Why is service culture important

SERVICE CULTURE - A VERY INDIVIDUAL TERM

Service culture is a commonly used term, although there is no official definition for it. An attempt to define service culture can be as follows: Service culture is to be understood as the culture of a company that is shaped and guided by service and customer-oriented values. However, which values ​​shape a service culture cannot be uniformly defined. Every service organization has to find its own answer to this question.

 

THE DEVELOPMENT OF A SERVICE CULTURE IS A PROCESS

The sustainable implementation of a service culture is a long process. In many companies it can be observed that the development of a service culture is completed with the definition of service values ​​or rough guidelines. However, after this first rough alignment, the real work begins. The basic ideas defined on the sheet require discussion and reflection at all levels of the service organization - from the service manager to the service employee.
Furthermore, four other factors are important for a sustainable implementation of a service culture:

  1. Meaning & motivation
    The first step in developing a service culture is conveying the purpose and motivation of why a service culture is important to the company. Only when employees have understood the goals and benefits associated with them is the likelihood that they will support the project much higher.
  2. Structures & processes
    The second step is to ensure that structures and processes support the employees in their service-oriented actions and do not hinder them.
  3. Skills & Knowledge
    Furthermore, it must be ensured that the employees have the appropriate skills to fill a service-oriented culture with life. If it is found that employees have deficits here, appropriate personnel development measures must be set up.
  4. Managers as role models
    The last and at the same time most important step in the implementation is that managers become aware of their role model function and exemplify the values ​​defined in the service culture every day.

 

SERVICE CULTURE AND SERVICE PROCESSES MUST BE IN BALANCE

Just as there are companies that have a preference for "hard" topics such as processes and structures and thereby neglect "soft" factors such as service culture, there are companies that have a strong focus on "soft" topics and leave structural issues out of the way However, it is important that service organizations first recognize what their preferred playing field is and ensure that there is a good balance between measures to improve service processes and the service culture