Strong workplace climate leads to strong customer service
Based on a survey of 525 food and beverage managers in 40 Asian hotels, the study found that the key factor driving guest service was workplace climate, which involves employees’ understanding of the hotel’s expectations for customer service and how the hotel will reward and support the employees. The study found that a strong workplace climate meant strong customer service. As for employee satisfaction, that too is partly driven by the clear expectations of a favorable workplace climate.
We have been trying to drive home that point for the past 10 years – that basic philosophy is at the heart of our Service Management training based on the principles outlined in the Service Profit Chain.
Only thing I would like to add is that the middle management team is at the core of this. How well they understand and execute will determine if you achieve that kind of culture. So focus on building a strong Management team that is the key – then they will build strong front line teams
Read the full article here Study of Excellence in Customer Service Named 2010 Best Article in Cornell Hospitality Quarterly