service education

From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax “4 Star” Rating

Two years ago the national airline of Mauritius, Air Mauritius, was struggling with financial losses, poor customer service ratings, and low staff morale.   A new CEO and dedicated top team launched a bold attempt to achieve profitability and an impeccable service reputation in just two years. Their “7 Step Plan” included a variety of …

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How to Engage Your Leadership Team for a Successful Service Culture Transformation

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.

What is Service Education?

Service education leads to creative thinking and practical action. This action produces new and greater service value. What happens in effective service education?

1. A new understanding of service value
2. Colleagues learn and apply a common service language
3. Personal behavior models beliefs
4. Taking new and valuable actions

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