ServiceElements is a Phoenix-based firm specializing in people-development
and customer service training for aviation professionals.
These days it seems that more than ever before people are working harder but have less time
Imagine if everyone took ownership of problems and obstacles that occur each and every day in the workplace of our organizations!
Alignment is the element that turns a group of athletes into a winning team, or a company full of different personalities into a competitive, high performance team.
Collective Ambition is not a new concept. It has been around for years.
Many companies utilize “exit interviews” as a way to uncover ways to improve the organization and keep their employees happy.
Building a brand based upon service begins with answering two questions: 1)“How does the organization’s team view the brand/company? (as discussed last week) and 2) “How do the customers/passengers view the customer service of the company?”
It is important that the team all be onboard with the promise of the brand. Do they understand it? Do they believe it? Do they live it in every customer touch point?
The brand takes time to build---just like trust.
If effective ORM practices are in place, effective CRM is sure to follow.
Strategy and Goals: Why are we in business? What do we offer our customer that is unique? What are our strengths and weaknesses? What are we capable of? How do we define success?
Listen, or Your Tongue Will Make You Deaf
Many aviation professionals feel it is easier to train and teach technical skills than it is to change an attitude.
Emphasize critical moments of service, or touch points, with customers in order to improve customer satisfaction
There are many principles that Mother Teresa lived by as a leader.
When someone believes in what they do, it's hard not to get motivated.
What do you call a person who is committed to a cause and has a great attitude but never gets around to taking the action to make things happen?
People who are committed to excellence in the service they provide have a clear understanding why their jobs are important, and how they are making a difference for their customers (whether they are external or internal customers).
Of the approximately 100 million people in American who hold full-time jobs, 30% are engaged and inspired at work. At the opposite end of the spectrum, roughly 20% are actively disengaged.
Here are a few tips for making those internal team members feel that they are being taking care of as well (which will in turn reflect on their service to the external customers)
The effective leader has the distinct realization that he/she is not any more important than the humblest follower.