Intro To Service Culture Characteristics PDF

SMSVCCU- SERVICE CULTURE SERVICE CULTURE  SMSVCCU- INTRODUCTION SERVICE CULTURE Learning Objectives After studying this module, you should be able to: 1. Discuss the definitio...

SMSVCCU- SERVICE CULTURE SERVICE CULTURE  SMSVCCU- INTRODUCTION SERVICE CULTURE Learning Objectives After studying this module, you should be able to: 1. Discuss the definition and importance of Service Culture. 2. Enumerate the Characteristics of a healthy service Culture. 3. Explore the elements of Service Culture  SMSVCCU- SERVICE CULTURE Service Culture A collective mindset, behaviors, and values that prioritize exceptional service delivery. Embedded in operations, decision-making, and interactions. Focuses on both internal (employees, teams) and external customers (clients, stakeholders).  SMSVCCU- SERVICE CULTURE Motivate Employees Customer-centric approach  SMSVCCU- Developing Service Culture SERVICE CULTURE TIME CONSISTENCY ATTITUDE HOSPITALITY HUMILITY Willing to learn & unlearn Willing to be corrected Open-minded Friendliness & Helpfulness Welcoming critism  SMSVCCU- Key Element of Service Culture SERVICE CULTURE 1. Customer Focus Understanding customer needs. Exceeding expectations. 2. Empowered Employees Providing tools, training, and autonomy. 3. Clear Vision and Values Shared mission emphasizing service excellence. 4. Consistent Communication Open communication to reinforce service importance.  SMSVCCU- Key Element of Service Culture SERVICE CULTURE 5. Accountability High service standards maintained by employees. 6. Recognition and Reward Acknowledging exemplary service behavior. 7. Continuous Improvement Regular feedback and adaptation to improve quality. Why we need to build a Strong Service Culture SMSVCCU- SERVICE CULTURE Drives business Increases growth through Enhance Build customer employee repeat organization’s loyalty satisfaction and customers and reputation engagement. positive referrals. Characteristics of a Healthy Service Culture SMSVCCU- SERVICE CULTURE Respect Empowerment Ritualism Common Language Friendliness Get your team Celebrations Continuous Feedback Shared Responsibility onboard  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Respect Starts with leadership behavior and influences team performance. Owed Respect: Basic human civility (e.g., listening, eye contact, treating everyone equally). Earned Respect: Recognizing achievements, trusting key tasks, and valuing opposing views.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Empowerment Giving employees freedom to make educated judgments. Onboarding with right trainings and Onboarding Seminars Builds confidence, trust, and problem-solving skills.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Ritualism Create habits that set customer expectations (e.g., warm greetings, positive closures). Adopt a “Yes” mindset to foster a proactive culture. Weekly team meetings and one-on-ones for alignment.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Common Language Positive and empathetic responses create authentic connections. Focus on what can be done, avoiding negativity. Example: Offering alternatives when a product is unavailable.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Friendliness Core principle of good customer service. Simple gestures like smiling, eye contact, and warm interactions. Builds customer trust and enhances satisfaction.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Celebrations Acknowledge and reward achievements (e.g., five-star reviews, meeting goals). Gratitude fosters happiness and hard work. Reduces turnover by making employees feel valued.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Continuous Feedback Collect feedback from customers to identify improvement areas. Transparent communication with employees builds trust. Use direct feedback to refine service strategies.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Shared Responsibility Avoid “not my job” attitudes. Encourage collaboration to share workloads. Methods like all-hands support foster understanding of customer challenges.  SMSVCCU- Key Characteristics of a Healthy Service Culture SERVICE CULTURE Characteristics Get your team onboard Hire socially adept, full-time employees for stronger loyalty. Leadership sets an example for desired culture. Offer rewards and give employees a voice to encourage buy-in.  SMSVCCU- SERVICE CULTURE THANK YOU!