Creating a Service Culture

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.

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 frontline workers 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:

• Service Plus^® provides service providers with the skills needed to deliver service so outstanding that customers will exhibit the 3 R’s of customer loyalty – they return, they refer, and they relate.
• Service Plus® Health Care: Building Patient Loyalty is the health care-specific version of our offering for service providers, and the leaders who coach and reinforce them..
• Creating a Service Culture: The Service Leader’s Role teaches the five service leader practices essential to creating a culture where service excellence flourishes.
• Techniques for a High-Performance Workforce^® 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.
• Interaction Management^®: Exceptional Leaders . . . Extraordinary Results^® gives leaders the skills to coach, develop and empower their teams to create a service culture.
• 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. 

But don’t take our word for it. World class service organizations such as Nebraska Furniture Mart, American Home Shield, MetLife, Philips, McKesson Automation, UMass Memorial Medical Center, Thomas Memorial Hospital, and OrthoCarolina have worked with DDI to create a culture in which the customer is at the center of all systems, processes, and decisions.

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