Service Culture – Keeping the Conversation Going

We all know it when we see it – a great service experience. Some of the greatest companies in their respective industries come to mind – Starbucks, Zappos, Apple and The Ritz Carlton. One of the common denominators that all of these companies possess is a unique culture that puts customers first and empowers their employees to do so in performing their responsibilities. EMC is also a company that values our customers and our company culture is consistent with that value. We also enjoy a very strong reputation in our industry for the services we provide to our customers. And . . . we strive to be the company that is synonymous with the best experience in our industry – hands down.

In my most recent post, Managing Your Service Culture: A Case Study, I discussed employee input as one of the elements that helps us achieve success. As part of our journey to enhance listening, we have started a new type of discussion with our employees. We have just completed more than 25 Employee Focus Groups around the world as a supplement to our other listening vehicles. With the best and brightest service professionals in the business on staff, these discussions generated some very valuable insight and ideas.

Beyond this, we learned something on reflection that is quite simple and not very surprising. It turns out that no matter what language you speak, regardless of where you live in the world, whether you are a customer in your personal lives, whether you are servicing a customer, or whether you are working with an internal employee . . . we all value very similar things in a service interaction.

At EMC, we are going to keep this conversation going with our employees, “What in our company culture is consistent with enabling employees to deliver a superior service experience and what do we need to evolve or change to take it to the next level.”

About the Author: Mary Cay Kosten

Mary Cay leads a team of 1400 professionals that provide operational support to the Dell Technologies Services organization. Her team is responsible for driving operational excellence and implementing innovations across Dell Technologies Services. This includes areas such as eServices & Knowledge Management, Program and Change Management, Business Services, Remote Support Contact Center Operations, Command Center, Process Engineering and Data Sciences, Data Enablement and Analytics, and the Global Centers of Excellence. Kosten has over 30 years of experience in service and supplier management, with a proven track record in building outstanding service delivery organizations. Prior to joining Dell EMC, she was Vice President of global customer services delivery for Oracle/Sun Microsystems, responsible for delivering all elements of Sun Microsystems’ support services. Under her leadership, Sun achieved the prestigious J.D. Power Certified Technology Service and Support (CTSS) Award for "An Outstanding Customer Service Experience," the Technology Services Industry Association (TSIA) Award for Excellence in Service Operations, and Sun was inducted into the STAR Awards Hall of Fame. Kosten is a 2008 recipient of the Denver Business Journal's Outstanding Women in Business (High Tech and Telecommunications) Award and a 2006 recipient of the Silicon Valley YWCA Tribute to Women and Industry (TWIN) Award. She also is on the Advisory Board for TSIA’s Field Services discipline. She holds an MS degree in systems management from the University of Southern California and a BS in marketing from the University of West Florida.