Ch. 4 The Service Philosophy

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Ch. 4 The Service Philosophy Service Standards

• Changing employee behaviors is one of the most
  daunting challenges of any service initiative.

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The Service Improvement Teams Responsibility

• p. 44 One of the first tasks of the Service
  Improvement Team is to commission the development
  of the Service Philosophy and Service Standards.
  These become the core elements of your companys
  non-negotiables. Anytime you want to know how
  things are going from a service perspective, just
  see if the organization is delivering on the
  Service Philosophy and Service Standards. Anytime
  you want to coach an employee on his/her customer
  service skills, the Service Philosophy and the
  Service Standards are your guides for the
  discussion. They answer the question Whats
  expected of me?

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The Service Philosophy

• p. 45 The Service Philosophy communicates
  exactly what the term implies what we as a
  company believe about customer service. The
  Service Philosophy answers the questions 1) what
  is the true product of the organization? and 2)
  why is the customer really buying our product or
  service?

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Service Philosophy Examples . . .

• P. 46
• Walt Disney World
• First Citizens Bank
• Westgate Resorts

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Service Standards

• p. 56-57 Service Standards are developed at the
  same time you develop the Service Philosophy. . .
  Theyre developed together. Service Standards are
  different. They are the rules of engagement for
  providing customer service. Service Standards
  provide the behavioral template that leads to
  consistent service. They help employees at the
  moment of truth those times when they have to
  make a service decision.

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Developing the Service Standards

• Q What kinds of service-related behaviors should
  we consider?
• A p. 60 First, look for the no-brainers. In
  healthcare, for example, something like accuracy
  or safety better be pretty close to the top of
  the hierarchy. Next, use your research to
  discover dissatisfier themes. What are those
  behaviors, oversights, etc. that seem to irritate
  customers?.Also look for those behaviors that
  wow customers. (Remember that service wows, as
  defined by Unleashing Excellence, are small
  things, consistently done, that please the
  customer.)

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The Ritz Carlton A Case Study in Service
Philosophy Service Standards

• Three Steps of Service
• The Motto
• The Credo
• The 20 Basics