The hardest time to stay service oriented is when external forces put pressure on short-term revenue goals. It can also be challenging to keep a service focus when a service snafu goes viral. Here's how the best companies stay on track in a crisis.
- When you're thinking about moving…to a service orientation, it can be hard enough…to imagine the changes you'll need to make…to your processes, services, and team.…There are lots of challenges along the way…and a very real risk that you might fail.…But even if you're successful, there are still challenges.…What if you invest in a service orientation…and then hit a major bump?…Like an employee scandal or a major product failing,…or an industry-wide downturn.…There's always going to be pressure to cut corners.…
In times of crisis,…you need to protect your service orientation…from the chopping block.…If your organization doesn't see your service orientation…as a core asset that must be protected,…it's easy to chip away at your infrastructure,…weakening the very foundation that's generated…the strong customer relationships.…United Airlines thanks customers for choosing them,…acknowledging the other options flyers have.…And they have all kinds of programs in place…to signal their commitment to a service orientation.…
- What is a service orientation?
- The metrics of service
- Evaluating service with the Net Promoter Score (NPS)
- Hiring service-oriented employees
- Changing the company culture
- Types of service-oriented selling
- Overcoming the challenges of service orientation