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How others serve internally
Jun 14, 2008

Great service companies share common beliefs about the importance of culture, behaviors, people, and relationships. These beliefs manifest themselves in different ways, but they form the core of each company’s operating principles. There is great value in understanding and exploring how all of these benchmark companies do what they do. Looking for points of commonality that define their approach to Service Excellence is important to understand. Here are some of those points:
• They treat everyone as equals in matters of service

• They tend to put associates first, customers second or at least on equal footing

• They all seem to hire for attitude and then train for specific skills

• Everyone is empowered to interact with clients to solve problems and resolve conflict

• There are no "superstars" ; the focus is on teamwork

• Rewards and recognition are a visible support of their service strategy

All benchmark companies may not embrace all of the above, but they all embrace most of them.

They treat everyone as equals in matters of service

Hierarchies are necessary for spelling out what people do. But in the scope of how you do what you do, great service benchmark companies treat everyone as equal. This is not inscribed on a wall plaque; it is evidenced, very simply, by watching how everyone behaves.  For full article  Click Here


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"How You Do What You Do", by Bob Livingston

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