Professional Documents
Culture Documents
SERVICE DELIVERY
The Critical Importance Of
Service Employees
Key focus on customer contact service employees because:
They are the service
Internal External
Marketing Marketing
enabling setting
promises promises
Internal Environment
Str ard nd
Te nte kills
Tr nica tive
Re ure a
ch rac
ai n l
Hire the
I S
Pe ervi g
ers
fo and
Right People
rfo ce
S on
w
as
r
rm
Me
Develop
Customer-
Employees
Empower
Employees
Customers
Retain the People to
Oriented
Treat
Best Deliver
as
Service Service
People
Delivery Quality
Em th any’
wo e
rk
Inc yee
am ot
Provide
plo e
Te rom
Co Visio
lud s in
Needed Support
mp n
P
e
Systems
De
Se velo
s
e
ur l
or rvic p as a
i
Int ente -
e
Provide Me tern e
Pr e r n d In rvic y
oc Supportive Se alit
es al
se
s Technology Qu
and
Equipment
Hire the Right People
Compete for the best people
Identify the people and compete with other organizations to
hire them
Be a preferred employer
Provide career and growth opportunities, excellent internal
support, attractive incentives etc
Develop People to Deliver
Service Quality
Train for technical and interactive skills
Ongoing training in necessary technical skills like cash
machine procedures, accounting systems in hotels
Interactive skills allow employees to provide courteous,
caring, responsive, and empathetic service
Empower employees
Empowerment means giving employees the desire, skills,
tools, and authority to serve customer
Frontline providers need to be empowered to
accommodate customer requests and to recover on the
spot when things go wrong
Employees need the knowledge and tools to be able to
make these decisions
Positive benefits of empowerment: reduction in job
related stress, improved job satisfaction, greater
adaptability, and better outcomes for customers
Promote teamwork
Teamwork enhances the employees’ abilities to deliver
excellent service
Build an interactive community of coworkers who help
each other
Encourage the attitude- “everyone has a customer”
Team gals and rewards also promote teamwork
Provide Needed Support
Systems
Measure internal service quality
Internal customer service audits can be used to implement a
culture of internal service quality