Widely understood and frequently used by service providers throughout the organisation, a Common Service Language enables clear communication and supports the delivery of superior internal and external service.
2: Engaging Service Vision
Eagerly embraced and supported, an Engaging Service Vision energises everyone. Each person sees how the vision applies to his or her work and takes action to make the vision real.
3: Service Recruitment
Effective Service Recruitment attracts people who support your service vision and keeps out those who may be technically qualified but not aligned with your vision, spirit, and values.
4: Service Orientation
Service Orientation for your new staff members must be welcoming and realistic. New team members should feel informed, inspired, and encouraged to contribute to your culture.
5: Service Communications
Vibrant Service Communications inform and educate. Creative communication channels reach everyone with relevant information, timely customer feedback, uplifting service stories, and current challenges and objectives.
6: Service Recognition and Rewards
Service Recognition and rewards motivate your team to celebrate service improvements and achievements. Acknowledgment, incentives, prizes, promotions, and praise- all help to focus attention and to encourage greater results.
7: Voice of the Customer
Voice of the Customer activities capture your customers' comments. compliments, and complaints. These vital voices must be shared with service providers throughout your organisation.
8: Service Measures and Metrics
Measure what matters to focus attention, design new actions, and create positive service results. Your people must understand what is being measured, and why, and what must be done to hit the bull's eye.
9: Service Improvement Process
A strong Service Improvement Process ensures that continuous service improvement is everyone's ongoing project. Keep your methods vibrant and varied; keep participation levels high.
10: Service Recovery Guarantees
When things go wrong, bounce back. Effective Service Recovery and Guarantees turn upset customers into loyal advocates and team members into true believers.
11: Service Benchmarking
Discover and apply best practices from other organisations inside and outside your industry. Service Benchmarking reveals what others do to improve service and points to new ways you can upgrade yours.
12: Service Role Models
Everyone is a Service Role Model. Everyone is watching. Leaders, managers, and frontline staff must walk-the-talk with powerful personal actions everyday.
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