Blog Archives




 
  • The Insider's Culture

    By ServiceElements, Christine Hill - Wednesday October 24, 2012
    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...
  • Customer Culture

    By ServiceElements, Christine Hill - Wednesday October 17, 2012
    The 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...
  • The Four Service Culture Profiles

    By ServiceElements, Christine Hill - Wednesday October 10, 2012
    Over 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...
  • Customer Service Strategy: Transformation Vs. Transaction

    By ServiceElements, Christine Hill - Wednesday October 3, 2012
    Questions 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...
  • How to engage or re-engage employees ... Where to begin

    By ServiceElements, Christine Hill - Wednesday September 19, 2012
    Engaged 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...
  • "Adhering to Process & Procedure -- Follow-Up"

    By ServiceElements, Christine Hill - Wednesday September 12, 2012
    Processes 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...
  • Adhering to Process & Procedure

    By ServiceElements, Christine Hill - Wednesday September 5, 2012
    Sometimes 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...
  • Creating an Organization that is Truly Customer Service Focused

    By ServiceElements, Christine Hill - Wednesday August 29, 2012
    Customer 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...
  • Leadership Basics

    By ServiceElements, Christine Hill - Wednesday August 22, 2012
    Some 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...
  • "The Stages and Dynamics of Change"

    By ServiceElements, Christine Hill - Wednesday August 15, 2012
    Dealing 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...