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Service Culture
Golf shoes, Golf bag, tees….
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Service Culture
“Every Business should find its meaning and purpose within the context of its relationship to the customer.”
©2012 ADB Airfield Solutions, LLC. All Rights Reserved
Airfield. Our Field.
11/16/2012
Building a True Service Culture Across
Your Entire Service Organization
Presentation Title TrebuchetBold 20pt
09/29/2012
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Service Culture
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Service Culture
Sao Paulo, Brazil
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Service Culture
Building a True Service Culture Across Your Entire Service Organization.
1. It is in the company’s DNA!
2. It is incorporated in the “branding”!
3. It is often promoted and celebrated!
4. It is deliberate and Intentional!
5. The team has the vision, attitude, performance!
“They respond no different on “bad days?”
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Service Culture
What is Organizational Culture?
Organizational culture is the collective behavior of humans that are
part of an organization, it is formed by the organization values,
visions, norms, working language, systems, and symbols, it includes
beliefs and habits.
DNA!
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Service Culture
What is a Service Culture DNA?
A Service Culture has a strong emphasis on “Other Service, versus
Self Service.” “Service Culture” is “a shared purpose where everyone
is focused on creating value for others inside and outside the
organization.”
Is it in your company’s DNA?
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Service Culture
2) Is it incorporated in the “branding”?
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Service Culture
Airfield. Our Field.
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Service Culture
3) It is often promoted and celebrated!
“Tell me and I will hear you, involve me and I will understand.”
• Beyond Customer Service — An Opportunity to Make A Difference • Speak in terms of “we” in your meetings, versus “they.” • Promote free thinking versus people operating on autopilot. * • Arm your employees with customer insights Your employees can really benefit from seeing the results of your customer satisfaction surveys.
Zappos
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09/29/2012
Service Culture
4) It is deliberate and Intentional!
People may find it hard to follow “passion”, but they will follow efforts.
• Training on hard and soft skills required
• Customer Satisfaction measures. Team and Individual
• Look at your tools and processes? Are your procedures or policies creating counter measures?
• Your “Welcome” mat
• Easy Access: Customer communications – both directions.
• Know Thy Customer – Tools that allow support engineers to have exact customer configurations and history of services.
• Capacity and Utilization – Correct seating on the bus?
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Service Culture
5) The team has the Vision, Attitude, Performance!
• Empower - Allow individuals the opportunity to “delight” the customer.
• Appoint a core team of promoters, coaches, cheerleaders within troubled groups.
• Embrace and drive positive change as needed down to the individual level
• Be Creative – Using Technology, Contest and Rewards.
• Pursue continuous growth throughout the ENTIRE organization – Customer Service is not just a department, it is a mindset.
• Leadership, be passionate , determined and consistent.
• At all levels, listen to your customer…. then act!
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Service Culture
Suggested Reading Material:
• Delivering Happiness – Tony Hsieh
• Tribal Leadership – Dave Logan, John King, Halle Wright
• Wired to Care – Dev Patnaik
• Good to Great – Jim Collins
• The Art of Influence – Chris Widener
• 1001 Ways to Reward Employees – Bob Nelson
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Service Culture
….. a final story
Mike
©2012 ADB Airfield Solutions, LLC. All Rights Reserved
Airfield. Our Field.
11/16/2012
Discussions & Questions