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Ch. 2 Discussion Service Culture

Ch. 2 Discussion Service Culture

Q Chapter 2 talks about eight elements that define a successful service culture. These are: • Service philosophy or mission • Employee roles and expectations • Policies and procedures • Products and services • Motivators and rewards • Management support • Employee empowerment • Training Review the chapter and watch the video below, then pick one of the topics listed above for this discussion post. Tell which topic you selected and describe what it means to you. Why is this a critical component of a company's service culture? Your original post should be 100 words. Please reply to two other students with 25 words minimum. 5 Ways to Create a Customer Service Culture by Shep Hyken

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Training has been selected by me. Training means updating new and existing employees about dealing with identified and unidentified personalities of customers. It is important for making newly hired and existing employees know about the transitions in making customer-expected moves and generating company-favorable actions. Training is critical component of a company’s service culture because there can be inexperienced employees not realizing the importance of their actions/communication-methods with consumers.