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What does the term “Creating a Culture of Service Excellence” mean? |
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This is a term that is very loosely used. However, it simply means to create a work environment where the following attributes exist and are woven into every aspect of the organization: trust, teamwork, high value on employee empowerment, uncompromising consistency in products and service, high value on customer loyalty, intense emphasis on quality, and focus on proper problem resolution to create a win-win for the customer and the company.
Creating a culture of service excellence means that all of these attributes or common behaviors exist within your organization everyday, and that your employees see continuous improvement in these areas as a means to sustain this culture. The by-product of creating and sustaining a culture of service excellence are: superior products and services that are world-renowned benchmarks, 100% employee engagement, greater leadership effectiveness, fewer customer problems and defects (internal and external), elevated levels of customer loyalty, and ultimately increased revenue and profits.
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Service Tips
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Progressive disciplinary action should be used not as punishment, but to correct behavior contrary to the company’s standards. |
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