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Components of Service Culture

The document discusses key components of building a strong service culture, including leadership's role, employee empowerment, and communication. Regarding leadership, leaders must role model good behavior, use practices that reinforce the culture, and create conditions for success. Employee empowerment allows workers autonomy to make decisions, improving satisfaction and service. Finally, clear communication helps ensure understanding and prevents mistakes that harm customers. An effective service culture requires commitment from leadership and staff as well as continuous improvement.

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33 views14 pages

Components of Service Culture

The document discusses key components of building a strong service culture, including leadership's role, employee empowerment, and communication. Regarding leadership, leaders must role model good behavior, use practices that reinforce the culture, and create conditions for success. Employee empowerment allows workers autonomy to make decisions, improving satisfaction and service. Finally, clear communication helps ensure understanding and prevents mistakes that harm customers. An effective service culture requires commitment from leadership and staff as well as continuous improvement.

Uploaded by

7qx9fyhsgh
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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COMPONENTS OF

SERVICE
CULTURE
*LEADERSHIP'S ROLE IN SHAPING
SERVICE CULTURE

*EMPLOYEE EMPOWERMENT AND


IT'S IMPACT ON SERVICE QUALITY

*COMMUNICATION AND IT'S ROLE IN


MAINTAINING A SERVICE - ORIENTED
ENVIRONMENT
INTRODUCTION

Creating a strong service culture is essential for any


organization looking to succeed in today's competitive
landscape. Service culture refers to the set of values,
beliefs, and practices that define how a company
approaches customer service. It is a mindset that
motivates employees to go above and beyond to meet
customer needs and expectations.
*LEADERSHIP'S ROLE IN SHAPING
SERVICE CULTURE

Leader- is someone who directs and motivates a


group of people or an individual to accomplish
a certain goal.
Different Types of Leadership:
•Laissez-Faire (Delegative) Leadership-the leader sits and allows the group or members to make
the decisions on his/her behalf.

•Transformational- This type of leadership can be highly effective in organizations looking to


make significant changes or transformations.

•Autocratic Leadership- These types of leaders are usually regarded as dictatorial, controlling,
and bossy.

•Democratic- democratic leadership, there is a clear involvement of others by the leader in the
decision-making process.
LEADERSHIP'S ROLE IN SHAPING SERVICE CULTURE
1. Leaders’ Actions Send Messages to Others
- Through their words and, more importantly, their actions, leaders send messages about
the expected way of doing things
2. Leaders Reinforce Culture in Day-To-Day Practices
- leaders employ more of them more extensively which gives them greater influence over
culture. This includes the approach they take to developing plans, conducting meetings,
managing performance, developing employees, and so on and so forth

3. Leaders Create the Conditions for Success


- Leaders also determine the design of structures, systems and processes. They decide how
space is used, what artifacts are on display, and what traditions and rituals are practiced.
The thing is achieving meaningful and
sustained culture change requires that leaders
lead the way. They do this by role modeling
values and behaviors, using day-to-day
practices, and creating the conditions for
success. When this is done effectively, a
strong customer service culture is pretty much
observed.
*EMPLOYEE EMPOWERMENT AND IT'S IMPACT ON
SERVICE QUALITY
Employee empowerment refers to the practice of granting employees the authority and responsibility
to make decisions and take actions that affect their work. This approach has a significant impact on
service quality, as it enables employees to provide better, more efficient service to customers.

Empowerment allows employees to take ownership of their work, which can lead to increased job
satisfaction and motivation. When employees feel that they are trusted and valued, they are more
likely to go above and beyond to help customers, which can lead to higher levels of customer
satisfaction.
Overall, employee empowerment is a powerful tool for
improving service quality. By granting employees the
autonomy to make decisions and take action, organizations
can create a more customer-focused culture that leads to
higher levels of satisfaction and loyalty.
*COMMUNICATION AND IT'S ROLE IN MAINTAINING
A SERVICE-ORIENTED ENVIRONMENT

A service culture requires a focus on continuous


improvement. Organizations that are committed to
providing excellent customer service are always
looking for ways to improve. They measure customer
satisfaction, gather feedback, and use that information
to make changes that benefit the customer.
*By building a strong service culture, organizations can create a
competitive advantage that sets them apart from their competitors.
It requires a commitment from leadership, engagement from
employees, a custocentric approach, and a focus on continuous
improvement.

*Clear and concise communication is key to ensuring that everyone


involved in the service process understands what is expected of them.
This can help to prevent misunderstandings and mistakes, which can
lead to customer dissatisfaction and loss of business.
Overall, communication plays a critical role in
maintaining a service-oriented environment. By fostering
clear and effective communication, businesses can create
a positive and productive workplace culture that delivers
exceptional service to customers.
References
https://www.culturestrategyfit.com/culture-change-senior-leaders-must-lead-t
he-way7b58c62d#:~:text=Ultimately%2C%20leaders%20must%20create%2
0the,conditions%20for%20successful%20culture%20change
.

https://www.customerserviceskillsbook.com/wordpress/elements-of-a-service
-culture
/

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Vivamus sed
vestibulum nunc, eget aliquam felis.
https://ir.busitema.ac.ug/handle/20.500.12283/1158

https://homeofinfluence.com/the-4-most-common-leadership-styles-an
d-how-to-find-yours
/
Thank You!!!!

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