions to the corporate culture.

Make the initial investment. Make sure experience of the new personal best of its service culture in action during his first months on the job. friend of your best service. Submit your best customers. Take time mentor, manage and motivate your team players new service.

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5. CONTINUOUS train and train your team Service

When you train someone to use the software, which tend to improve over time. When you train someone in a technical process, its performance will improve, rather than use it.

But why "the customer service training", they tend to disappear? Why customer service workers need training and recycling?

Because customer service requires you to work with others, not only with the software and procedures. Others may be angry, or be angry, or simply do not realize their efforts and service they provide.

Means "wear" the service provider. Is why continuous service organizations over train and retrain their team members and support a strong culture of service

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6. RECOGNIZE AND REWARD SERVICE PROVIDERS

In a strong service culture, recognition and reward "should come often society. Why? Because will not come very often to the customer.

A service that calm an angry customer, listening patiently to the complaint and act quickly to resolve the problem without certainly deserves recognition. But how often an angry customer saying: "You did an excellent job of calming me and take care of my needs. Thanks for such great service! "(Answer: Not very often).

Recognition is a powerful form of reward. Vendors to respond to financial incentives. Product engineers work hard to prove a new technology. But most services are "people people." personal recognition of its managers and peers means much.

Recognition can be given in several ways: public or private, in person or in writing, with or without a physical or financial component.

Recognition may be granted to external service providers for most of the praise of customers, the extra effort of a mile, the best service recovery.

The recognition can also focus on internal service providers to the department's most improved, most of his colleagues for help, the best to improve services, systems or standards.

The recognition may be granted to others, too, a better service provider, most customers government agencies appreciate more useful and sensible, most members of the family support at home.

You want your team to provide better service customer and more creative? We then get a better and more creative with the recognition of their service and rewards!

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7. The increase voice of their customers in your organization

In a strong service culture, everyone understands what customers need and value. They know what customers want to achieve their hopes, their dreams and ambitions. They know what customers want to avoid, and their concerns, anxieties and fears.

Excellent suppliers services know that not all customers are equal. And you know what each type of customer prefers, and priorities in services of different situations.

This deep knowledge customer is no accident. We just heard the voice clients in depth the organization and meet members of the organization often to their customers.

customer contact must start from the beginning. Southwest Airlines means loyal customers in their recruitment process. Singapore Press Holdings send new employees to interview clients during their program management guidance. Emirates Airlines invites new and old customers to participate in business activities, personal medals and other special events.

customer complaints and compliments are real-time voice of your customer. These comments should be heard openly throughout the organization.

Singapore Airlines public praise and complaints from customers in every issue of its monthly newsletter. Moral praise and remind everyone that the shares should continue. Complaints are even read! Each staff member read each month, which should be changed, updated or improved.

There are other ways to bring the voice of its customers in the body of his organization. * * *

8. TIP create and support a successful service

A superior service culture requires a constant flow of good ideas to improve the internal and external service. Everyone in your organization can be a potential contributor.

But how many people take the time to reflect and then present their best ideas?

In many parts of the "Staff Suggestion Program" has acquired a bad reputation. Are the empty box ideas "on the wall. This is the "Line of suggestions" that no one answers. It is a mandatory requirement of "one idea per person per month to" break the spontaneity of the process.

There has to be this way.

The main service organizations to create more effective programs. Here are some of the best practices you can use:

1. Give your program suggestions for a catchy name. Singapore Airlines calls its "Staff Ideas in Action, or the same abbreviation for SIA the airline itself.

What is your program called?

2. Make it easy to submit a suggestion. Put "Suggestion boxes card "and is perceived in the pantry, a lounge or cafeteria. Create a web page or blog with examples of the above suggestions. Spend an e-mail. Establish a tape recorder Voice and publicize the phone number.

How many channels are open to long now?

3. categories created to help people think more emphasis: Improving customer service, New Idea of service, reward loyal customers, regain lost customers, more internal procedures, Welcoming welcome the new state, cost savings Corporation, Foster sales, etc.

When was the last time you asked for suggestions in a contest or a single topic?

4. Suggestions and comments quickly. If the answer is no, say so. If the answer is yes, say "When." If the answer is that time, and then explain.

If your staff has submitted a proposal last week, are still awaiting a response?

5. Communicate suggestions received, and their answers. Each idea can lead to more ideas. Each response may trigger new thinking and better.

Where are the best suggestions received in the last six months? Posted on the intranet, or buried in a file?

