ServiceElements, an organizational development company that focuses on service in the aerospace and aviation industry is completing its first decade in 2012. Focusing on service has proven to be an increasing trend as companies are faced with a new, ever changing breed of customer expectations in the new millennium. As we start a new year, here are the top seven tendencies of service as seen in our work over the past decade with many aerospace and aviation organizations:
#7: "Good internal customer service leads to good external customer service delivery and therefore to higher organizational success. It is a natural bi-product."
#6: "People are different...perspectives are shaped by experience, generation and personality".
#5: "Most employees believe their technical abilities are stronger and more important than their people-related skills and abilities. Most issues today are people related."
#4: "Most people feel they deliver better service to their customers than to their co-workers and team members."
#3: "Employees are challenged to fully understand the extent of the customers' needs and expectations."
#2: "Knowledge and effort to meet the customer's expectations do not come from one spot, but a whole host of sources within the organization". This is a challenge for organization structure.
#1: "Delivering a consistently high level of service is challenging and complicated given today's complex business aviation environment." This is not as simple as we once thought.
Best Wishes for a Successful 2012!! Happy New Year! Remember----focus on Service!
