Independently conceptualized by Matthew Joseph and SkillUP Inc, The PRIDE Standards (Personal Responsibility In Delivering Excellence) for Quality Service Delivery is a SET of Standards and accompanying Best Practices based on the Researched and Globally Acknowledged SERVQUAL Model of what drives Customer Satisfaction.

The PRIDE Standards enables a collective way for employees to think about providing outstanding service (Internal & External), act to provide it and to understand how and why they do it.

HERE IS WHY THE PRIDE STANDARDS IS RELEVANT:

At the heart of any great enterprise is the nonreplicable competitive advantage of an Organisational Culture and clearly, what truly drives an Organisational Culture is an environment that is steeped in Internal Customer Satisfaction.

At a core level, it is Internal Customer Satisfaction that really drives Service Quality and therefore External Customer Satisfaction.

Organisational Culture and Customer Satisfaction (Internal & External) go hand in hand and yet, simple as it may seem, Customer Satisfaction (Internal & External) is extremely difficult to achieve and maintain because both are about human expectations and perceptions.

Since anything to do with human behavior is complex and subjective, the challenge is therefore fundamentally about how to standardize behavior in the delivery of Customer Satisfaction (Internal & External).

Further compounding the difficulty of delivering Customer Service is the multitude of skills required to do so.

The Key, therefore, is to draw upon empirical research to understand what drives Customer Satisfaction and then create STANDARDS that are easily understood and deliverable to both the Internal and External Customer thereby creating an Organisational Culture that delivers Customer Service Quality.