Essentials for building a good service culture

Ramani Kangaraarachchi

Organizations that target to deliver world-class service at the frontlines must build outstanding service throughout the organization, Federation of Chamber of Commerce Sri Lanka (FCCISL) President Tissa Jayaweera said.

He was the chief guest at the inauguration ceremony of Master of Business Studies program at the Colombo University.

Speaking on ‘Why leadership is critical to building an uplifting service culture,’ he said many CEOs and senior leaders have risen to the top as experts in their industries or as specialists in technical competencies but not as experts in building a strong and sustaining service culture.

Jayaweera said building a service culture needs great service leaders and leadership teams. The power of senior leadership to set the vision, focus the entire organization, reward success and remove roadblocks and role model correct behaviour cannot be delegated to others. He mentioned four key roles that leaders and leadership teams must embrace to ensure a service culture.

A powerful service vision galvanizes employees’ ambition, enthusiasm and commitment. A compelling service vision gives direction and provides an unmistakable idea of what is sought and what is not.

He said that it is very important to engage, focus and inspire the entire organization. Building a service culture is the responsibility of an entire organization, not just the customer service, human resources or organizational development department. This mandate must come from the very top, the CEO and his or her essential leadership team.

Active and visible involvement by senior leaders is essential to ensure that building a service culture is not perceived as only a tactical effort to improve service, from the HR department.

Leadership must keep building a service culture high on the agenda. ‘Talking the talk’ at the beginning must be reinforced with visible commitment throughout the entire culture building process

While building a culture of service excellence can leverage a proven methodology, each organization has unique values.

It is the leadership’s duty to regularly review progress, make decisions on business priorities and commit resources across the building blocks of a service culture style.

In many instances, roadblocks to service culture can only be removed by senior leaders.

Referring to role model he said that building a service culture needs leaders who understand why service is truly important - and behave accordingly.

Leaders’ actions must demonstrate excellent service to customers and to colleagues.

It is just as important for leaders to recognize and encourage behaviour from employees who are ‘doing the right thing’, even when they do something wrong.

Mistakes will occur when people take new action.

“Leaders can make it safe for employees to take prudent risks, demonstrating with their own words and action that mistakes are opportunities to learn, improve and grow,” he said.

The use of a common language is a key building block of service to speed up and strengthen the service culture he said.