What does the term service culture mean and how do companies develop a service culture?
Service culture is a term to denote the existing customer service culture, as reflected by the quality of the service level to the customers and the commitment of the employees to achieve best possible customer satisfaction. The better the service culture, the higher is the customer satisfaction and greater is the ability of the businesses to retain customers.
Strategies to develop service culture:
1) Management must make the measurement of service quality and feedback from the customer a basic part of everyone's work experience. This information must be available and understood by everyone, no matter what their level. The entire organization must become obsessed with what the customer wants.
2) Be very clear about specifying the behavior that employees are expected to deliver, both with external customers and their coworkers.
3) Explain why giving excellent customer service is important ...