Creating a Service Culture
Maintaining a high level of customer loyalty is a critical driver for most organizations. But having satisfied customers just doesn’t cut it anymore. Creating customer loyalty (or, in health care, patient loyalty) is the only way to sustainably grow your business. That takes a service culture.
All too often, it’s easier to think of your last negative customer service experience than your last positive one. That’s because the service world is filled with poor to average service. Loyalty, on the other hand, requires a culture in which service focus cascades down from senior management to the front line—an organization-wide commitment to delighting customers (or patients and their families) as well as employees. And your talent management strategy needs to ensure you are identifying and developing the skills your employees need to move the culture.
A Total Systems Approach
DDI understands the impact of customer loyalty on organizational success, and we have the total systems approach needed to create and sustain a true service culture.
We help you attract and retain customers by providing:
- Senior management consulting focused on the five service success factors of communication, alignment, skills, accountability, and measurement
- Selection technology to ensure that you’re hiring and promoting customer-focused people
- Assessment tools to measure and track service skill levels
- Service leader skill development so that leaders can create and support a service culture
- Service provider skill development to equip individual contributors and team members to handle challenging interactions, work well in teams, and continuously improve processes
Specific solutions and products you may want to take a closer look at include:
- Interaction Management®: Exceptional Performers Series (IM: ExPSM) “gives your individual contributors the personal effectiveness, group effectiveness, and process effectiveness skills necessary to provide exceptional service to both external customers and internal partners. “Communicating with Impact” focuses on powerful communication skills that meet both personal and practical needs of customers. “Taking the HEAT” equips employees with skills to turn dissatisfied customers into satisfied, loyal ones.
- Service Plus® Health Care: Building Patient Loyalty is a health care-specific offering for service providers, and the leaders who coach and reinforce them.
- Interaction Management®: Exceptional Leaders . . . Extraordinary Results® gives leaders the skills to coach, develop and empower their teams to create a service culture. “Creating a Service Culture: The Service Leader’s Role” is one course in this solution that specifically helps leaders understand their crucial role in creating a customer-focused environment. They uncover potential barriers to service excellence and learn five practices to create and foster the optimal environment.
- AcqHire®, a comprehensive talent acquisition solution, offers competency management, and job analysis, employment testing and assessment tools, and a behavioral interviewing system to ensure you are hiring service-oriented employees.