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Open Space Technology
Issues and Opportunities in Creating a Culture of
Service Excellence |
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Report |
| Topic: What are
the characteristics of great customer service? |
| Topic #: 6A |
| Initiator: |
Participants:
- Florence
- Veronica
- Michael
- Keith
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Notes:
- Repeat Business
- Positive Feedback from customers
- Letters
- Phone calls
- Referrals
- Satisfy or exceed customer expectation
- Brand image for service
- Public – academia
- Industry
- Total service mentally pervades whole organization
- Front & back office
- Organizational ‘systems’ support in place and
working
- Technology
- Business process
- Training
- Management direction and support
- Rewards
- Satisfied employees
- Low turnover
- No strikes
- Low level of employee complaints
- Company actively solicits customer feedback
- Sustained service quality
- Organization sensitive & flexible in meeting
needs
- Organizations’ use of customer-centric language
- Internal
- External
- Investment in service systems & people should
be:
- Real
- Transparent
- Internal & external people systems have to be
in sync
- Organization provides communication channels to
encourage employees’ feedback
- Service improvement
- Complaints
- Service has to be key part of corporate vision and
driven from the top
- Service provided from the heart, not just as set of
competencies
- Management shows respect for their employees
- Partnership mentally
- Creative and fun work environment treat staff as
value adding assets
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