When was the last time you left a training session feeling pumped up and ready to go, but then before you knew it you had gone back to your old ways and didn’t seem to remember anything you learned? That’s not something you have to worry about with Service Excellence guru, Theo Gilbert Jamison.
Our recent session with Theo left us charged up and ready to take our own service standards to the next level! Our key takeaways from the training can be summed up by four points that are integral to delivering top-notch service company wide:
1. Create a culture of service excellence.
To be successful, both the vision and mission must be in congruence with each employee. Vision describes your future, while mission defines your very purpose. If you asked each team member to describe your vision and mission, would they all say the same thing? Be sure to continue communicating this vision on a regular basis.
2. Culture starts with you!
Ensure your service philosophy intertwines into every aspect of the organization. Whether it is new employee orientation, performance management or incentive programs, the service philosophy must be integrated each step of the way.
3. Communication is key!
It is imperative to reinforce the organization’s service philosophy by communicating and reinforcing this information at any opportunity. Holding leaders accountable to remind employees and discuss these standards in regularly scheduled meetings is an effective way to do so. It helps organize and align the resources.
4. Set clear goals.
To make success quantifiable, there must be set metrics that employees are aware of. These include not only profitability, but also customer retention and quality control. Measurement is what helps establish credibility in the process allowing you to evaluate the team’s strengths and weaknesses. What are some ways that you can measure service excellence in your organization?
Why is there is so much emphasis on customer loyalty? No one says it better than Gandhi, “The customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it.”
To help communicate and drive a culture of service excellence, Theo has launched an application platform called ‘Service Excellence 365.’ It is a mobile learning strategy to ensure employees are well-trained, aligned, and self-accountable for delivering an exceptional customer experience. Check out this short video to see how the platform works.