Here are the final two of the six principles of Developing and Managing a Service Culture:
5. It must focus on the staff experience as well as the customer experience
If staff members feel committed, motivated and positive about the company, their place of work and their managers, they will deliver the best possible service. Any programme should look at what can be done to improve the staff experience.
Staff also must feel engaged with the development of the programme and be involved in its design and implementation.
6. It is ongoing
A service culture programme has no end point! (It is a journey without a destination!). The best service providers are constantly looking at how they can improve their service performance, they never sit still
The programme must be embedded into everyday life (weaved into the fabric of the organisation). This includes: – Recruitment & selection, HR procedures, performance management processes and leadership competencies.