Telling someone what to think rarely works. Instead, ask questions. In this video, learn how to get the other person talking, and why that has more staying power in building a culture.
- If you want people to feel connected…to the culture of service you need to get them talking.…The more they talk the more they'll be…emotionally engaged in the culture.…One way you can foster this is to ask the person…to tell their service story.…Now, that might be a big ask for someone…who hasn't watched this course.…So to help them tell your own story first.…Explain why customers are so important to you,…and how your role or your department contributes…to the value you deliver for customers.…
It might be a little awkward at first,…but encourage people to talk by asking questions.…You can ask things like,…what do you think it's like to be our customer?…How would our customers be impacted…if we didn't do our job right?…How can we better serve these people in the future?…Even if you just follow up with tell me more about that,…they'll usually keep talking.…The key here is to get them talking and for you to listen.…That way when they have a rough day…or something goes wrong they're not hearing your voice…in their head rattle on about a culture of service.…
- What is a culture of service?
- Cultivating an emotional connection to your customers
- Generating engagement by sharing your backstory
- Framing financials and objectives
- Unpacking your metrics
- How to use a culture of service in hiring and firing
- Reinforcing a culture of service in daily operations