Service orientation is the ability and desire to anticipate, recognize and meet others’ needs, sometimes even before those needs are articulated. Service oriented people focus on providing satisfaction and making themselves available to others.
Developing Service Orientation
- Think of your current customers. This could be your company’s direct customers, partners, or ‘internal’ customers, such as other groups within the company (for example, if you are in a support function in Finance or IT functions)
- Focus on improving the level of service you provide. Identify your customers’ pain points (have they had a complaint to you in the past?), their needs and concerns. Find out what makes them successful and find ways to help them achieve that. Set a clear and measureable set of goals, which will help you benchmark yourself against on a regular basis
- Revisit the list you have created and modify it as your get more feedback or as your customers’ need evolve