Monday, December 22, 2008
So, employee feedback is a critical resource to gauge what drives your customers’ satisfaction, intention to repurchase and refer you to someone else.
Managing the service climate is a tool that HR and other business units can use strategically for higher performance and financial results.
There are 8 core drivers of the service climate:
• Customer Orientation and Service Quality Emphasis
• Management Support
• Rewards & Recognition
• Support Systems
• Customer Feedback
Not all of these drivers may apply to your organization. Soliciting feedback from your employees will determine which drivers have the strongest impact on your service climate.
In 2009, we will be discussing much more about service climate, linking employee and customer data for superior performance and the “how-to’s” of this critical organizational strategy.