Transcript
FCSC 348 Customer Service Management Spring 2021 CH2. Contributing to the Service Culture Test Your Knowledge (You can pick five questions to answer):3 point each What are some of the key elements that make up a service culture? A service culture is an environment made of various factors including values, beliefs, norms, rituals, and practices of a group or organization. How does management’s service philosophy affect the culture of an organization? How does RUMBA help clearly define employee roles and expectations? Why is each component important? How can policies and procedures affect the customer’s impression of customer service? Depending on what they are and how the employees respond can either result in the customer returning or never coming back. What questions should you ask yourself about your role as a service provider? You are the face of the organization, are you best serving the customer in the manner the organization wants? What are some indicators that a company has customer-friendly systems in place? Adverting that sends a message that products and services are competitive in price, quality, and quantity are at least comparable to those of competitions. Also, the manner in which complaints/problems are handled. A customer friendly system in place also highlights the power of front-line employees. All in all, customer friendly systems include good advertisements, problem resolution, delivery systems, service measurement What are some of the tools used by organizations to measure their service culture? What are some strategies for helping promote a positive customer culture? What separates average organizations from excellent ones? What are some typical things that customers want? Customers want personal recognition, courtesy, timely service, professionalism, enthusiastic service, empathy, patience.
