Question

What is the service culture? Why is it a requirement for an internal marketing program?

The handling of non-routine transactions separates excellent hospitality companies from mediocre ones. Discuss this statement.

Answer 1

Service culture is made of two words i.e service and culture which means creating an atmosphere in the organisation where the entire organisation works with one aim which is serving the customer. In other words service culture refers to how the management motivates its employees to be customer-centric so that the customer is happy and satisfied with the service provided by the organisation.

Internal Marketing is a way to reduce the employee turnover by motivating and guiding the employees to meet their targets and goals set by the management. It's almost impossible for an organisation to supervise each and every conversation/ behaviors or dealing by the employees with the customer. Thus creating an atmosphere of service culture will invariably create a sense of responsibility on the part of the employees to give the best service to the customer and thus brings better performance and saves time in controlling.

The statement highlights that how the training of employees in an effective manner can actually differentiate the company from having excellent hospitality vs mediocre one. It also highlights the importance of service culture. Strong service culture prepares the employees with positive attitudes, compassionate behavior, mindful reactions , polite communication ways which help them to handle non-routine translations.