Service culture is the same for every organization.
Chapter 002 Contributing to the Service CultureStudent: ___________________________________________________________________________1.Service culture is the same for every organization.True False Show
2.Typical elements of a service culture are management, supervisors/leaders, front-line providers andcustomers. Get answer to your question and much more 3.Successful companies have senior management at the top and customers at the bottom of the organizationhierarchy. Get answer to your question and much more 4.It is cheaper to get new customers than to keep the old ones. Get answer to your question and much more 5.In the past, a company's response to try and hold customers was to make changes to its product andservice lines.True False 6.A company's mission is generally driven from top to bottom of the organization. Get answer to your question and much more 7.The way an organization delivers its products and services is through the human resourcesdepartment. Get answer to your question and much more 8.RUMBA is a dance performed by management and workers. Get answer to your question and much more 9.A service provider helps determine approaches for service success.True False 10.A Website that is hard to navigate or that takes a long time to load will be accepted by customers, since itshows that the company is very technically savvy. Get answer to your question and much more 11.The two types of delivery systems are direct and indirect contact. Get answer to your question and much more 12.Companies can save money by reducing health benefits or retirement payments. Get answer to your question and much more 13.Ethical behavior is based on values of the society, organization and employees.True False 14.You can get a good idea of the existing type of services environment by asking if employees are providedguidelines and empowered to do whatever is necessary to satisfy the customer. Get answer to your question and much more
15.Customers are concerned about value for their money and/or effective and efficient service. Get answer to your question and much more 16.Any policy, procedure, action or inaction on the part of an organization contributes to the serviceculture. Get answer to your question and much more Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. For proof, compare this 2014 customer promise from Comcast — “We are committed to providing Comcast customers with a consistently superior customer experience” — to this recording from the same year. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs. Every company has a culture, and it isn’t something you can directly build. It develops organically in response to the decisions, behaviors, and policies of the people in the business. Some businesses have a primarily profit-driven culture, and others have a growth-driven culture. Others are design or product led. It’s worth noting that companies with any of these primary cultures can still deliver good customer service experiences. A customer service culture is not about the specifics of individual customer interactions. It shapes the whole attitude of the company, and over time that will lead to different decisions and different long-term outcomes. What does a customer service culture look like?What differentiates a typical company from one that has a strong customer service culture? The difference isn’t always obvious from the outside. A good customer service team can still skillfully help a lot of customers over long periods of time without working in a strong customer service culture. A strong customer service culture is one where:
Strategies for building a customer service cultureGardeners work hard to create the right environment for their plants to grow in by improving the soil, removing pests, and managing light and water. Growing a company culture is similar, except that plants generally don’t get to decide how the garden is designed and can’t get up and leave when they no longer find it enjoyable. You can’t create a company culture outright, but you can work to create an environment that encourages the sort of culture you want to see. That culture-enabling work happens at all levels, from executives to frontline staff, and it happens every day. The words, actions, and habits you repeat and reinforce enable that customer service culture to blossom. Strategies for company executivesBusiness owners and executives have the largest impact on a company’s culture through their ability to shape policy, direction, and financial investment. There are many ways an executive can encourage a strong customer service culture, including the following:
Strategies for customer service leadersCustomer service departments have their own cultures, and the most successful ones will seek to strengthen that culture within the team and spread it to other parts of the business. Start by understanding who you need to influence, then select the appropriate strategy.
Strategies for customer service professionalsThe customer service queue is where a culture of customer service produces the service itself. The daily actions of the customer service team reinforce the culture and deliver it outward in the form of the customer experiences they create. Here are some ways for individual team members to help encourage the right culture:
Maintaining a healthy customer service culture for the long termThis article is about building a strong customer service culture, but the true challenge is to keep it once you have one. Too many companies start out with a deep customer-centric focus but lose it as they grow. A company culture is always changing in response to the shifting priorities, customers, staff, incentives, and focus of the company that hosts it, so it requires ongoing effort and attention. Company leaders must continue to be thoughtful and deliberate about their customer focus. The work is never done, but it is worth the effort. Is service culture the same for every organization?What is a service culture? It is different for each organization. No two organizations operate in the same manner; have the same focus, or provide management that accomplishes the same results.
Do organizations have the same culture?Every organization's culture is different, and it's important to retain what makes your company unique.
What is a service culture in an organization?What is service culture? The basic definition for service culture is an environment where employees are obsessed with providing superior customer service to clients. This means going above and beyond the call of duty to ensure the people paying for your goods and services are delighted.
Why do different Organisations have different cultures?Organizations have different cultures, and their people are often driven by different motivations. Copying another culture won't work unless both companies address identical problems, have a common values structure, and share the same makeup of employees. Every organization should find its own cultural DNA.
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