From this Chapter, I learn how customer's satisfaction is so important in any business. Service culture is customer's goals , aims, ethics, and drivers on a daily basis.
1.Service culture need a good leadership, the leader must have a vision and a mission to be able to identify your customers. Then, the service vision must be translate into service mission.
2. You need to have a customer focus. identify who are your customers, what your customer wants, recognize the internal customers and determine the team's position in the service chain.
4 steps to customer satisfaction
1. Feedback. feedback is the foundation of customers service. A company who takes feedback seriously, will have continuous improvement on their services.
2. Behaviour. Take things professionally, not personally. Although the fault might not at you, but it's not at the customers either. So, keep the spotlight at the issue, not the individual, solve the problem professionally.
3. Reinforcement. Building a relationship with customers are very important, thus this step is to emphasize on building a relationship not rightness. We should solve problem without blaming your customers, yourself and your co-workers. Continue to encourage customers to write feedback and develop ways to measure and evaluate it.
4. Satisfaction & Success. If customers are satisfied it means success, because, you created a lasting impression., you provide better services, and you empower your staff.
It is important to keep customers satisfied, unsatisfied customers will create a service gap, where service promised is not delivered. It is important to have service guarantees for customers. You tell customers what to expect, but do not over promise, keep the customer loyal, as you satisfied customers they have confident in your product.
