1. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 1 McGraw-Hill part 2 1 1.Explain the elements of a service culture. 2.Define a service strategy. 3.Recognize customer-friendly systems. The Profession Contributing to the Service Culture Learning Objectives, Chapter 2

2. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 2 McGraw-Hill Contributing to the Service Culture 4.Implement strategies for promoting a positive service culture. 5.Separate average companies from exceptional companies. 6.Identify what customers want.

3. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 3 McGraw-Hill Contributing to the Service Culture Review the chapter Quote and tie it to the Chapter content Discuss In the Real World – Health Care Complete the Quick Preview Define service culture Discuss the elements of a service culture.

4. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 4 McGraw-Hill What does Service Culture Mean? Service Culture Defined A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization.

5. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 5 McGraw-Hill Elements of a Service Culture Review Figure 2.3, page 34 Service philosophy or mission Employee roles and expectations Delivery systems Policies and procedures (continued on Slide 6)

6. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 6 McGraw-Hill Elements of a Service Culture, continued Products and services Management support Motivators and rewards Training

7. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 7 McGraw-Hill Employee Performance Measures RUMBA Realistic Understandable Measurable Believable Attainable

8. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 8 McGraw-Hill What is Empowerment? Empowerment is the word used to describe the giving of decision-making and problem- resolution authority to lower-level employees in an organization. This precludes having to get permission from higher levels in order to take an action or serve a customer.

9. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 9 McGraw-Hill Establishing a Service Strategy A Service Strategy A service provider helps determine approaches for service success. The best way to create a service culture is to get everyone in the organization involved in planning and brainstorming. How do you think ideas can be shared most effectively?

10. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 10 McGraw-Hill System Components Customer-Friendly Systems Components Advertising Complaint resolution Delivery systems

11. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 11 McGraw-Hill Strategies for Promoting a Positive Service Culture Explore your organization’s vision. Help communicate the culture and vision to customers—daily. Demonstrate ethical behavior. Identify and improve your service skills.

12. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 12 McGraw-Hill Promoting a Positive Service Culture Strategies for Promoting Positive Service Culture (continued) Become an expert on your organization. Demonstrate commitment. Partner with customers. Work with your customer’s interest in mind.

13. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 13 McGraw-Hill Promoting a Positive Service Culture Strategies for Promoting a Positive Service Culture Continued Treat vendors and suppliers as customers. Share resources. Work with, not against, your customers. Provide service follow-up.

14. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 14 McGraw-Hill Separating Average Companies from Excellent Companies Ask questions to determine the service environment.

15. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 15 McGraw-Hill What Customers Want Common customer service wants and expectations: Personal recognition Courtesy Timely service Professionalism

16. © 2009 The McGraw-Hill Companies, Inc. All rights reserved. 16 McGraw-Hill What Customers Want, continued Enthusiastic service Empathy Patience Customers also expect effective, efficient service and value for their money.