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    Cresta Durojaiye

    • Welcome
    • Book Launch
    • My Mission
    • About Me
    • Coaching Info
    • Praise
    • Services
    • ECourse
    • Book
    • Summit
    • Events
    • Media
    • Blog & Podcast
    • Get Updates
    • Social Media
    • Contact
    • Big Media
    • …  
      • Welcome
      • Book Launch
      • My Mission
      • About Me
      • Coaching Info
      • Praise
      • Services
      • ECourse
      • Book
      • Summit
      • Events
      • Media
      • Blog & Podcast
      • Get Updates
      • Social Media
      • Contact
      • Big Media
      Work With Me
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      The Service Excellence Culture

      by Cresta Durojaiye

      · Articles
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      Service Excellence is a provider’s ability to consistently meet, manage or even
      surpass a client’s expectations.
       

      We often hear organizations and business owners confirm the importance of good
      customer service and sometimes even go all out to train their teams to achieve it,
      for the gain and gratification that comes from it (regardless of how temporary) but
      in reality, their steps and actions do not support a long-term lifestyle or culture.
       

      This is because the steps they take are usually fast and easier ways for quick fixes
      which never work on the long run. In essence, what we are doing is investing in
      quick-fixes to long-term issues rather than building a culture of service excellence,
      as a way of life and the modus operandi until it becomes what we breath, eat, drink
      and sleep.

      Most attempts at correcting the deficiency of service excellence often end with the
      top hierarchy or business owners who determine the success of the organization,
      sending their subordinates for training when really and truly the culture of service
      excellence rests with them and must start with them, if it really has to be effective.
      The absence of the service excellence culture is the beginning of the downfall of
      any businesses, no matter how seemingly profiting the idea may be.

      We lose touch with reality when we forget to note that key on a customer’s priority
      list isn’t our in-house or back office procedures but rather our ability to notice
      them, serve them and ensure that we strive to meet all their needs, leaving them
      with little or no choice to part with their money at the end of the transaction and
      actually do it with joy and desire to repeat their patronage. The excellence of our
      service is what the client is really after. If the culture hasn’t been imbibed, the
      likelihood of satisfying the client a second or third time is far-fetched.

      The general notion out there is that good customer service means little or no
      complaints but as service excellence experts we can confidently confirm that it
      goes way beyond that. How we respond to the complaints received and the
      strategic steps we take to resolve them actually matter more. Beyond exceeding the
      customers’ expectations, it is paramount to deliver on your promises and ensure all
      queries and issues raised are appropriately dealt with and adequately addressed.
      Can it be said of your organization or business that you are easy to do business
      with? If your answer is NO! then let’s pay the drawing board a quick visit.

      Developing, building and promoting a culture of service excellence begins and
      ends with the decision makers of the organization or owner(s) of the business.
      Without a culture of service excellence, degradation and consistent failure of the
      business is inevitable. The lack of a service excellence culture is the reason many
      businesses fail and organizations/conglomerates fall apart and never grow beyond
      a certain level or survive beyond their toddler stage(s).
       

      When it comes to service excellence unfortunately there are no quick fixes, you
      either painstakingly build the culture or repeatedly revolve around the ‘fire-hire-
      train’ cycle until you catch the dizzy spell and fall flat to the ground. A service
      excellence culture requires years of strategic development (from scratch),
      continuous building and deliberate grooming with the core essence infused into its
      blood stream of the system until the new culture becomes the norm.
      Remember, you are working with people who are set in their ways from over the
      years, so a training session or two regardless of its intensity is rarely ever enough
      for that desired turn-around that will last a life time.

      The old proverb may say, ‘If it
      ain’t broke, don’t fix it
      ’ but in this case, let’s just say ‘If it ain’t broke, break it
      and then fix it
      ’ Grass root/foundational transformation is actually what is
      required to attain that height of service excellence that attracts weighty, consistent
      and immeasurable profitability, rather than the façade that quick fixes present.
       

      They are short-lived and deplete over time, leaving you worse off than where you
      started off.

      As a wrap I would say, ‘invest in a strategic process of continuous schooling’,
      seeing that the reality of what we are faced with is a lifestyle of mediocrity, that has
      become the norm over time and cannot be changed instantly with quick fix
      mechanisms. It takes time, it takes pain, it requires investment. If you desire it that
      much, then be prepared to go the distance to; Create it! Develop it! Build it and
      Groom it!

      Cresta Durojaiye

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