Serve your organisation: How to design a firm foundation for a thriving Service Culture

Date: Tuesday 22 September 2020, 11.00am to 12.30pm AEST
For: Senior Leaders, HR Managers and Marketing Managers
Length: 90 mins
Cost: $95 per person

If you would like to book a private 1 on 1 session for your team, contact us here.

Clearly defined values and behaviours will determine the actions and reactions of your employees on the frontline. Your behaviours are driven by the organisational values and they show employees what is expected of them in their performance at work. Values are the true north of your company, they act like a compass, always guiding people when it comes to judgements and decisions.

Now is a brilliant perhaps even crucial time to be reviewing Values.

Reason 1:

Your business is resetting in some shape or form due to the expectations of employees and customers changing.  Remember that values are what you care about and what you stand for.

They are also a guiding compass in helping leaders and front-line employees make decisions in the moment.

Reason 2:

Early into a new financial year is an opportunity to change the dialogue and motivate your employees. The great organisations know that there’s more to life than shareholder return, and the most sustainable way to keep engagement high amongst your people is with a clear purpose and a set of strong values.

In his book The path of Least Resistance for Managers (1999) Robert Fritz asks;

“What kind of organisation would you rather work for?

  • One in which you could express what is highest in your spirit, or
  • one that doesn’t care for you personally but just needs someone like you to do a job so it can make more shareholder profit?

Where would you prefer to work? Not too many people would choose the latter organisation,

What does that tell us about ourselves?

That we would rather be a member of a company that stands for values, that reaches for its future, that cares about its people than one that doesn’t.”

What you will learn:

In a Service environment Purpose, Values and Behaviours can be the obvious missing link to creating a strong foundation and consistent service culture. Whether you have existing values and behaviours that need some new life breathed into them, your organisation needs a complete reset, or you have never had such foundations before; learn how to take the steps necessary to have your service culture thrive.

In this workshop we will unpack.

  • Bringing Marketing and Human Resources together, aligned to the one set of values.

Most organisations have strong brand values which frame their marketing messages to the customer, external to the organisation. The issue with this is that they may not have been created with an internal employee lens as a set of guidelines for how people are to behave at work. As a result, no one is living the values and behaviours and there is no direct link to performance and culture.

  • Ways to use the values and behaviours so they are REAL.

Take them down off the wall and really use them with all human interactions, employees, customers, suppliers and contractors.

  • A review process.

At least every two years and especially after a world crisis where there is a tilt in the economy and the way society are going about working and spending.

“We all agree that no two customers are alike and as such the service we provide should be personal, meaningful and from a place of genuinely wanting to help. Form this workshop we understand that we live and breathe our values – this has been the key to our success, and we have felt great empowerment and authenticity from this service program.” Ben

This class will be hosted on Zoom and will include breakout rooms where you will be interacting with other participants. Your individual link will be emailed to you after you register.

Due to limited seating in each class, all ticket purchases are final.

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How can Jaquie serve you?

Contact Now