VALUES OF SERVICE EXCELLENCE

WHY IS SERVICE EXCELLENCE IMPORTANT?

 Being more customer-focused and providing service excellence is becoming a

significant advantage and performance for both, private and public organizations.
It helps business to win clients in an extremely competitive environment
nowadays and it facilitates cost-saving.

I - PURPOSE and COMMITMENT

 Make your dreams happen.

 Our commitment is to create a quality service environment that encourages

excellence, mutual respect, open communication, informed decision making,
innovative problem solving and accountability.

 In commitment, we work with dedication, positive attitude and passion because

at every point of contact, by being enthusiastic about satisfying customer and
making them feel valued, we strive to exceed expectations through our
performance and our service excellence values only guide our work.

II - COMMUNICATION and RESPONSIVENESS

 It refers to the degree that what YOU say, responds clearly and directly, to what
the other person just said. If you are being responsive, the other person knows
you are paying attention, and care enough about what he or she is talking about
to “stay on that topic”.

 Ensure positive and transparent communication. Meaning, it needs open

communications with customers as well as employees because it is an essential
to the long term success of any business.

 Speak with good purpose through speak honestly and kindly.

III - PROBLEM SOLVING and EMPOWERMENT

 We are committed to an environment that proactively works to predict and

actively seeks to solve problems. We celebrate our successes and continually
embrace and learn from our challenges. We encourage initiative, creativity,
innovation and dynamic behaviour in all we do.

 Failure leads to success because we learn from mistakes. Meaning, it needs to

resolve issues before the customer feels pain or unnecessary behavior.

IV - ACCOUNTABILITY

 Is our ability to account for our business actions and decisions.

 Meaning, we take ownership of our work and promptly correct mistakes to the
greatest extent possible because we hold people accountable at all levels of the
organization. It is our willingness to show our customers that we really do care
about them, and carry with this an unspoken pledge to respond to a customer’s
request information or help.

 As well as we value the ability of our staff and organization to honour our
commitments, to clients and to each other.

V - TRANSFORMATIVE ASSESSMENT

 Is a form of assessment that uses “institution-wide assessment strategies that

are based on institutional goals and implemented in an integrated way for all
levels (the course, the program and the institution) to systematically transform
teaching and learning”.

 Continually seeking to improve the customer experience by searching

opportunities to support co-workers and work more efficiently as a team by
improving processes, practices and systems.

 Flexibility of willingness to do things differently…