Service Mind

by

Asst. Prof. Dr. Tayawan Kakham

Service MindS = SmileE = EnthusiasmR = RapidnessV = Value I = ImpressionC = CourtesyE = Endurance

M = Make BelieveI = InsistN = NecessitateD = Devote

Born to be- Like to serve, to help, to make others feel comfortable.- Happy when others are happy- a good heart

Service mind

Service behavior

Trained to be- Do not have good behavior- Lack of life practice in their manner- Lack of experience

What service behaviors are expected in

• Hotel business• Tourism• Hospital• Supermarket• etc.

To train people to be “Service minded”

Trainers

- Must be sharp- Use spiritual motivation techniques- Emphasize “training is for their own development”

“The staff are good, the organization is good.”

“Executives must be good examples, not just good commentators.”

What does service minded mean in various cultures ?

Philippines

- Desire to please customers and be accepted by them- Focus on a positive response (sometimes break the

rules)- Make customers feel special- A lot of flexibility / case – to - case

Japan

3 foundational requirements are needed in services

1. good behaviors

- punctuality at all times

- showing of respect, politeness

- refinement of speech

2. personal appearance

- clean, and neatly dressed, wearing appropriate clothes

3. environment

- space must be clean and orderly

Attention to details : packaging and quality of service

SingaporeThe Sigaporeans take a western standard approach to service

- efficient

- consistent

- less flexibility in bending the rules

IndiaThe ability to provide the “best” solution to a need or wish

- try to know what the customer needs

- try to deliver the output within deadlines

- try to give “ more” in quantity than the customer wants

- Politeness and good social skills are not as important as

“more”

China “ A low cost producer of goods”

- Chinese producers

- Chinese customersTake the “good enough” attitude of quality

“If one expects a low price, don’t expect a high level of service”

Thailand Thai service

- service with a smile

- Culture of “kraeng – jai” (thoughtful to others’feelings)

- Calm nature and patience

- the attitude of “ mai pen rai” (no problem)

USA

- prompt and friendly reply to emails or phone calls.

- attend to their customers with a smile- treat customers as equals as “pals” (friends)- use informal language and conversation- “help” not “serve” customers

Here are some tips that may help:

1. Be clear and specific about service expectations : what is needed and what is not needed.

2. Use globally accepted standards of quality.3. Shorten feedback and try to see output on a frequent basis.

Do not assume that ‘no news is good news’.4. Reward the desired behavior. When you feel that the level of service

is good, express your satisfaction5. Make sure that the common language used (usually English) is well

understood.6. When calling for service with a service center e.g. a telephone

company, ask for the name of the person and call him by his name. Write down you spoke to and of which department.

“There is a crack in everything. That’s how the light gets in.”

References

http://wiki.answers.com/Q/What_is_service_mind

http://mai-bs.com/blog/service-mind-behaviour-and-how-to-be-excellent/

http://www.intercultural.nl/Publications-Detail.aspx?