What is culture?
Culture refers to the values and belief of the organization – the normal way of doing things. It can be referred to as the ‘personality’ of an organization. Component parts of the culture include:
- The way authority is exercised and people rewarded.
- Method of communication.
- The degrees of formality required in working hours and dress and the extent to which procedures and regulations are enforced.
What is service culture?
The idea of a service culture can be summed up in one true saying – “People don’t care how much you know until they know how much you care”.
A Service culture means an orientation towards helping people. The technical quality of the work is important – that’s precisely why a service culture is important. Without it, the value of technology can remain largely untapped in organizations.
By taking the time and effort to listen to customers it is possible to understand the service being provided from their perspective. The key point about providing service is attention to detail; to go that little bit further to ‘delight’ the customer.
What is customer service?
Customer service is:
- Providing the right quality of services to meet the customers’ requirement
- Help customers make the best use of these services
- Being receptive to customers’ needs and problem and provide them with effective support at all times.
The primary reason the IT department exists is to keep their customers productive. It is therefore imperative to attain a customer profile. The following questions can be asked to determine the ‘look’ of an IT department’s customer profile:
- Who are they?
- How many are there?
- Where are they?
- What technology do they use?
- What do they use it for?
- How often and when do they use it?
- How IT literate are they?
- How IT friendly are they?
- How controlled is customers’ environment?
- What are the customers’ priorities?
- What does the customer want?
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