Building a Service Culture: A Purpose, A Vision & A Mission

A service culture must exist within an organisation itself to ensure that the employee have clear purpose and know what the company is striving towards, be it adding value to customer’s lives and exceeding customer’s expectations. Leadership plays a crucial role in communicating the service culture and vision to the employees. The service culture should be service oriented and support the customer.

The employees must be proud to be part of the organisation and believe that what they do is beneficial towards the customers. Especially so in the hospitality industry where employees are part of the product, employees must appreciate the company’s culture and be convinced that what the company does is for the customer.

When you treat your employees well, your employees will treat the customer well and this will lead to customer satisfaction.

Teamwork is very important in any company; it is a group’s effort to ensure customer satisfaction. In any case, employees should try to cover up a fellow colleague’s mistake as it will reflect poorly on the company if you put the blame on your co-worker. The first priority is to assure the customer you will make things right as blaming on your co-worker is never going to solve the problem.

Gathering feedback from customers is the basis of customer service. The company cannot simply assume that they are providing good customer service because satisfaction is defined by the customers and it might not be the same as the company’s point of view. The customers are the ones who had experiences of your service and product, only they can tell you the first hand information. If a company never care for feedbacks, they will never meet customer’s needs because the customer would be dissatisfied and find another company with similar product that caters to their needs better.

Once the company keep in mind about delighting their employees, their employees will help to delight the customers.