When I was in a service process flow, a customer can feel whether the company has a service culture that is positive or negative impression. Every company would want customers to have a positive impression of the services provided. The difference between companies with one another lies in the desire to have a service culture and seriousness to build and implement it. When it is committed to building a culture of effective services, the company is not enough just to put people or leaders oriented to customers, but also needed a strategy that give reasons why certain policies and lawful behavior within the company.
Effective Role Model
Role model is a pilot service in providing care for many people, especially among those who should provide service to customers. Role models do not give a specific reason for many people behave, but rather exemplifies how it behaves. Without role models, the company is very difficult to build a culture. Even more importantly, without role models, the company does not have a "spirit of service."
The presence of role models is very important, and its role will be very effective if the company is already implementing the right strategies in customer satisfaction. Service is not just an attitude, but also a design. Thus, the service is produced not only because there are some people in a company that has service attitude, but because there are some people who design and implement and maintain the service applied in accordance with the design. That service as a strategy that is loaded with design. Companies may not achieve the cultural ministry without first designed them. Then, how the company designed the service? And, where the role of role models in this ministry?
Design Services As a Strategy
I am always asked by companies that want to build a service culture. Is it true that the service is exemplary? If so, let us ask some people in the company to provide exemplary in providing services for many groups. True, construct exemplary service needs, but the example did not make the company have a culture of service. Services that are a real attitude is also a blue print. When building blue print, the customer who became a benchmark, then the service blueprint is a guide the flow of corporate resources to provide superior service and customer satisfaction. Effective blueprint should also refer to the blue print competitors.
Blue Print Service Elements of Strategy
When designing a blue print services, there are four basic elements considered essential to a full service strategy and effective. Sequentially, the fourth element is the service process, service surprise, service fairness, and service recovery.
In marketing, there are promises to customers, then this is the process that describes how the promise is kept by the company. When kept his promise, make sure there is no element is overlooked. The forgotten things can be caused by human error, namely because Careless or Ignorance, can also occur because the process is too complicated. An effective process must be designed and given specifications. The design process should be simple to avoid many errors in the channel. Keywords in the service process is accurate and dependable. Without accurate and dependable promise of providing appropriate, customers will feel disappointed. Therefore, the service process to prove that the service is not just attitude, but a pipe or service line.
Service surprise is also a design that deliberately imposed so that customers could be surprised by a process not previously expected. Surprise not a gimmick or promotion. Surprise effective initiative must come from beyond expectation shown by frontliner for assisting customers with no limits and the elements of attention to detail, even more detail than competitors. Thus, this element of surprise comes because of an additional process that was never expected by the customer.
This element can be designed in advance and submitted to the frontliner to be applied as a weapon to please some customers who are considered to be pleased with the business. Frontliner can be equipped with an element of surprise as the ultimate weapon that is used only occasionally. When executed, the element of surprise is expected to impress as an empowerment, which for the customer to be a surprise.
All elements must be on-delivery service is the fair by referring to the values of integrity. One of them is reflected as a service attitude that upholds fairness. Customer service is very offended if there is no fairness. Perhaps we as customers are still able to tolerate a speed problem, but when his business about fairness, then it becomes a problem that can not be tolerated. Therefore, establishing fairness should be the core of service values that must be upheld. Fairness touches all customer expectations. Therefore, ensure fairness becomes an unforgettable service strategy. The company will be praised if it has service excellence, but will be discussed to be a hero when customers apply fair to the customer. Service is fair for customers. Create a customer though, fairness is hope, but because it's hard to get, fairness is part of a surprise.
The next important element is designed for service recovery. Customer basically more forgiving than the company. Not only forgiving, customers can also forget the mistakes of the company. But customers also can be vindictive when the company does not perform service recovery quickly and thoroughly. Subscribers to forget a mistake if companies make improvements of the error in Sincere, namely by showing a serious effort to correct the error. Conversely, if the company is perceived grudge customer does not respond to customer complaints.
Secret Role Model
How to become a successful role model? Certainly, first of all design services starting from the values to be applied, then the process of applying, and empowerment undertaken to execute surprise, fairness, and recovery. Modeling in the service will be successfully carried out if a role model fully understand the direction of the company and how the service was designed and behave in accordance with the behavior that needs to be exemplified to implement an effective design services, fast, accurate, thorough, sincere, not Careless, no Ignorance, and fair. Whether you are a role model of service?
