From the course: Creating a Culture of Service
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- 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…
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