Developing and Managing A Service Culture - Part 2 of 3

 

Does your organisation want to put your customers at the centre of everything you do?  Here are two more of the principles which must be adhered to when undertaking a Service Culture Development Programme:

 

3.  It must focus on the customer experience

  • People - the personalities of the staff members
  • Premises - the buildings and the facilities
  • Processes - easy, hassle free customer procedures

4.  It involves everyone

All staff at all levels must be involved in the programme, there should be nobody who says service excellence is not their job (“if you’re not serving the customer, you’d better be serving someone who is”!).  It’s about a “one team” approach.