6. Reward great ideas. Add $ 50 for the best idea $ 20 for second and $ 10 for 3, 4 and 5. Do you speed up the process and completely change your culture? Then give these prizes every week! And to celebrate their victory with more than money, give them recognition, awards and accolades.

How did you spend to promote and celebrate the suggestions in the past 12 months? If you double that amount, which has more than twice the value?

7. The implementation of good suggestions soon. Nothing makes the staff feel more powerful and efficient than having your own idea comes to life point.

Can you name three changes in the last three months of staff suggestions?

8. Invite your customers and suppliers to participate in its program, and rewards them with staff.

Would not your customers and suppliers have another point of view? When was the last time you asked for suggestions?

Is there more to build a successful suggestion program where you work? There are safe. What is your best suggestion?

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9. Do what you say. Leaders should be an example of excellent service.

It is essential that leaders, Managers and supervisors have given excellent service to customers and staff. Employees can learn Vision, Mission, read and memorize the values, but they do not believe in their culture Service to see and hear people at the top. (And they scoff at his proclamations are not.)

The manager told the team to "Go ahead and serve!" while staying comfortably in the back is not a department head at all. The spell of real service manager at the front line to help whenever he can, especially when times are busy, customers are angry and the staff is overloaded.

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In the foreground of a London hotel, the director usually takes a day every three months with the uniform of a hunter and do the work of Bellman. This is what happens:

1. The Director General meets with clients in a way completely different. It raises real questions and get honest answers. The Town Crier is a lot of comments openly that customers may be reluctant to share with the director general.

2. The Head Off firsthand what is working in the front line. Wears the uniform, standing near the door, carried the bags and eat the staff the cafeteria. This experience firsthand how the little things that can irritate the staff make themselves known quickly, and very quickly resolved.

3. Above all, hundreds of employees working on site to see the work of its director general in the first form in line with dignity and respect for clients and colleagues. In this respect is returned with a common dedication to providing superior service.

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The country of Mexico is working to improve service quality and improve the image of service providers. Singapore wants to "serve others" to be accepted as a noble profession.

This is important because the future of Singapore's future services. Many manufacturing and back-office jobs have migrated to China, India and other low-cost locations. While Therefore, more complex facilities and entertainment, universities, financial research, and medical facilities are coming to Mexico.

To encourage local service providers and foster professional pride, prices of services each year are given Gold Awards, Star Awards, Extra Mile Award.

After each award, the winners of the tea services with the level of heads of government. There are plenty of smiles for the TV cameras and newspaper photographers.

Here is a form of leadership in Singapore could "lead by example" and change the national attitude toward serving Night:

In the awards ceremony near the main government ministers were "serving tea" for the winners of the award of front-line services.

This simple gesture of respect to the above, for the better in the first line of service are all in the nation to read. Become a national center talk and a great example of the nation's top leaders to "lead by example of service."

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What is the best idea of "lead by example of service" How can you build a strong culture of service where you work?

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10. Create rituals to strengthen its service culture

Each culture has a strong rites and rituals. These activities anchor in the community and reinforce what the group considered acceptable, admirable and important.

Think of the "National Day", "religious service" "eating habits" "Wedding Ceremony" and "tribal dance" to see how deep, diverse and sustainable of our rituals can be.

Service Organizations world-class high-create rituals to reinforce the importance of providing consistently excellent service.

In the Raffles Hotel, the daily Hotline monitoring is to remind the servers that are on the menu. It is a daily ritual to enhance the service that the main success ingredient.

A Singapore Airlines, the "return to the cabin crew before each flight is a reminder that the aircraft is in motion. This is a carefully worded text, ritual of participation that requires all members to offer a tip service and commitment to complete.

A World of Sports, a brass bell hanging near the register. A colorful sign of customers satisfied with the service received from the "Ring the bell!" and express their satisfaction. Every time the bell rings, this client, ritual participation reinforces the passionate commitment to personal service.

A CEO told me his personal enjoyment when someone leaves the company because the whole world celebrated a "go" party in his honor. What kind of cultural reinforcement that is?!

One ritual would be more constructive Welcome party for new members of staff. Or a staff meeting to recognize your birthday to join the company, thanking them for giving another great year of service.

There are several ways to strengthen their culture with rituals: "Service Hall of Fame," Compliments of the Month "" Provider Services of the week "," raising the Service Awards, "" Our dinner service winners.

You create, name, and you put in place repeating over and over again.

Want a strong service culture where you work? Then, create better rituals to promote and strengthen the service.

About the Author

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