Think about your own organization's service culture or, if you are not actively working as a customer service professional, the culture of an organization with which you are familiar.

1. What do you believe the service philosophy of this organization to be? Why?

2. Are there things that make the organization unique? If so, what are they?

3. What factors (positive or negative) about employee performance in this organization stand out in your mind?

4. Are there factors about the culture that detract from effectiveness? If so, what are they?

5. If you were managing this organization, what service culture aspects would you change? Why?