The four core service culture, service quality, employee engagement and customer experience of a successful service delivery system.
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Running a successful service company should be synonymous with delivering exceptional. If not, why would you consider running a service business? However, if all companies that perform services compete effectively in the delivery of services, a key differentiator is the service model and the ability to execute it. When designing a service delivery system, you should focus on what drives your core value and how you engage your frontline workers to deliver the best possible experience.
The four key elements of such a system are:
(The content of each factor, of course, varies from company to company and is essentially a service strategy. However, all factors need to be considered and put in place.)
A culture of service is based on the elements of leadership principles, norms, work habits and values of vision, mission and values. Culture is a set of overriding principles that govern, maintain and develop social processes in which management appears as a service delivery and value to customers. Few service delivery systems and realistic service concepts are so fundamental to a service organization's long-term success as culture.
Employee engagement includes employee attitude activities, purpose-driven leadership, and HR processes. Even the best-designed processes and systems are effective only if engagement is done by people. Engagement is the mediator between the design and implementation of the service excellence model.
Quality of service includes strategy, process and performance management systems. Strategy and process design are fundamental to the overall service model design. Helping clients fulfill her mission and supporting organizational purposes should be the foundation of any service provider partnership.
The customer experience includes elements of customer intelligence, account management and continuous improvement. Perception is king, and we constantly evaluate how we perceive our customers and our end-service offerings for continued collaboration. Successful service delivery is designed by customers based on the facts of service creation and delivery, and designs based on that philosophy. This is called co-creation.
How to use the model: The order of these four items is not random, there is a logical order that defines service first and then employee engagement. Then you can nurture and develop a high level of service quality. The right customer experience – virtual circles. For more information on each element, see the ISS ISS white paper, Service Management 3.0, or see the latest Service Management post by ISS CMO Peter Ankerstjerne on the blog.
At the end of the day, the traditional models and themes are no longer the focus of the future service delivery systems and human touch. Frontline service personnel must be able to create valuable service moments and leverage the purpose of the customer organization through performance impact.
Do you think leadership and culture play a bigger role than ever in your organization? Share your thoughts and comments below!
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