Build Leadership capacity for building SDMI
’s desired service culture
Equip employees with the necessary competencies to render excellent service.
Achieving Service Excellence is a Culture Building Process
Service excellence is the fundamental outcome of a productive, successful organizationand a motivated workforce. To achieve the higher levels of service, the people must bemotivated to go that extra mile. They should embrace a service mindset and buildlasting relationships with customers both internal and external. A service culture is one
that has everyone in the organization aligned with the company’s service philosophies.
Achieving organizational alignment however is not just a function of training; it is morethan anything, a function of leadership. You can only achieve consistent customerservice performance when leaders effectively and consistently send the message thatcustomer service is important.Developing a successful customer service-focused organization requires an ongoing,strategically driven and persistent effort that integrates learning seamlessly with serviceculture-building on the job. Practical solutions are built into the initiatives thatemphasize not only what to do, how to do it and more importantly why they must do it
from understanding customer needs to developing customer-focused solutions torecovering masterfully from service errors.We propose a holistic intervention aimed
at equipping the company’s leader
-managersto fine-tune policies and procedures so that they become more responsive to the needsof the customers both internally and externally. We will then conduct alignedworkshops aimed at developing every employees
capability to appreciate the
company’s service philosophy and align their actions with their respective department’s