Creating A World Class Culture of Service Excellence 

Introduction | Course Initiative | Request for Assistance

"All organizations are in the business of service, but most don't realize it, because they think service is for those in the service and hospitality industry.

The majority of organizations pay no attention to service standards,so they provide abysmal service and suffer the consequences of it. The minority are good at it, not because of their service standards but because they happen to have hired key people who are naturally service oriented. Unfortunately, when those key service oriented people leave they take their good service ethics with them.

Very few organizations are great at service as it takes a concerted, professional, top-down effort to be so.

That leaves us with the rare few who are excellent at service. They are excellent because they put service at the core of what they do and settle for nothing less than to provide an excellent customer experience. These are the rare few organizations that we refer to as world class. We frequent them often because they have gained our share of heart. We know they also have our share of wallet, but we are happy to have them have it. In fact, we encourage our friends, family and colleagues give them share of wallet too." - Manoj Sharma

Introduction

Increasing your internal and external service standards are pivotal for your organization to be or remain a world class. Traditionally, service was often seen as an initiative for front-end customer service staff only. Today, it is well appreciated that, for an organization to profit financially and non-financially, everybody from the top person down needs to embody the spirit of service excellence wholeheartedly. This requires Creating a World Class Culture of Service Excellence at every level of your organization. 

Many leaders are aware that the heart of service practiced conscientiously can catalyze their entire organization towards greater profitability and fulfillment. Yet, amazingly, very few leaders have the will power and foresight to implement a comprehensive, organization-wide service initiative to gain a solid competitive advantage. 

They fail to pay enough emphasis on the connection between providing excellent service and its direct correlation with retaining existing customers and gaining new customers. Sadly, most organizations tend to conveniently overlook their service oversights and are slow to realize that with every service related mind set, skill set and business set shortcoming they are immediately and systematically destroying their organization's competitive advantages. Since creating a culture of service excellence has the potential to be your lowest cost, highest profit activity, isn’t it time you ingrained it as part of your organization's DNA?

A systematic 12 step approach to guarantee a world class culture of service excellence

DifferWorld’s systematic approach to creating a culture of service excellence encompasses a world class, step-by-step process. Through this process, we will...

1. Objectively measure and benchmark your entire organization's service standards, at all major internal and external customer touch points.
2. Accurately identify your highest leverage areas of key improvements, across your entire organization.
3. Project the direct and indirect benefits of service related improvements on your overall customer satisfaction levels, across your entire organization.
4. Develop your unique world class service strategies to up your service standards, across your entire organization.
   
5. Fully customize all your subsequent service related initiatives towards creating a world class culture of service excellence.
6. Enhance your service mind sets, across your entire organization.
7. Improve your service skill sets, across your entire organization.
8. Groom world class service champions, across your entire organization.
9. Evolve your service impacting business sets (processes, policies and systems), across your entire organization.
   
10. Involve your organization's top leadership and service champions in ongoing industry wide service excellence platforms.
11. Objectively re-measure and re-benchmark your entire organization's service standards so you are clear on your service return on investment.
12. Continue to assist you adopt and implement the best innovative service improvements, across your entire organization, year on year.
    

All of the above is done by getting contributions and buy in from key stakeholders at all levels so you, your teams, your organisation, your shareholders and of course your customers exponentially profit from you creating a world class culture of service excellence.

