What Action Should I Take to Create More Value?
Service is taking action to create value for someone else. So which action should you take?
service improvement
Revolutionizing Service Culture in the Healthcare Industry
Why a Paradigm Shift is Needed and How to Get One Started
What’s happening in the industry?
Involve Your Internal Service Providers from the Very Beginning
Where is the right place to start a service improvement program inside your organization? The answer may seem obvious. You start with team members who sell to and serve your customers. After all, customers are the ones who buy your products and use your services. They come back when they are happy and complain when …
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Aligning Leadership and Service Performance: Challenge #5 of 5
Jeff Eilertsen offers service performance insights to address five essential service challenges every organization must successfully address. In this interview with Ron Kaufman, Jeff discusses the fifth challenge, Aligning Leadership and Service Performance.
From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax “4 Star” Rating
Two years ago the national airline of Mauritius, Air Mauritius, was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched a bold attempt to achieve profitability and an impeccable service reputation in just two years. Their “7 Step Plan” included a variety of …
How to Engage Your Leadership Team for a Successful Service Culture Transformation
Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leaders must confidently share the vision, align with each other to remove roadblocks, reward ongoing success, and role-model excellent service behavior.
Increase productivity and improve customer experience by eliminating “The 8 Wastes of Service”
The 8 Wastes are central to the Lean Manufacturing system developed by Toyota. The 8 Wastes of Service are a modified version used by service experience and service process experts. The 8 Wastes of Service are not new, but regular review checks our assumptions about the service we provide.
Your employees don’t care about service targets. And here’s why!
Businesses and communities for years have developed countless theories and ‘best practices’ to either Get Employees Who Care (Service Recruitment – Building Block #3) or to Get Employees To Care (Rewards and Recognition – Building Block #5)
Are you building powerful partnerships where you work?
Each time you explore, agree, deliver and assure, the possibility for trust grows between you and the other party. In fact, this may be the only way human beings can build trust with one another.
1. EXPLORE: Find out what is important to the other person.
2. AGREE: Make a promise to do something on their behalf.
3. DELIVER: Do what you promised.
4. ASSURE: Check and make sure they are satisfied.
Are you building powerful partnerships where you work?
Service as Competitive Advantage: Creating New Value vs. Sustaining Predictable Results
When you picture a superior service culture, you may not think of a large engineering firm or a manufacturing organization. Rather, you may think about high-end hotels, top-rated airlines, or innovative retail brands. But in a competitive global market where products are commoditized and speed of delivery easily matched, quality service is a key differentiator in every industry – including financial services, manufacturing, high tech IT, telecommunications, logistics, and more.
