A recent article in Businessweek caught my eye. Titled “Most-hated airline is also the most profitable”, the author states, “…the low-cost model rightly treats airfare as a utility. There really does not need to be a service component attached to consuming airfare.”
I believe this point of view incorrect. There IS a service component in airfare…and in every other form of service or product delivered throughout the world.
Let’s explore this together.
NIIT Technologies is an Indian-based company that is using the UP! Your Service methodology to improve customer experience and build a service culture where new ideas deliver more value.
A new group of NIIT Certified Course Leaders recently explained that their leadership training focuses on empathy, not compassion. “What is the difference between empathy and compassion”, they asked. “And which should we apply?”
Good Course Leaders know the importance of preparation. Good Course Leaders also know the importance of the application – linking the learning to action, and the action to business impact.
Good Course Leaders take pride in high feedback scores and evaluations. And good Course Leaders also take time, regularly, for self-reflection and “in the mirror” evaluation.
You may be very skillful on your own, but your company’s culture-building program will only be successful if you connect and thrive as a TEAM.
Here are 9 quick questions to ask to improve the internal service you provide. These questions are so effective you can use them today and see valuable results tomorrow. In a world filled with online surveys and lengthy questionnaires, this simple questioning process can produce both great ideas and motivate employees in less than 30 minutes.
Service is no longer a “nice to have”. It has become an absolute commercial necessity. In the past, giving good service was a merely a hygiene factor, something you must provide to avoid getting complaints and to keep the customers you’ve already got.
2014 will bring changes, opportunities and dangers for your business. Industries are collapsing, careers are converging, and work is migrating or disappearing altogether. Each of us must orient ourselves in a world of constant disorientation, and find new ways to create value and provide service to others. Make the right choices and next year will be your best year yet. Make these 5 mistakes and things will be more difficult for your business and your life.
What if our measure of success was not just doing our job and getting things done, but working right through the person we are serving now to touch the very next person they meet?
Surely this is a bigger task than is written in your job description. And it’s not likely to be captured in your KPIs or your bonus plan. Then, if it’s not mandatory or measured, why put in this extra effort? Why should you care about the next person your customer or colleague sees, or says hello to, or serves? The answer to this question is simple: at some point, the next person down the line is YOU.
No one has a perfect record when it comes to delivering service. You will have unhappy customers, and you will receive complaints. With social networking, viral videos, and bad news traveling fast, one angry customer can leave a lasting stain on your reputation. Your recovery policy and practices should be ready.
1. Get senior management support. Unlike routine aspects of business, service recovery requires acknowledging mistakes and doing whatever it takes to recover. This often means going outside normal procedures, deliberately bending the rules, and possibly spending money in the process. Therefore, this building block needs understanding and encouragement from the top.
It’s true: no one ever hung a suggestion box hoping it would be ignored. But rarely will a mere suggestion box attract a healthy flow of good ideas.
Now imagine a staff suggestion program that captures attention with a different service challenge and a different form of recognition every month:
January: Submit your best ideas for welcoming our new customers. Winners celebrate with dinner for two at a fancy restaurant.
There is a time-tested maxim: what you think about expands in life, and what you focus on becomes clearer. What you see and say repeatedly will shape the way you live today and who you will become tomorrow.
You can apply this principle when recruiting new team members by following these four steps to hire the right talent for your service culture. Start by making it easy for candidates to consistently see, hear, and understand what your organization thinks about service.
Those who align with your vision and values will be drawn closer and want to learn more about your spirit and purpose. Those who think, feel, or believe differently won’t be attracted, and will naturally select themselves out. Both are positive outcomes for your culture and your future.