In a Superior Service Culture, twelve categories of culture

building support are evident and effective.

These are The 12 Building Blocks of Service Culture.^TM 

Your activities in these twelve categories must be continuously aligned and improved over time. UP Your Service! College provides clients with best practice tools and techniques to audit and upgrade your activity in each of these key areas.

1.  Common Service Language

 
Understood and frequently used by service providers at all

levels and in all parts of the organization, a common service
language enables clear communication and supports the

delivery of superior internal and external service.

2.  Engaging Service Vision

 
Widely embraced and believed, an engaging service vision

energizes everyone in the organization. Each person knows

how the vision applies to their work and knows what action

to take to make the vision real.

3.  Service Recruitment

 
Effective recruitment strategies and tactics attract people

who support your organization's vision, and keep out those

who may be technically qualified but not aligned with the

service spirit and purpose of the organization.

4.  Service Orientation

 
Your service orientation for new staff members is motivating,

encouraging and effective. New team members feel welcome
and inspired to contribute to your service culture.

5.  Service Communications

 
Service communications inform, educate and motivate the

entire organization. Creative communication channels

surround everyone with relevant service information,

timely customer feedback, uplifting success stories, and

current challenges and objectives.

6.  Service Recognition and Rewards

 
Recognition and reward motivate your team to celebrate

service improvements. Incentives, acknowledgement, prizes,

promotions and praise all focus attention and encourage

greater service results.

7. Voice of the Customer

 
Effective customer contact and feedback systems capture

current comments, compliments and complaints. This vital

voice of the customer is anticipated and appreciated by

every service provider in your organization.

8. Service Measures and Metrics

 
Measuring what matters focuses attention and leads to

positive results in many areas: market share, profitability,

reputation, customer loyalty and satisfaction, employee

engagement and performance improvement. We help you

understand the measurements to use and pitfalls to avoid.

9. Service Improvement Process

 
Continuous service improvement can be everyone’s

ongoing project and passion. Engage your team members

with workshops, initiatives, contests and suggestion

programs that educate, motivate and empower.

10. Service Recovery and Guarantees

 
When things go wrong, bounce back! Effective service

recovery and guarantees will turn upset customers into

loyal advocates and team members into true believers.

11. Service Benchmarking

 
Discover and apply best practices of leading organizations

inside and outside your industry. Service benchmarking

reveals what others do to improve their service, and

points to new ways you can upgrade yours.

12. Service Role Modeling

 
Everyone is watching. Everyone is a service role model.

Your leaders, managers and frontline staff consistently

provide superior service to customers and to each other.

(We provide coaching and specific examples to help

them ‘walk the talk’.)

UP Your Service! College Support

 
UP Your Service! College helps clients refine current

practices, eliminate outdated practices, and implement

best practices in each of these “12 Building Blocks

of Superior Service Culture”.