Most organizations have vision and mission statements plastered on their walls, but too often, that is exactly where it stays. Creating a culture of service is not easy and it begins by understanding the purpose statement of the organization, including their values and factors that differentiate them from their competitors. Once these are identified, we begin creating a service culture program for team members to help them deliver the level of service that is aligned with the organization’s purpose.
Service Culture training and service training are two different things. Service training is about the basics of customer service such as smiling and being polite to your customers or guests. This level of service does not build loyalty or long-lasting satisfaction with customers; it is short term and often forgotten by the time team members leave the training. Service culture, however, goes much beyond this. Service culture ensures that the service delivered is memorable, targeted at the highest levels of satisfaction and most importantly, making an impact because of the emotional connection it has to your customers.
Here and Now Consulting has designed and delivered Service Culture programs for organizations around the world. Using the foundations of our Hospitality background we are able to design custom programs using our unique RSD Phased Approach. This begins with helping an organization understand their purpose statement and values by which they live. Once we accomplish this, we clearly define our goals and develop the key metrics we will use to measure progress toward those goals.
This leads us to the designing a unique service culture program that helps your team members deliver service through the lens of the organization’s values in order to move key metrics. We design programs using an integrated approach of experiential activities, proven theories and solutions, open discussions and healthy debates.
If you are tired of “off-the-shelf” training programs and are looking for a unique, custom- designed service culture program, look no further. Let us help you unleash the full potential of your team and help create loyalty beyond reason for your customers and guests.