Blog Archives
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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... -
Leadership Basics
By ServiceElements, Christine Hill - Wednesday August 22, 2012Some questions that can promote discussions within your department or organization: In our organization/department, who exercises leadership? CEO and Executive Management Team Division and group-level managers Employees All of the above Leadership is exercised primarily through… The organizational chart Individual actions The implementation of efficient processes Is everyone on the same page? Is there disagreement with either of the questions above? If so, promote the discussion. Some personal questions that individuals can ask of themselves: How do I influence? Do My actions reflect leadership? Leadership is the power to... -
"The Stages and Dynamics of Change"
By ServiceElements, Christine Hill - Wednesday August 15, 2012Dealing with change is quicker and faster for some people or organizations than others. In these turbulent times, some companies flounder while others embrace the fast speed of change and flourish. As the old saying goes, “The only thing that is constant is change”. So once managers and individuals understand how change affects them and their organizations, they can be better prepared to make the required adaptations. This will make things go much smoother when trying to make the required adaptions to a new situation, whether it be in personal life or at work and whether it be an individual or an organization. There are certain stages and dynamics that occur in most any type of change. These stages do not necessarily occur in the... -
"Being A Trailblazer of Change"
By ServiceElements, Christine Hill - Wednesday August 8, 2012The main impact that is common place in all change is that change brings on stress. The stress can be positive stress or it can be negative stress. That decision lies with the individual who is experiencing the change/stress. It is important to keep the stress in a positive light by thinking of oneself as a “trailblazer of change” and not as a “victim of change”. There are steps that can be taken to proactively prepare for change and the mindset needed to successfully process the endeavor. Here are some steps to take toward being a trailblazer of change instead of a victim: List the changes that are currently occurring in your environment. Understand the stages and dynamics of change that everyone goes... -
Managing Change
By ServiceElements, Christine Hill - Wednesday August 1, 2012Organizations, departments, and people trying to stay relevant in today’s business world are dealing with change on a daily basis. It is no longer a question of “whether there is change occurring daily”, but “at what speed is it occurring in your organization, department or life?” The process of dealing with change is in many ways similar to the process of grieving. There are steps that MUST be completed in the change process (although not necessarily in the same order each time) just as steps must be completed in the grieving process. These steps are normal, necessary and inevitable. Change could be as simple as having to adjust your route to the office because of road construction. Or change could be as... -
The Blind Men
By ServiceElements, Christine Hill - Wednesday July 25, 2012Here is a riddle: Six blind men were surrounding a large object in the middle of the room. Each man could feel a part of the object and felt certain that he knew what was in front of him. The first man spoke out, “It is tall and rough. Most certainly it is a wall .” “Oh no—it is long, pointed and smooth. It must be a sword ,” said the 2 nd blind man. “From my perspective, it feels like a snake ,” replied the 3 rd blind man. “How can it be a snake, sword or wall when it is shaped as round and sturdy as a tree trunk ?” asked the 4 th man who was also blind. The 5 th and 6 th blind men were just as certain as the previous men. One thought it is was a fan and the last was sure that it was a rope... -
Looking for Service Magic
By ServiceElements, Christine Hill - Wednesday July 18, 2012Successful companies recognize the critical importance of service (or they wouldn’t be successful). And, they understand the need to continuously improve their service levels. Organizations serious about meaningful improvement face two choices: 1) Use internal expertise and resources to design and implement the service upgrade program , or 2 ) Turn to a professional in the field who can help develop, implement and guide the plan. This article will address and recommend external assistance in most cases with regard to providing service. Of course there are many alternatives from which to choose, but typically the field narrows very quickly to just a few credible options. Usually, it includes a couple of name brand practitioners... -
Customer Culture
By ServiceElements, Christine Hill - Wednesday July 11, 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... -
Technical Culture
By ServiceElements, Christine Hill - Wednesday June 27, 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 June 20, 2012Last week we explained that the first customer service culture profile is called the Insider’s culture. The 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 inTexasperhaps 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...
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