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Customer Service Excellence - Essay Example

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Organizational culture is a notion in the field of organizational studies as well as management which defines the psychology, approaches, experiences, views and values (cultural as well as personal) which are dominant in an organization. …
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Customer Service Excellence
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Customer Service Excellence

Download file to see previous pages... More specifically, organizational culture is an established set of mutual mental conventions that guide understanding and action in organizations by outlining appropriate behaviour for various circumstances (Ravasi & Schultz, 2006). From organizational values advance organizational norms, procedures, or expectations that recommend appropriate manners of behaviour by employees in specific situations and govern the behaviour of organizational members towards each other. Strong culture is said to occur where staff respond to stimulus because of their placement with the organizational values. In such surroundings, strong cultures aid firms function like well-oiled machines, voyaging along with outstanding performance and perhaps minor modification of prevailing procedures here and there. Equally, there is weak culture where there is slightarrangement with organizational values and control must be implemented through extensive measures as well as a culture of bureaucracy. Research indicates that organizations that nurture strong cultures have clear ideals and values that give employees a motive to embrace the culture. A ‘strong’ culture may be particularlyadvantageous to firms operating in the service sector because members of these establishments are responsible for carrying out the service and for evaluations significantcomponents make about firms. Research specifies that organizations may develop the following benefits from sustaining strong as well as dynamic cultures: Better supporting the company towards attaining its mission, vision and goals High employee enthusiasm and devotion Elevated team cohesiveness amongst the company’s various units and departments Encouragingreliability and inspiringmanagement and control within the company Influencing employee behaviour at work, empowering the organization to be more resourceful (Hofstede, 1980) Businesses are gradually adopting customer-focused business processes to increase competitive advantage. Especially predominant in industries where product offerings and price do not provide adequate differentiation, this new focus compromises numerous assistances. Customer involvement is the battleground, and a business can't triumph with a culture that doesn't truly clasp the concept. Culture can neither be simply forced on a business nor fashioned by flicking a switch. However, there are a few key steps can assistance put a business on the path towards a customer-focused philosophy. To shape your business around customers, an organization should aim to comprehend them, and create a regular discussion. If a business arms itself with the gears to better comprehend your customers, you will be better able to perform in their best benefits. A business’s employees possess great understanding in their customer base and how todelight them. Tap this knowledge base to better appreciate employee views. It is important not to limit this outreach to customer-facing employees only. A customer-focused culture is not just about giving better customer service at the front desk; it is about permeating all the actions as a business with a sagacity of how the customer is influenced by those actions (or absence of them).Corporate culture is a long-term deliberation, and representing that you're truly investing in change will help to drive additional change and involve your employees in the process (Schein, 1985). Customer feedback is not always applauded by employees, so it ...Download file to see next pagesRead More
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