| You would have often read various articles or books | | | | service delivery functions should work on a principal of |
| and would have heard noted speakers holding | | | | hiring good resources and firing non performers. |
| esteemed positions in various organizations | | | | Solicit complaints: in order to have a perfect |
| emphasizing the importance of having the right service | | | | service culture; one should ensure that the service |
| strategy to cater to their customers. The crux of their | | | | delivery processes are such that makes it convenient |
| direction is that it is very important to have knowledge | | | | for customers to complain; in case they are not |
| of your customers pulse and your product offerings | | | | satisfied with a particular aspect of your service. This |
| should be tailor made according to your target | | | | will give you an opportunity to gain further insight into |
| customer's requirements. It is only then you would be | | | | your customer's mindset. Ensure that the customers |
| able to retain and maintain a specific business | | | | are treated well even if they complain because |
| positioning in the cut throat competing market. People | | | | customers who complain are giving you an opportunity |
| who are aware of this and know the importance of | | | | to retain them. |
| above also know which are the right tools to use in the | | | | Train your employees: this is one thing which |
| quest of service excellence. Yes!! These tools are the | | | | should be imperative and mandatory for team |
| companies own 'Employees'. | | | | members involved in a service delivery function. |
| Having the right kind of employees with the correct | | | | Effective training helps in changing the attitudes of |
| temperament and attitude is imperative. The right kind | | | | employees emotionally and equips them with better |
| of Employee in a service delivery chain should have | | | | aptitude in serving people. One should focus on |
| the commitment and bend of mind to satisfy the | | | | customer retention and effective training and skill set |
| customers, no matter how far they might have to go. | | | | enhancement is the right medium for it. Training should |
| This is the bare minimum requirement for an individual | | | | be mandatory for employees and the processes |
| to fit into a service delivery structure. Customers | | | | should encourage a minimum number of hours of |
| acknowledging an employees effort should give them | | | | mandatory training for each employee whether he is |
| a high. The epitome of success for a customer | | | | the CEO of the company or a front line executive. |
| service professional is when a Customer is so | | | | Infact, companies looking at devising that perfect |
| impressed with the service delivery process and | | | | service culture should focus more on aspects like |
| functioning of an individual employee or an organization | | | | training or employee development rather than spend |
| so much that they do not want to deal with any other | | | | humungous amounts on advertising and product |
| service provider except you. | | | | awareness. There is no point in advertising or |
| To create a perfect service culture, companies need | | | | promoting a product which is not up to the customer's |
| to adopt a top down approach towards serving | | | | expectations. |
| customers efficiently. The commitment towards | | | | Empower your employees: the perfect service |
| exceptional service has to be worked out strategically | | | | culture gives employees authority for satisfying |
| keeping the needs and requirements of the end users | | | | customers. Come what may, customer satisfaction |
| in mind. The service delivery team needs to be | | | | should be the main principal and all the processes and |
| ambitious and there should be zeal in them to achieve | | | | functions should be built around that. Ensure that |
| in toughest of situations. Companies which believe in | | | | employees are given a platform where they are able |
| this consider their employees precious and ensure that | | | | to enhance their knowledge and skills and are able to |
| requisite steps/ initiatives are taken for training and skill | | | | keep track of new developments and best practices |
| set enhancement; so that they contribute in achieving | | | | within the industry. |
| the overall objective or the bigger picture. Employees | | | | Measure the results: it is very important to keep |
| are an essential link in the success or failure of the | | | | track of where a business is heading. Measureable |
| delivery system and all possible steps are undertaken | | | | controls and processes are a must when one is |
| to minimize the risk of delivery failure. | | | | looking at a perfect service culture. These measures |
| How does one create that perfect service culture? | | | | will help one analyze where extra efforts need to be |
| Hire the right people: it is very important to have | | | | put in; in order to achieve the desired results. One you |
| people oriented people in the team; in act that is pre | | | | create that perfect service culture business is bound |
| requisite. Regular training and skill enhancement is very | | | | to increase. |
| important. People with such qualities are quite easy to | | | | Various studies and research show that 65% of |
| motivate and should be a must have in the team. | | | | business comes from current customers and a |
| Employees with positive frame of mind are an asset | | | | perfect service culture will focus on retaining existing |
| to the team and no task is difficult for them. Virtually all | | | | customers. |
| companies especially the ones which are involved in | | | | |