Service Experience/ Service Concept - Report

SERVICE ORIENTED CULTURE / CLIMATE

TABLE OF CONTENTS

Page 1 : Title page

Page 2 : Table of contents

Page 3 : Executive summary

Page 3 : Introduction

Page 4 : Service oriented culture and climate -as a service concept

Page 4 : We want customers to come back

Page 5 : What is meant by service culture

Page 5 : Service oriented culture-initiation

Page 9 : Behaviour change

Page 10 : Motivation

Page 11 : Systems , Training , Innovation and Technology initiatives

Page 12 : Manpower training first : rest next

Page 12 : Recommendations and conclusion

Page 14 : Appendix

1

Page 18 : Appendix 2

Page 21 : Appendix 3

Page 24 : Bibliography

Executive Summary

In today 's competitive business environment , an organisation should ensure that , it renders its goods or service to the expectation of customers for survival and excel . During this process it keeps its customers happy and delighted to have a repeated business and thus profits

This reports emphasis on having a service oriented culture and climate in organisation to attain the said goal of retaining the customers . It discusses that the culture should start from CEO to the customer contact person . Process should be fair and well documented . Motivation organisational communication , employee satisfaction which reflects in customer satisfaction , employee motivation and training are important aspects during implementing and maintaining service oriented culture are elaborately discussed in this report

Introduction

The service industry is growing exponentially in size and importance

Competition forces the business process to pay more attention to satisfy the customers by providing strong customer service . High quality customer service earns a strong reputation for business and products Also it supports continued purchases and revenue from the existing customers . For business to be successful it should meet the needs of their customers and should build a network of loyal customers through a process of rewards , incentives , and loyalty and quality services . When we create a service culture , we can see its impact on the organisations revenues , profits and market share . When we breed the service culture in the organisation , it will become a way of life and the bottom line impact is evident . Anyway these things are easily said than done . To achieve this , organisations should be customer centric with service culture inculcated deep root . Refer Appendix 1 to 3 in 14 to23rd pages in this report . They are three different service experiences encountered by the customer in different situations . These service experiences relates to different service concepts . Out of the three service concepts indicated and experienced , it was felt that Service oriented culture climate is very relevant to explore in current situation and this report discusses very elaborately about the importance of service culture in an organisation , the process , the attributes , importance and way to achieve the same

Service oriented culture and climate-- as a service concept

In to attract customers and increase their loyalty , marketers try to associate their products with an element of service to it It costs a lot more to attract a new customer than to retain an old customer (Oliver , 1980 . This old...