From the course: Leading a Customer-Centric Culture
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Train for culture
- We need to give employees training if we want them to embrace our service culture in their daily work. This can help them understand the types of behaviors we are looking for. For example, employees in a software company are trained to focus on the organization's vision of helping clients maximize the use of the software. Customers sometimes call and ask for a feature that the software doesn't have. A typical response in most companies would be to say, I'm sorry, the feature is not available. Employees in this company are trained to ask detailed questions about the customers' needs, and find a way to help the customer use the software to accomplish her objectives. Training is essential to helping employees know how to follow the vision and do the right thing in moments like this. Here's a training plan that you can use. Let's start with the learning objectives that describe what someone should be able to do by the end of the training. I'd like to suggest three objectives. Employees…
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