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Communication is essential to achieving your organizational goals. And that means that everyone on your team must share a common service language. This language ensures that each employee knows what the organization means when they talk about service excellence and it helps guide their decision about how to deliver exceptional service.
So what’s your role? As a leader, you need to promote this common service language. It doesn’t take much to establish a common language, but it needs to be used consistently, throughout the organization, over time. A big part of your job is be sure that it is.
The reward? A well-aligned team that communicates effectively. Which is to say, you end up with a more productive, efficient, effective organizational culture. Watch the video to learn more…
#VideoPosts #ServiceCommunication #ServiceLeadership #ServiceCulture
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Below is an Autogenerated Transcript
Rule number three. Service Leadership. Promote it. Promote a common service language. Now, in an organization like yours, each function, each division, each department has its own technical language. There’s a language of real estate, there’s language of lending, there’s a language of insurance, there’s a language of mortgage, there’s a language of credit, the language of. We’re talking here about promoting a common service language. And as you can see before the break, it’s produced by the Service Education. So, for example, there are six levels of service.
The lowest one is ‘Criminal’ Then ‘Basic’. Followed by ‘Expected”, ‘Desired’ ‘Surprised’, and ‘Unbelievable’. Just in a very short period of time, you have to learned a certain common language, but as quickly as it made sense. It could also fade away unless it is consistently promoted and that’s one of the rules of service leadership.
So what would be an example? Where would you, as a leader, use that language, promote that language, ask other people to use that language? Use that language in a way that makes other things clear, that helps people coordinate better with each other, to understand each other better, to choose the actions to take with each other.
