Blog Archives




 
  • Office Culture

    By ServiceElements, Christine Hill - Wednesday May 29, 2013
    ServiceElements has built its business on helping organizations understand and better utilize their service culture. In a recent five-year, 11-country study, researchers at Steelcase, the office furniture company, have identified six dimensions of...
  • Service Story: Profile of Excellence

    By ServiceElements, Christine Hill - Wednesday May 15, 2013
    A co-worker recently discovered an article (Molloy Associates, 1988) written about her brother-in-law on his Commitment to Excellence for outstanding contributions to the Commercial Finance and Leasing Industry. He commented that his commitment to...
  • Soft Skills Have Hard Value

    By ServiceElements, Christine Hill - Wednesday May 8, 2013
    Body builders and professional trainers understand the importance of and spend a lot of time building “core strength”. “Core” Training with regard to getting in shape is the balanced development of the deep and superficial muscles that...
  • L.I.D. Template for Meetings

    By ServiceElements, Christine Hill - Wednesday May 1, 2013
    Too often, management meetings tilt too far in one area – for example the ‘information dump’. Many meeting audits show senior managers spending up to 80% of meeting time listening to presentations, with little time left for real dialogue and...
  • How to Make A Company Great!

    By ServiceElements, Christine Hill - Wednesday April 24, 2013
    What does it take to be a truly GREAT Company? In a recent article in Harvard Business Review, researchers presented their findings for a two year study that identified top-performing companies*. Their data came from 25,000 companies that have traded on...
  • Givers and Takers: Part II

    By ServiceElements, Christine Hill - Wednesday April 17, 2013
    Last week’s article expressed the importance of recognizing that every organization’s success depends on the generosity of its employees. Every organization has employees that make decisions every day about whether to be givers or takers. To...
  • Givers & Takers

    By ServiceElements, Christine Hill - Wednesday April 10, 2013
    Every organization’s success depends on the generosity of its employees. Every organization has employees that make decisions every day about whether to be givers or takers. When employees act as givers , they contribute to others without seeking...
  • Being a Good Customer

    By ServiceElements, Christine Hill - Wednesday March 27, 2013
    What does it take to be a good customer? Take a moment now to think about your best customers and write down some words or phrases that describe them.  Here is a common list people come up with in this exercise: They communicate their...
  • ServiceElements: Customer Service Tip of the Week

    By ServiceElements, Christine Hill - Wednesday March 20, 2013
    Promoted to Supervisor from the Floor or Frontline – What Do I Do Now? By Christine Hill  Management Scenario: Mike has been a maintenance technician at XYZ Aviation for 18 years. He is the most knowledgeable and dependable maintenance...
  • Consider Yourself an Underdog

    By ServiceElements, Christine Hill - Wednesday March 13, 2013
    When an organization or a department or an individual is trying to deliver the best service, it is important to constantly ask the question, “What can we/I do better?” Great organizations, departments and individuals who excel at what they do---the...