Customer Service is Not a Project….. it’s a Practice!

2018-10-05T19:40:51+00:00July 31, 2018|
Reading Time: 3 minutes

Some days we are better leaders than other days. How convenient it would be if we could all be consistently great at how we show up, the energy we bring and the role model we play in our teams, organisations, communities, lives.

How human of us not to be consistently great each day… it’s for this reason that we must practice…intentionally and relentlessly.

The brain is built to form habits and rewiring these habits is a tricky, ongoing task. Changing habits requires steady, consistent effort. It’s pushing through the first few attempts that feel hard, which then takes you to feeling a sense of progress – no matter how small that progress may be – which eventually leads to some breakthroughs.

Typically, I am seeing breakthroughs in organisation’s who are committed to shifting the dial in service after;

  • The leader has attended the third or fourth face to face masterclass
  • Around the six month mark of a regular monthly mentoring meeting
  • The sixth coaching webinar into a year round schedule
  • The second attempt a leader has in delivering a skill pill or training session on the shop floor…

These are some examples of how long it takes for breakthroughs and the courage and commitment needed on a consistent basis to reach this point. It’s not one touch point or one silver bullet that shifts the culture, rather it’s every touch point which slowly reveals progress for leaders and their teams that creates a positive impact to the performance of their service.

If you are wanting to see breakthroughs in your workplace culture, in how people adjust their mindset towards service then remember it’s the ongoing gatherings, training sessions, lunch – and- learn forums – whatever mode of learning and development works for your business – you can never focus on your topics of interest too much.

You can never get tired of focusing on the same issues or topics if they are spread out over time and delivered in different ways. People will always have a different experience and may find they walk away from the same content they learned a few months earlier with a new learning.

Don’t be afraid to repeat your development programs; repeating them will serve to deepen your practice of being a great service leader and will inspire and influence your employees practice of meaningful customer service.

Practice will keep you, your employees and your organisation heading towards a key point of difference in your service approach.

Jaquie Scammell

‘Love Being in Service’

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