Creating a Service Culture: Developing a Service-Oriented Organization
“We’re in the people business serving coffee, not the coffee business serving people.” - Howard Behar, Former President of Starbucks Coffee
“I tell my employees that we’re in the service business, and it’s incidental that we fly airplanes.” - Herb Kelleher, founder of Southwest Airlines
“We are a service company that happens to sell shoes.” - Tony Hsieh, Former CEO of Zappos
The people listed above understood that a company in its most basic definition is something that provides a service. They understood the importance of embedding a service first culture in every level of their organization, including both internal and external customers.
When we hear the term service or hospitality industry, we often think of hotels and restaurants. But in truth, we are all in the service industry. Every field that impacts human beings should develop a true culture of service.
Written by someone with extensive experience in the hospitality industry, this course will break down how to define a service culture for your organization and then give you the tools to execute it.
| Module 1 | Course Description |
|---|---|
| There are no units in this module. | |
| Module 2 | Course Overview |
| Unit 1 | Learning Objectives |
| Unit 2 | Course Outline |
| Unit 3 | Introduction |
| Module 3 | What is Service Culture? |
| Unit 1 | What is Service Culture? |
| Module 4 | How Can Service Culture Benefit Your Business? |
| Unit 1 | Better Service = More Profitability |
| Unit 2 | Service Culture = Better Reputation |
| Module 5 | Steps to Creating a Service Culture: Six-Step Process |
| Unit 1 | Step 1: Define Service Culture for Your Organization |
| Unit 2 | Step 2: Utilize a Clearly Defined Behavioral Interview Process to Find the Right People |
| Unit 3 | Step 3: Train, Train, Train |
| Unit 4 | Step 4: Focus on Internal Customers |
| Unit 5 | Step 5: Measuring the Strength of Your Culture |
| Unit 6 | Step 6: Attention to Detail |
| Module 6 | Conclusion |
| There are no units in this module. | |
| Module 7 | Service Culture Quiz |
| Unit 1 | Quiz |