Page 259 - DMGT522_SERVICES MANAGEMENT

Services Management

Notes “You’re in good hands” — Allstate Insurance Company
“It’s your store” — Albertsons Grocery Stores

“We’ll leave the light on for you.” Motel 6
“Think what we can do for you.” Bank of America

Self Assessment

Fill in the blanks:

1. In the past, ........................ were continually making changes to their product and service
lines to try to attract and hold customers.

2. Culture also encompasses your products and services, and the ........................ of the
organisation’s facility, equipment, or any other aspect of the organisation with which the
customer comes into contact.
3. Unfortunately, many companies are ........................ or product-centered and view customers
from the standpoint of what company products or services they use.
4. Any policy, procedure, action, or inaction on the part of your organisation contributes to
the service........................ .
5. An organisation’s service culture is made up of many facets, each of which affects the
customer and helps determine the ........................ of customer service initiatives.

12.2 Management Areas of Maintaining the Service Culture

It includes the following points:

Creating a customer service environment across your whole business that is specifically
aligned with your customers’ needs and focuses on customer retention.

Having and actively following a customer service charter which clearly sets out the quality
and standards of service your customers can expect from you.

Ensuring that your business’s policies, practices, systems, rules, facilities and staff actively
provide for excellent customer service delivery.

Integrating your customer service strategy into your overall business approach and plans.
Creating a structure and culture that enables high levels of staff satisfaction, and rewards
staff for their ability to deliver excellent customer service.
Ensuring you has mechanisms in place to obtain regular, reliable feedback from your
customers about their needs and your service.
Actively encouraging quality service and continuous improvement in everything your
business does.
This requires ongoing examination of the underlying causes which create or tolerate
service problems and changes in practices which created the problems.
Ensuring your business always complies with fair trading laws as a natural complement
to best practice customer service.

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