Managers are the essential link between Service Education Programs and the results your organization wants to achieve. As a manager, it is your responsibility to ensure educational courses create value for your … Read More
The Leader’s Role in Service Education
Service education is only effective when learners take new actions to create more value for customers and colleagues. As a leader, you have a personal responsibility to ensure that new learning is … Read More
10 Reasons Why Customer Complaints Are Good News (Part Two)
Read Part One here 6. Fuel for an Uplifting Service Culture Complaints can work as a trigger for taking new action and catalyzing positive change. Sharing customer complaints throughout the organization educates … Read More
10 Reasons Why Customer Complaints Are Good News (Part One)
When things go wrong, your customers will complain. Surprisingly, this can be good for you and constructive for your organization. Here are 10 ways Customer Complaints Can Benefit you and your organization. … Read More
How to craft a unique and powerful service vision?
Your service vision should be unique and powerful. Customers should hear it and say, “Yes! This is who you are.” Employees should read it and say, “Yes! This is who we want … Read More
13 Questions to consider before you start a culture change program
1. Why do we want to change our culture? What do we want that we currently do not have? What do we currently have that we definitely want to change? 2. How … Read More
14 questions to ask when building a service culture
Is our leadership team in agreement on key business goals and priorities? Do they understand the importance of a strong service culture to achieve these goals? Do our service training programs teach … Read More
Focusing with service improvement focus groups
Focus groups require planning and expertise but they can be a gold-mine of valuable service improvement ideas, insights and suggestions. Bring together a group of selected customers for a sincere, open-ended conversation. … Read More
Does your organizational structure work?
The right Organizational Structure facilitates superior service, sharing of views, rapid decisions, flexible execution and quick responses to unexpected opportunities or problems. ‘Chain of command’ may be good for a marching army, … Read More
11 steps towards a culture for service recovery
Leading organizations in many industries have sharpened service recovery into a potent competitive edge. They understand the power of effective recovery as a customer retaining and employee engaging technique. To build a … Read More