Blog Archives
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Market Culture
By ServiceElements, Christine Hill - Wednesday November 7, 2012The topic of last week’s article was Technical Culture. Technical Culture has to do with the knowledge, skills, and abilities (KSA) of those who work within an organization, and it also speaks to the efficiency and effectiveness of the work processes that enable people to do their jobs. This week’s topic is the Market Culture. The Market Culture contrasts with the Technical Culture in one main respect: it is outwardly focused on the customer and external constituents rather than inwardly focused on the talents of the people within the organization. The KSA of individuals within the organization are used as a tool to respond to what the customers want or to shape their perceptions. Naturally, then, Market Culture driven... -
Technical Culture
By ServiceElements, Christine Hill - Tuesday October 30, 2012Technical proficiency within an organization has to do with the knowledge, skills, and abilities (KSA) of those who work within that organization. Do they have the requisite KSA to execute, technically, on delivering the product or service that the organization promises to provide to its customers? If so, then the Technical Culture within the organization is likely strong, provided that two other elements exist: training and effective standard operating procedures (SOPs). Training is critical so that everyone, from line services to customer service representatives, can grow their expertise and keep up with current developments in the field. Effective standard operating procedures are developed by expert people and ensure efficiency... -
The Insider's Culture
By ServiceElements, Christine Hill - Wednesday October 24, 2012The Insider’s culture pays attention to internal customers and the relationships between and among them. But what exactly does this mean? An organization that pays attention to the relationships between and among internal customers is basically interested in making sure that the people who work within that company (the employees) have productive, positive relationships. The description of a regional airport somewhere in Texas perhaps best demonstrates the Insider’s culture. (The name of the airport will be changed so as not to put the organization on the spot, even though the example is complimentary). Employees at Don’t Mess with Texas Airport (DMTA) regularly receive training in areas related to conflict, communication... -
Customer Culture
By ServiceElements, Christine Hill - Wednesday October 17, 2012The Market Culture and Customer Culture are both focused on the external customer, but the difference lies in the nature of that focus. The Market Culture seeks to discern technical wants and needs of the customer; the Customer Culture seeks to understand the feelings and perceptions of customers through effective interpersonal communications. Perhaps there is a relationship between the two, but there are important differences, from a customer service standpoint. Consider the powerful truth of the following point: it is not whether you solve a customer’s problem in exactly the way they want it to be solved (technical solution); what is important is that the customer feels like you are doing all you can to address their problems... -
The Four Service Culture Profiles
By ServiceElements, Christine Hill - Wednesday October 10, 2012Over the years, Gene has been a part of or worked with many different organizations within aviation: charter management companies, corporate flight departments, flight planning organizations, and airports. Gene’s breadth of experience has given him exposure to many different cultures within aviation, but there seem to be consistent patterns in the culture of competitive companies. Gene’s observations are captured below, in the explanation of the parameters that define a true service culture. First, both technical skills and what we might call “relationship” skills are part of every excellent organization’s service culture. Twenty years ago, a mechanic, line services employee, or pilot might have thought that as long... -
Customer Service Strategy: Transformation Vs. Transaction
By ServiceElements, Christine Hill - Wednesday October 3, 2012Questions for reflection: What kind of customer service does our organization provide? Is it a series of transactions that get the job done? Or is our customer service an uplifting, transcendental experience that leaves the customer transformed? A transaction is an exchange of goods, services, or money. Transactions happen across the world everyday in business. The customer gets what they ask/pay to receive. Sometimes the customer does not get what they ask for, but they get what the service provider is willing to provide. The procedures are all outlined in the policy manual. The service providing team knows the steps that must be taken in order to complete the transaction. Mr. Big wants to fly from Point A to Point B by the... -
How to engage or re-engage employees ... Where to begin
By ServiceElements, Christine Hill - Wednesday September 19, 2012Engaged employees want their organizations to succeed when they feel connected emotionally, socially and even spiritually to its mission, vision and purpose (Fleming & Asplund, 2007). However, experts indicate engagement is very low among workers today. Given this fact, it stands to reason why so many companies struggle to meet customer expectations, financial goals and employee satisfaction. So how and where do organizations begin to engage or re-engage their employees? Below are a few suggestions: Establish and communicate clear company goals frequently, repetitively and through various communications modes. Find each individual’s talent, and help him or her to use that talent and strengths every day... -
"Adhering to Process & Procedure -- Follow-Up"
By ServiceElements, Christine Hill - Wednesday September 12, 2012Processes and standard operating procedures (SOP’s) are developed and put in place to benefit management, employees and customers one and all. These tools help resolve the common issues faced every day by stating a protocol for dealing with them in a consistent and efficient manner. This helps us all to stay safe and within Federal, State and Local rules and regulations. It also makes us faster, more efficient, better service providers and keeps consistency in the service we provide, right?? Unfortunately, as we read last week’s customer service story in “Adhering to Process and Procedure”, this is not always the case. So when do we pass the red caution tape warning us that our helpful processes and procedures may get in the way... -
Adhering to Process & Procedure
By ServiceElements, Christine Hill - Wednesday September 5, 2012Sometimes service in organizations falls by the wayside because processes and procedures get in the way. Here is an extreme example: (More discussion on Processes and Procedures to follow in this column next week) Family Member: 'I am calling to tell you she died back in January.' Service Provider : 'The account was never closed and the late fees and charges still apply.' Family Member : 'Maybe, you should turn it over to collections.' Service Provider : 'Since it is two months past due, it already has been' Family Member : So, what will they do when they find out she is dead?' Service Provider : 'Either report her account to frauds division or report her to the credit bureau, maybe both!' Family Member : 'Did... -
Creating an Organization that is Truly Customer Service Focused
By ServiceElements, Christine Hill - Wednesday August 29, 2012Customer service has many connotations. Some people associate it with restaurant or retail companies. Others associate it with someone who deals directly with a customer. Still, other people think of someone answering a phone at a call center. Though the perceptions of customer service vary, standout organizations DO make customer service a central strategy to differentiate themselves. This is true for companies ranging from WholeFoods to Google—and it is more important in the aviation industry than ever before. Think about these questions: What will differentiate one airline or aircraft management company from another? How will an airport signal ongoing business value to its executive passengers? Should an airport...
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