The initiative is a fully customized, objective driven combination of the following…

Step I – Creating a Service Excellence Mindset

1. Gaining clarity on your unique service related problems, challenges and difficulties
2. Focusing on the issues at hand and crystallizing the issues behind the issues
3. Examining how people normally deal with their service problems, challenges and difficulties
4. Realizing why these normal strategies don’t work and what you need to focus on
5. Exploring possible solutions you, your teams, your organisation are looking for
6. Identifying the different types of solutions worth looking for
7. Exploring multiple relevant service solutions
8. Appreciating the philosophy of problems and solutions
9. Appreciating human dynamics to appreciate service
10. Examining people’s devotions and their lack of devotion to service and what causes it
11. Exploring people’s and your preconceived notions when it comes to service
12. Identifying the preconceived notions that have held you back from serving
13. Illuminating your mind as to the heart of service and shifting your service paradigm
14. Identifying what you are willing to do to take a step forward in service

Step II – Mapping Service Strategies, Identifying Skillsets

1. Coming up with your service strategies
2. Strategizing how to put your strategy into action
3. Identifying mindsets and skill sets required to give your strategies the best chance of success
4. Practicing and enhancing skill sets inclusive of service communications in different scenarios
5. Playing The Chocolate Cake Game to differentiate between a product, a service and an experience
6. Creating new resolutions and resolves in and around new service standards

Step III – Evolving Service Business Sets

1. Fully customized step towards translating the new mindsets and skillsets towards evolving business sets that involve policy, procedures, processes, rules, guidelines, modus operandi, systems and structures
2. Identifying the shortfalls, workability and windfalls of the old systems
3. Envisioning new more ideal systems
4. Implementing the new more ideal system in a workable, self-appreciated, people & environment factored and customer centric way

Step IV – Coaching Service Champions

1. Developing key people at all levels as service champions
2. Educating on coaching best practices
3. Coaching codes of conduct
4. Learning and practicing core coaching technologies, methodologies and techniques
5. Learning how to boost service performance and fulfillment and tie it in with profitability
6. Coaching case studies and practice sessions

Step V – Sustaining & Scaling Your Culture of Service Excellence

These are a series of 7 continuous development modules created for the explicit purpose of sustaining the momentum of the other four steps of Culture of Service Excellence. These can be delivered in keynote form, in smaller groups, through various multimedia channels and even though your own Service Champions who can be effectively developed through coach-the-coach and train-the-trainer initiatives,

Module 1: Service – A Gift to Humanity
Through this initiative you and your organisation will recognize service for what it really is – a way of life, beyond just a job designation

Module 2: Discovering Your Service Personality
Through this initiative you and your organisation will examine your unique service personality and learn how to grow in service as a distinct individual

Module 3: Enhancing Your Service Communication
Through this initiative you and your organisation will in a simple and effective way learn how to enhance your communicate skills in relation to service

Module 4: Adding Value, Winning Customers
Through this initiative you and your organisation will learn more about the critical role of adding value towards gain new customers while retaining existing customers for business profits

Module 5: Creating Your Unique Service Experience
Through this initiative you and your organisation will work together to create a whole new service experience that will delight you, your teams, your organisation, your stakeholders and most importantly your customers

Module 6: Raising Your Service Standards
Through this initiative you and your organisation will create a step by step process towards raising your service standards in a simple and inspiring way

Module 7: Professional Service Coaching
Through this initiative you and your organisation will learn the value of being a professionally certified service coaches, the value professionally certified service coaches bring to you and the value of championing service excellence within your organisation, while setting new standards in your industry for developing exceptional service ambassadors.

Request for Assistance

The entire 5 Step Culture of Service Excellence initiative is designed to empower, enable and equip you, your team and your leaders by enhancing your personal, professional and executive mindsets, skillsets and business sets. This is achieved through DifferWorld’s proprietary people and organisational potentialisation models utilising our professional coaching technologies, methodologies and techniques.

The above initiative along with our other professional education, development, coaching, training and consultancy initiatives are presently available in the following countries...

Australia, Bahrain, Brunei, China, Egypt, Germany, Hong Kong, India, Indonesia, Japan, Korea, Kuwait, Macau, Malaysia, Mauritius, New Zealand, Pakistan, Philippines, Qatar, Saudi Arabia, Singapore, South Africa, Sri Lanka, Taiwan, Thailand, Turkey, United Arab Emirates, United Kingdom, United States & Vietnam.