SERVICE CULTURE MINDSET
By: Group #3
Quino, Sherie Ann T.
Gimantog, Leah Ann C.
Palaypayon, Jessa M.
Barcenilla Micah Rose P.
BSBA FM-2D
What is Service
Culture Mindset?
A Service Mindset is a outlook that focuses on creating
customers value, loyalty and trust. It wants to create a
postive and indelible imprint in the customer’s or
even in the prospec’s, mind. To do this, a business has
to care about the customer or propect experience and
work continuously at enchancing it.
The 6 Service Mindsets To
Achieve a Positive Service
Culture
Many argue that right now, we are more
connected than ever before thanks to
technolog. But at what cost does this hyper- fast
connection come? As franchisees, we more
often than not, provide products and services to
customers without ever having a face to face
conversation.
Make it emotional
As well as a speed m, efficiently and consistency,there is a less
tangible measure that we talk about and critque when we are
served as customer: the emotions that we experience within an
employee in the moment of service.
Consider the inherent power of a service provider in their
relationship with the customer:
An employee will make a customer feel important or will not.
An employee will make an interaction feel personal or will not.
An employee will be 100 per cent attentive to the customer or
will not.
An employee will give meaning to the customer’s purchase or
will not.
An employee will allow the customer to feel connected to your
brand or will not.
How a customer feels when they interact with your brand relies on
how your employee makes them feel, while serving them at the front
line.
Yes, customers can feel a connection to your brand by watching a great
video in store or on your website, or experience your brand when they
taste your products; however, it is how they are treated that lingers
long after this.
Humans have the unique capability, unlike any robot or automated
solution, to provide an interpersonal interaction that creates the social
bond that we all look for when seeking connection.
The real challenge is to, therefore, embrace technology and
automation without compromising emotions and customer
relationships.
Win their hearts and minds
When it comes to winning the hearts and minds of your cus­tomers, it’s the behaviours
of your frontline employees that influence your whole organisation’s performance and
results.
How customers feel when they interact with your employees determines how they feel
about your com­pany itself. This is what determines whether they will be a one-click
wonder or a customer for life.
Procedures and steps of service may be great for robots and androids, but it’s the ways
in which your service staff act and the emotional connection they create with your
customers that will determine your ultimate success.
Rather than look at complex customer service strategies and ways to engage your staff,
you must look to the most powerful and influential people in your business – you and
your frontline employees.
Adopt a service mindset
So even if everyone in your business is already excellent at what they do,
sharpening their behaviours at work will contribute to a service mindset that will
give you and your organisation an extra edge.
When we are highly tuned in to the people in front of us we start to frame
questions differently, pause before we speak and even start to see things from
someone else’s perspective.
Small business owners and leaders who operate with a service mindset help
build a service culture: a high-performing culture where customer loyalty is
constantly increasing. In fact, if we were to replace the word ‘customer’ with
‘humans’, we could say that our goal in business is to cre­ate greater loyalty with
other humans
Your six service mindsets
So the best, simplest and easiest way of developing this
success­ful service culture is to work on your service mindset.
This is a continuum of behaviours that impact your employees’
performance, which in turn impacts your customer interactions
and loyalty, creating a virtuous circle that enhances your whole
business
The six mindsets you need are:
Empathy – Practice empathy to create a team of
employees who feel understood. Cultivating trust in
this way is essential if you have teams who are
continually coaching, mentoring, teaching and
caring for others.
Questions – Show sincere interest in your
employees as humans to help them grow into their
role. Ask the right questions, and you’ll start to
encourage your staff to think for themselves and
learn the effect of their decisions.
Energy – Shift the focus, the energy, onto supporting all employees
to deliver great service. What you give attention to, grows.
Heart – Trust and appreciate your staff and they’ll have a greater
willingness to serve, which automatically increases their
discretionary effort. This creates a cumulative advantage for a
business.
Purpose –Make staff feel valued and that will motivate them
further. An engaged workforce interacts with your customers more
positively and this creates customer loyalty.
Practice – Seek information, develop your people and helping
them grow in their working roles. Knowing that you are only as
good as your last performance is key to continual growth and
improvement and business longevity.
What you need to see is that human capital is just
that: a capi­tal investment in your organisation and
your brand. When we yield better actions from our
employees we will yield better results in our business.
When you do this, when you build this service
mindset (instead of an automatic one), then and only
then, do you start to move the needle in your
business and watch you profits soar.