Professional Documents
Culture Documents
Page 1
Discussion
Page 2
Strategy
Stratos(army) Agein (lead)
Leading the troops
Plan of action to achieve a goal
Using resources efficiently
Page 3
Importance of Values
Effective organizations understand and communicate their
fundamental essence and reason for being:
They know who they are and what they are about
Page 4
Importance of Vision
The vision statement describes a future state of the
organization in vivid, compelling terms that inspire all involved
to strive to achieve it.
The organizations vision is a snapshot of the future.
Page 5
Page 6
Business Objectives
Customer retention: Keeping (saves) those customers who
might have gone elsewhere but rep saved
Wallet share: Maximizing total customer spending with an
organization
Customer acquisition: Acquiring (adding) new customers,
traditionally done efforts via mass market campaigns
Overall revenue
Revenue per customer
Number or percentage of preferred customers
Employee satisfaction
Page 7
Page 8
Service Culture
Service environment of a group or organization, made up of
its values, beliefs, norms, rituals, and practices
Page 9
Page 10
Page 11
Realistic
Understandable
Measurable
Believable
Attainable
Page 13
Page 14
Page 15
Page 16
Page 17
Page 18
Management Support
Page 19
Page 20
Page 21
Employee Empowerment
Giving decision-making and problem-resolution authority to
lower-level employees in an organization
Makes employees feel trusted, respected, and like an integral
part of the organization
Page 22
Training
Helps employees know what is expected of them and how to
fulfill those expectations
Supports customer service
Training and skill level will determine an employees worth in
the event of a downsizing
Page 23
Page 24
Page 25
Page 26
Page 27
Page 28
Page 29
Page 30
Customer-Friendly Systems
Make service in an organization seamless to customers by
ensuring that things work properly and the customer is
satisfied
Components
Advertising
Complaint or problem resolution
Page 31
Indirect system
Customers needs are met with self-service through technology
Page 32
Indirect Contact
Face to face
Bank tellers
Reservationists
Ticket takers
Customer service
representatives
Lawyers
Photo developers
Supermarket clerks
Towing dispatchers
Cashiers
Page 34
Page 35
Page 36
Demonstrate commitment
Work with the customers interest in mind
Treat vendors and suppliers as customers
Share resources
Work with and not against customers
Provide service follow-up
Page 37
Page 38
Page 39
Personal recognition
Courtesy
Timely service
Professionalism
Enthusiastic service
Empathy
Patience
Page 40