Task A: Building a Service Culture

In the first part of this workshop, it focused on the management regarding on how they can form a good service culture. They started on leadership, finding the man with the essential leadership qualities to set the team going. Firstly, they would have to set service vision to tell their staff about what are the core contributions to customers and decide what we want to portrait the company. After setting the vision, we can change the visions into missions.

We also have learnt about the differences of managers and leaders. This would ensure that we can identify who to approach or follow at which point of time.

Then we learnt about our customers, about who they are, what they want, identify internal customers and determining the team’s position in the service chain. I believe that this would be the basics to satisfying our customers. It is essential to know about our customers, service standards that we want to set and provide for our customers before we can carry it out in actions.

Every company is unique and has its own culture. It is extremely important to develop a right culture which makes the staff feel belonged and unique. The service culture can be shaped by the management style and the characteristics of the staff. This would greatly affect the style of service provided to the guests. In the workshop, we were given an example on the “Lands End, Inc”, it shows us on the service culture of the company and shared with us how they treat their stuff like customers and having a 100% money get back policy to make their customers feel safe buying their products online. They treasure every customer and want to provide them the best.

Thus, I learnt that they best way to keep our customers is to provide them with what they want and to achieve that we have to motivate our staff first. One of the best way is to motivate our staff as only satisfied staff would be able to make customers satisfied.