Deliver great service

Delivering great service is now considered a fundamental aspect if an organisation is to not only survive but also thrive. Yet many organisations remain oblivious of their own service and product promises. The advent of the digital age has seen consumers empowered to point out the failings of service and product providers and these stories can and do spread like wild fires throughout viral social networks.

The case of the Kryptonite bicycle lock is one famous example.

One of the simplest ways to start delivering great service is to ask yourself whether or not you would genuinely choose to be a customer of yourself. This question can be scaled from an individual level through to a team, departmental and up to an organisation.

If your honest answer is "No", then you had better take some action to improve your service delivery pretty quickly or eventually you won't have anyone to serve. If your answer is "Yes" then how are you ensuring that you great service will be delivered tomorrow, and the next day, and the day after that?

A deeply imbedded culture for the ongoing delivery of great service is the only way to ensure that great service is delivered every day. Eight key activities lead to the imbedding of a culture that will sustainably provide great service.

These activities include:

Assessing your current service culture
Establishing a Vision That Matters
Understanding how to execute properly
Developing Desired Futures throughout the organisation
Developing your people
Selection and induction processes
Capturing the learning
Establishing service excellence award programs

Organisations That Matter has expertise in each of these key eight activities. In addition, keynote speeches can be provided with any of the activities to set the scene for the establishment of a sustainable culture for service excellence.

Key words: Service Excellence, Customer Service

Level 8/ 350 Collins Street Melbourne, Victoria Australia 3000
Phone : +61 3 8676 0637
Fax: +61 3 9562 7560
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