service communications

Leading with Service during the COVID-19 Pandemic 5

As the Coronavirus spreads, it brings new and unique challenges to organizations in every industry in all parts of the world. People are working in a time of tremendous uncertainty and stress. If you’re a leader in this unfolding drama, there is no clear view of the direction or duration of the crisis. The health …

Leading with Service during the COVID-19 Pandemic 5 Read More »

How Effective are Your Service Communications? Take Another Look!

Organizations driving change face a common problem. Internal communications lose momentum over time. While initial launch communications are strong and creative, ongoing communications may get less and less attention. This can derail your progress for change just when new and powerful messages are needed most. Building fresh support for a long-term service culture change requires vigilance and persistent effort.

This Simple Strategy Will Uplift Your Service Education

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.

Mushroom Soup and Service Excellence

I recently stayed at the Banyan Tree resort in Macau. This was my first time staying with the 5-star Banyan Tree group. All I knew was that the Macau property is a high-rise urban resort in the city with modern living, unlike the other Banyan Tree resorts built with nature-filled living and relaxation. I expected to indulge and be pampered with service excellence – as I would in any other hotel of equal standing.

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