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Module 1: Managing Customer Interface

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Managing People for Service Advantage - Part 3

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MODULE OVERVIEW

Know how to motivate and energize service employees so that they will deliver service excellence and productivity.
Understand what is a service-oriented culture.
Know difference between service climate and culture, and describe determinants of a climate for service.
Explain qualities of effective leaders in service organizations.
Understand leadership styles, importance of role modeling, and focusing entire organization on the frontline.

MOTIVATE AND ENERGIZE PEOPLE

Staff performance is a function of ability and motivation.
Effective hiring, training, empowerment, and teams give a firm able people; and performance appraisal and reward systems are key to motivating them.
Motivating and rewarding strong service performers are some of the most effective ways of retaining them.
Many firms thinkin terms of money as reward,but it does not pass the test of an effective

 
BUILDING A SERVICE-ORIENTED CULTURE

Service firms that strive to deliver service excellence need a strong service culture.
A service culture that is continuously reinforced and developed by Management to achieve alignment with the firm’s strategy.
Organizational culture concerns the basic assumptions and values that guide organization action.

QUALITIES THAT EFFECTIVE LEADERS IN A SERVICE ORGANIZATION SHOULD HAVE

Love for the business
Driven by a set of core values
Belief in people
Ability to ask questions
Effective excommunication
Role models

FOCUSING THE ENTIRE ORGANIZATION ON THE FRONTLINE

A strong service culture is one where the entire organization focuses on the frontline, understanding that it is the lifeline of the business.
The organization understands that today’s, as well as tomorrow’s,revenues are largely driven by what happens at the service encounter.
In firms with a passion for service, top management show through their actions that what happens at the frontline is crucially important to them, by being informed and actively involved.

CONCLUSION

In this module we learnt how to motivate and energize service employees so that they will deliver service excellence and productivity.
Understood what is a service-oriented culture
Learnt differences between service climate and culture, and describe determinants of a climate for service.