Uplifting Service - Blog

Can You Really Overhaul a Nation’s Customer Service Culture? Part Two

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Some of the building blocks used by nations for engineering an uplifting service culture:

Stay covered with great leadership. True service leadership is not a demand for better performance pointed at the frontline service department. It’s not a campaign slogan that gets splashed across the wall. True service leadership means creating an environment where every member of the team can take the lead in improving and uplifting—from the top down, from the bottom up, and from every position in the organization.

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11 Lessons from Microsoft’s Initiative to Create a Sustainable Service Culture

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Guest Post by Tom Moran
Director, Customer and Partner Experience, Microsoft Operations

Microsoft Operations manages a huge portfolio ever-changing products, business units, customers, clients, and partners.

Here are few tactics that have brought good results as we work to Build an Uplifting Service Culture:

(Disclaimer – Microsoft is a client of Uplifting Service. The models and tools which Tom refers to in this post are taught in the Uplifting Service Courses.)

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Perception Points vs. Process Points in Service Delivery

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The focus on process improvement has been one of the key strategies for business success over the past 40 years. Whether simple checklists or complex process maps, what started on the manufacturing floors is now seen in every industry. Quality, speed to market, cost savings, safety, and innovation are just a few outcomes that can be realized.

So where does service fit here? Looking at when and how we interact with internal colleagues or external customers is clearly a part of many business processes. But are we improving the customer’s experience with our processes (the Perception Points), or are we focused only on improving the process itself (the Process Points)?

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The 12 Building Blocks of Uplifting Service Culture – Part Two of Two

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When all the 12 Building Blocks are in place, you create an uplifting service culture where everyone is fully engaged, encouraging each other, improving the customer experience, making the company more successful, and contributing to the community at large.

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The 12 Building Blocks of Uplifting Service Culture – Part One of Two

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You step off the plane, weary from a long flight. As you walk through the terminal, you can’t believe your eyes. The airport is immaculate with walkways as wide as roadways and not a speck of litter anywhere. As you move deeper into the terminal, you see a butterfly garden, an outdoor swimming pool, playground equipment, a four-story slide, napping rooms, spa treatments, and entertainment venues including movie theaters and video-gaming stations. Airport employees eagerly greet you with smiles and ask how they can help.

Have you stumbled upon some air traveler’s mirage? Is this an illusion in the familiar airport desert of grim décor, stressed out passengers, rude counter agents, and crowded gate areas? No, this oasis of pleasure is what things are really like at Changi Airport in Singapore—and it’s the perfect illustration of what service can (and should) look like in our global economy.

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Train in Vain: Why is Your Customer Service Training Not Working?

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In an age when a customer’s unhappy experience with a company can go viral mere minutes after it occurred—and when customers regularly take to the Internet to publicize their great and not-so-great experiences—you understand the importance of superior customer service. Of course you do. That’s why you budget hundreds of thousands of dollars for customer service initiatives and put new and old employees through regular training.

They create scripts for call center employees, teach employees how to respond to angry customers, ask them to read detailed customer service manuals, and much more.

So why are the results only average?

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Banking on Service: Seven Ways the Troubled Banking Industry Can Turn Itself Around

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Recent news of JPMorgan Chase’s $2 billion trading disaster provided yet another nail in the coffin of the banking industry’s reputation. For many, the negligence is eye opening, but not because it’s unexpected. It’s simply hard to believe that yet another industry giant allowed greed to stand in the way of sound business practices. Unfortunately, this behavior has become business as usual in the financial services industry.

After all, this is the same industry that contributed heavily to the 2007 financial collapse and then gave out huge bonuses as the government bailed out the biggest culprits. And it’s the same industry in which some companies admitted to betting against their own customers in order to make a buck. By and large the big names in banking have lost any concept of what service really looks like, and that loss has created a culture that just isn’t sustainable.

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5 Tips to Showcase Your Service Skills in a Job Interview

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Service is a key competitive advantage for companies in nearly every industry. Yet not everyone brings a proactive service mindset to the job. Are you applying for a job that works with customers directly? Or a role that supports customers indirectly? Or even a role where service to internal partners will be a key to success?

Here are 5 tips for showcasing your service skills in the job interview – setting you apart from the competition.

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Use Internal Service Agreements to Boost Service Consistency

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In many organizations where service is identified as an area for improvement, the problem is not poor service from every department or person, it is inconsistent service in pockets of the organization. Poor service in one area brings down the perception of service levels in all areas.

A classic example of poor service in the US has long been the Department of Motor Vehicles.

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Are your Company Communications Memorable?

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One of the keys to Achieving Superior Service and building a service culture is leveraging the building block of “Service Communication”.

Uplifting service providers seek to make each perception point a positive experience for customers, clients and colleagues. Many of these points involve communications: what prospects, customers, colleagues, and partners experience as a result of what has been heard, read, or said.

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