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Working closely with members of your management team or service steering committee, we will help you take advantage of global best-practices to build and sustain a superior service culture.
Key Objectives:
- Review and evaluate your current service culture building efforts,
- Identify high-impact areas for change and improvement,
- Take action to quickly and effectively improve your service culture, and
- Align and motivate your senior management team to provide full support.
Service Culture Building Activities include:
- Clarifying your service vision
- Revising your staff recruitment process
- Upgrading your staff orientation program
- Improving your internal service communications
- Creating relevant staff suggestion schemes
- Conducting timely recognition and reward programs
- Encouraging senior management service role modeling
- Improving your service improvement suggestion program
- Creating service events, rituals and traditions
- Involving your staff with customer focus groups and surveys
- Leveraging your quality service measurement system
- Improving your handling of customer complaints and compliments
- Updating your service recovery policies and practices
- Launching value-added service guarantees
- Leveraging effective customer loyalty programs
- Making your customers and colleagues "information rich"
- Using "Uplifting Service Awards" to focus on the spirit of service
- Revising your appraisal and performance management systems
- Conducting "Service Teambuilding Workshops" internally
- Conducting "Service Partnership Workshops" with key customers
- Conducting "Service Partnership Workshops" with suppliers
- And other service initiatives to upgrade your service and uplift your service culture
Aligning Training with Service Culture Building Activities
We recommend improving and aligning your culture building activities in coordination with the launch of UP Your Service! College courses and programs.
For example:
In coordination with Program 101: Stepping Up!
- Crystallize and energize your service vision
- Align your recruiting and selecting new service champions
- Upgrade your service orientation program
- Improve internal service communications
- Encourage senior management service role modeling
In coordination with Program 102: Perception Points
- Launch or improve your service improvement suggestion program
- Update your service recognition and rewards
- Create and update your service events, rituals and traditions
In coordination with Program 103: The Big Picture
- Involve your staff with customer focus groups and surveys
- Leverage your quality service measurement system
- Improve your handling of customer complaints and compliments
- Review, update or create effective customer loyalty programs
In coordination with Program 104: Uplifting Service Champions
- Enhance educational service, making your customers and colleagues "information rich"
- Launch "Uplifting Service Awards" focusing on the spirit of service
- Review and revise your appraisal and performance management systems
In coordination with Course 200: Building Service Partnerships
- Conduct "Service Teambuilding Workshops" internally
- Conduct "Service Partnership Workshops" with key customers
- Conduct "Service Partnership Workshops" with essential suppliers
In coordination with Course 300: Increasing Customer Loyalty
- Update your service recovery policies and practices
- Launch value-added service guarantees
Learn more about the College Curriculum.
Learn more about the Course Methodology.
Learn more about the Certified Course Leaders.
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