Service Culture Lecture

Service – is an act of dealing with customers through offering a particular

skill.

Culture – is a guiding principles includes the values, beliefs, norms, rituals,

and practices of a group or organization.

Culture is the characteristics and knowledge of a particular group of people,

encompassing language, religion, cuisine, social habits, music and arts,
marriage, clothing,, what we believe is right or wrong.

A shared patterns of behaviors and interactions, cognitive constructs and

understanding that are learned by socialization.

Culture also encompasses your products and services, and the physical
appearance of the organization’s facility, equipment, or any other aspect of
the organization with which the customer comes into contact.

service culture - is an environment where employees are obsessed with

providing superior customer service to clients. This means going above and
beyond the call of duty to ensure the people paying for your goods and
services are delighted. Any policy, procedure, action, or inaction on the part
of your organization contributes to the service culture.

A key point to remember about service culture is that you and every other
employee plays a key role in communicating the culture of your
organization to your customers.

You may communicate the culture through your appearance, your

interaction with customers, and your knowledge, skill, and attitude.
 Elements that defines a successful Organization

Service philosophy or mission: The direction or vision of an organization

that supports day-to-day interactions with the customer.

Employee roles and expectations: The specific communications or

measures that indicate what is expected of employees in customer
interactions and that define how employee service performance will be
evaluated.

Delivery systems: The way an organization delivers its products and

services.
Policies and procedures: The guidelines that establish how various
situations or transactions will be handled.

Products and services: The materials, products, and services that are
state of the art, are competitively priced, and meet the needs of customers.

Management support: The availability of management to answer

questions and assist frontline employees in customer interactions when
necessary. Also, the level of management involvement and enthusiasm in
coaching and mentoring professional development.

Motivators and rewards: Monetary rewards, material items, or feedback

that prompts employees to continue to deliver service and perform at a high
level of effectiveness and efficiency.

Training: Instruction or information provided through a variety of

techniques that teach knowledge or skills, or attempt to influence employee
attitude toward excellent service delivery.

Considerations in Service Culture

Service Philosophy or Mission - Most successful organizations have

written mission and vision statements A mission statement defines the
organization's business, its objectives, and how it will reach these
objectives. A vision statement details where the organization aspires to go.
Why does your company exist? What do you Mission statements should
always tie back to the vision statement and should be incorporated into the
infrastructure (e.g., HR policies and procedures) and service culture of an
organization.

What are mission and vision statements?  hope to accomplish in the next
several years?

“ To develop globally competitive students who will play proactive roles in

national and international development. Quality Instruction- To provide
quality instruction responsive to global needs and expectations. Wider
Accessibility- To democratize access to graduate education to all qualified
Filipinos and foreigners.”
VISION

Lead and inspire Filipinos to create a better tomorrow.

MISSION

Empower Filipinos everywhere with customer-focused digital innovations

that unlock and share their infinite potential.
Procter & Gamble’s vision statement is “Be, and be recognized as, the best
consumer products and services company in the world.”
Procter & Gamble’s mission statement is “We will provide branded products
and services of superior quality and value that improve the lives of the
world’s consumers, now and for generations to come. As a result,
consumers will reward us with leadership sales, profit and value creation,
allowing our people, our shareholders and the communities in which we live
and work to prosper.” 

Service Standards - Service standards can help ensure your organization

in getting the best results and show you how to keep improving.
Consistency, efficiency and best practice demonstrate that you have
processes in place to monitor and improve the quality and
performance in the service you provide.

Lack of Standard - lack of clear service standards also increases the

chance of inconsistent service.
Importance of Customer Service Standards

it encourage your staff to focus on key areas of service more

diligently.