1. Part A
What I Have Learnt From The 8 Workshops:
Building a Service Culture

Though I have missed both workshops for this topic as I was unwell, however, from the notes and lectures, I was still given a better understanding of what service and customer satisfaction were about, service culture of an organization can affects the type of cast members and the importance of the mission and vision of the company, which can directly affects the service provided.

Personally, I liked the way Lands' End Inc worked. For example, they recognized that knowing one's customers is not only about knowing who they are but also what they want (their expectations). Also, they have service guarantees that I think are very important. This is so as service guarantees are not set for the sake of the guests only; they are also set for the employees who need to know what the standards for performance are.

As I have worked before, hence, I can understand that knowing the standards for performance is very essential. This is so as with standards set, a staff would then know what they should aim for and work hard for. This may help to improve the quality of the work to be done.

Also, in the lecture, it was said part of customer satisfaction is derived from the feedback from the customers and when you ask for feedback from customers, they will feel appreciated. I feel that this is true as from one of my working experiences during the Service Skills Methodology (SSM), when I asked a customer for feedback, she exclaimed that it was good that we asked for feedback as it was the only way we can improve ourselves.

For this topic, I think that it would be even better if the students can share and discuss the missions and visions of the different organizations that they have once worked before. This can allow those who have never worked before to know what kinds of aims and beliefs that organizations in the real world have and what may be expected out of the employees.
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