The 12 Building Blocks of Service Culture^TM

In a Superior Service Culture, twelve categories of culture building support are evident, intentional and effective. Your activities in these twelve categories must be continuously aligned and improved over time.

UP Your Service! College provides clients with best practice tools and techniques to audit and upgrade your activity in each of these key areas.

1.  Common Service Language

 
Understood and frequently used by service providers at all levels and in all parts of the organization, a common service
language enables clear communication and supports the delivery of superior internal and external service.

2.  Engaging Service Vision

 
Widely embraced and believed, an engaging service vision energizes everyone in the organization. Each person
knows how the vision applies to their work and knows what action to take to make the vision real.

3.  Service Recruitment

 
Effective recruitment strategies and tactics attract people who support your organization's vision, and keep out those who
may be technically qualified but not aligned with the service spirit and purpose of the organization.

4.  Service Orientation

 
Your service orientation for new staff members is motivating, encouraging and effective. New team members feel welcome
and inspired to contribute to your service culture.

5.  Service Communications

 
Service communications inform, educate and motivate the entire organization. Creative communication channels surround everyone with relevant service information, timely customer feedback, uplifting success stories, and current challenges and objectives.

6.  Service Recognition and Rewards

 
Recognition and reward motivate your team to celebrate service improvements. Incentives, acknowledgement, prizes, promotions and praise all focus attention and encourage greater service results.

7. Voice of the Customer

 
Effective customer contact and feedback systems capture current comments, compliments and complaints. This vital voice of the customer is anticipated and appreciated by

every service provider in your organization.

8. Service Measures and Metrics

 
Measuring what matters focuses attention and leads to positive results in many areas: market share, profitability,
reputation, customer loyalty and satisfaction, employee engagement and performance improvement. We help you understand the measurements to use and pitfalls to avoid.

9. Service Improvement Process

 
Continuous service improvement can be everyone’s ongoing project and passion. Engage your team members with workshops, initiatives, contests and suggestion programs

that educate, motivate and empower.

10. Service Recovery and Guarantees

 
When things go wrong, bounce back! Effective service recovery and guarantees will turn upset customers into loyal advocates and team members into true believers.

11. Service Benchmarking

 
Discover and apply best practices of leading organizations inside and outside your industry. Service benchmarking reveals what others do to improve their service, and points

to new ways you can upgrade yours.

12. Service Role Modeling

 
Everyone is watching. Everyone is a service role model. Your leaders, managers and frontline staff consistently provide superior service to customers and to each other. (We provide coaching and specific examples to help them ‘walk the talk’.)

UP Your Service! College Support

 
UP Your Service! College helps clients refine current

practices, eliminate outdated practices, and implement

best practices in each of these “12 Building Blocks

of Superior Service Culture”.