Service is taking action to create value for someone else. So which action should you take?
actionable service education
Many senior leaders assume that service performance improvement only requires a front-line training initiative. This is a fundamental mistake. A strong and successful service culture demands the power of a senior leadership team that is fully engaged. Leaders must confidently share the vision, align with each other to remove roadblocks, reward ongoing success, and role-model excellent service behavior.
We do a lot of work with dynamic fast growing company. I recently heard the CEO express concern about the company culture in an environment non-organic growth. That means mergers and acquisitions, bringing together people from diverse backgrounds, and wanting them to perform better together; not just a combination of 2+2=4, 8, 10, or 12. …
Many companies provide customer service training for some or all of their employees. But soon after the leaders of these same companies ask why everyone in the organization hasn’t embraced a true understanding of – and commitment to deliver – service excellence? To address this gap and answer this question, we must understand the difference …
We often hear leaders say, “We want our people to have a better service mindset.”
What is a mindset?
Here is one example. People often describe other people as either ‘glass half full’ or ‘glass half empty’. What they are referring to is a mindset, a fundamental way to view the world.
Clients want to know, “How quickly can we see results after our employees have completed a workshop?” Leaders want to know when improvements will show up on the job. Everyone is anxious to see positive changes in behavior towards customers and colleagues. And finance always wants to know “How long before we can see some ROI?”
Steris is a global leader in infection prevention and surgical technologies based in the US and serving clients around the world. Leaders of the North American Service organization wanted to create buzz and momentum for their implementation of Uplifting Service (UP) education. On the second floor at corporate headquarters, over 400 staff from the internal service support groups sit in a large, wide-open space. These employees handle calls and inquiries from customers and field service technicians all across North America. They are “the heartbeat of service” at Steris.