![]() ![]() A utility’s organizational culture starts at the top. The power of senior leadership to set the vision, model correct behavior and reward success should not be delegated to others. The first tip to developing a service culture is ensuring the commitment of the utility’s leadership. ![]() In relation to customer service, utilities can benefit significantly by considering how they can create a culture of service in the midst of these industry changes.Ī culture of customer service involves beliefs, values, behaviors and actions, all of which form the foundation for policies and interactions with customers. The electric utility industry is experiencing unprecedented change with significant challenges to the business models used over the last 100 years and as such, how utilities conduct business is evolving. In their book, Services Marketing, Valerie Zeithaml and Mary Jo Bitner define a service culture as “culture where an appreciation for good service exists, and where giving good service to internal as well as ultimate, external customers is considered a natural way of life and one of the most important norms by everyone.” For an organization, it is the predominant way of thinking and working that exists within the company. Excellence in customer service simply becomes “the way we conduct our business.” Companies like Zappos, Apple, Amazon, SurveyGizmo, Southwest Airlines and Virgin America can all be analyzed to gain insight into successful customer service cultures.Ĭulture is often defined as a set of shared attitudes, values, goals and practices. They do not simply train their employees in customer service skills they hire the right people and make sure that customer service is an integral component of operations. In looking at organizations known for high levels of customer service, a common theme emerges - a culture that supports their excellence. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |