Blog Archives
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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... -
The Four Service Culture Profiles, Part II
By ServiceElements, Christine Hill - Wednesday June 13, 2012Every aviation-related organization, from an airport to a charter management company, has a customer service culture. The unique customer service culture of any organization is described by a combination of characteristics. Certain characteristics align with one of four customer service culture profiles. Ultimately, our organization’s total customer service culture is a combination of all four profiles, though usually one cultural profile is more dominant than the others. The concept of customer service culture can be applied to an entire airport location or individual departments within that location. The first customer service culture profile is called the Insider’s culture. The Insider’s culture pays attention to internal... -
The Four Service Culture Profiles
By ServiceElements, Christine Hill - Wednesday June 6, 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 as they... -
The Reality of Service Culture
By ServiceElements, Christine Hill - Wednesday May 30, 2012The aviation industry has a long history of doing business on an international stage. Passengers, flight crews, and the people who work within the industry are from every corner of the earth. On any given day, an airport located in what might be considered even the remotest of locations will play host to international government officials who are flying with international flight crews who work for a multinational corporation. It is, in fact, an assumption and expectation that those who work within aviation demonstrate an appreciation for and sensitivity to the cultural differences found among the passengers who populate the industry. But while employees and managers within aviation have an almost natural, implicit awareness of culture... -
Telephone Etiquette for a Service Organization
By ServiceElements, Christine Hill - Wednesday May 23, 2012Although emails and instant messaging have become very popular as social communication tools, the phone call is still very important for doing business. The protocol for speaking on the phone has certain rules of etiquette that most would think are common knowledge. But are they common practice? It is a good idea to revisit the rules of telephone etiquette from time to time with the team so that everyone is consistent in their use of the telephone—including answering calls, making calls, leaving messages when calling out and the voicemail message that answers your own extension when you are not available. There should be a consistent way of answering the phone at your organization. Everyone should have the same greeting when...
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- 05/21/13 - 05/23/13
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Conference/Expo, Atlanta, GA
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- 06/05/13 - 06/06/13
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