Effective Role Model
Role model is a pilot service in providing care for many people, especially among those who should provide service to customers. Role models do not give a specific reason for many people behave, but rather exemplifies how it behaves. Without role models, the company is very difficult to build a culture. Even more importantly, without role models, the company does not have a "spirit of service."
The presence of role models is very important, and its role will be very effective if the company is already implementing the right strategies in customer satisfaction. Service is not just an attitude, but also a design. Thus, the service is produced not only because there are some people in a company that has service attitude, but because there are some people who design and implement and maintain the service applied in accordance with the design. That service as a strategy that is loaded with design. Companies may not achieve the cultural ministry without first designed them. Then, how the company designed the service? And, where the role of role models in this ministry?
Design Services As a Strategy
I am always asked by companies that want to build a service culture. Is it true that the service is exemplary? If so, let us ask some people in the company to provide exemplary in providing services for many groups. True, construct exemplary service needs, but the example did not make the company have a culture of service. Services that are a real attitude is also a blue print. When building blue print, the customer who became a benchmark, then the service blueprint is a guide the flow of corporate resources to provide superior service and customer satisfaction. Effective blueprint should also refer to the blue print competitors.
Blue Print Service Elements of Strategy
When designing a blue print services, there are four basic elements considered essential to a full service strategy and effective. Sequentially, the fourth element is the service process, service surprise, service fairness, and service recovery.
In marketing, there are promises to customers, then this is the process that describes how the promise is kept by the company. When kept his promise, make sure there is no element is overlooked. The forgotten things can be caused by human error, namely because Careless or Ignorance, can also occur because the process is too complicated. An effective process must be designed and given specifications. The design process should be simple to avoid many errors in the channel. Keywords in the service process is accurate and dependable. Without accurate and dependable promise of providing appropriate, customers will feel disappointed. Therefore, the service process to prove that the service is not just attitude, but a pipe or service line.
Service surprise is also a design that deliberately imposed so that customers could be surprised by a process not previously expected. Surprise not a gimmick or promotion. Surprise effective initiative must come from beyond expectation shown by frontliner for assisting customers with no limits and the elements of attention to detail, even more detail than competitors. Thus, this element of surprise comes because of an additional process that was never expected by the customer.
This element can be designed in advance and submitted to the frontliner to be applied as a weapon to please some customers who are considered to be pleased with the business. Frontliner can be equipped with an element of surprise as the ultimate weapon that is used only occasionally. When executed, the element of surprise is expected to impress as an empowerment, which for the customer to be a surprise.
All elements must be on-delivery service is the fair by referring to the values of integrity. One of them is reflected as a service attitude that upholds fairness. Customer service is very offended if there is no fairness. Perhaps we as customers are still able to tolerate a speed problem, but when his business about fairness, then it becomes a problem that can not be tolerated. Therefore, establishing fairness should be the core of service values that must be upheld. Fairness touches all customer expectations. Therefore, ensure fairness becomes an unforgettable service strategy. The company will be praised if it has service excellence, but will be discussed to be a hero when customers apply fair to the customer. Service is fair for customers. Create a customer though, fairness is hope, but because it's hard to get, fairness is part of a surprise.
The next important element is designed for service recovery. Customer basically more forgiving than the company. Not only forgiving, customers can also forget the mistakes of the company. But customers also can be vindictive when the company does not perform service recovery quickly and thoroughly. Subscribers to forget a mistake if companies make improvements of the error in Sincere, namely by showing a serious effort to correct the error. Conversely, if the company is perceived grudge customer does not respond to customer complaints.
Secret Role Model
How to become a successful role model? Certainly, first of all design services starting from the values to be applied, then the process of applying, and empowerment undertaken to execute surprise, fairness, and recovery. Modeling in the service will be successfully carried out if a role model fully understand the direction of the company and how the service was designed and behave in accordance with the behavior that needs to be exemplified to implement an effective design services, fast, accurate, thorough, sincere, not Careless, no Ignorance, and fair. Whether you are a role model of service?
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