Service Habits
Service Habits: Our Flagship Customer Service Program
What happens when service becomes so optimised it becomes emotionally empty?
Customers are no longer served, they’re processed. Employees are no longer taught how to relate, they’re trained to comply. The world is not short on service systems. It is short on human presence.
Service Habits Online Resource Centre
This entry-level course allows participants to undertake self-paced learning online 24/7.
The program
The videos and workbook materials are foundational service tools and are an excellent way to “dip your toe in” to an investment in a service-focused program.
This is a fun, light and accessible way to build service focus in your teams. Ideal for lunch and learns, planned service toolbox meetings, team briefings and huddles before an important busy periods.
Inclusions
For teams, we provide access to:
- 22 core Service Habits TM videos
- Worksheets
- Service Habits audio book
Webinars and new tools released each quarter tailored to front-line teams.
Ideal for
The Service Habits Online Library is an effective resource for the whole organisation. It is especially useful for busy front-line teams who wish to access materials and learning at their own pace.
Embedding Service Habits
A scalable service training solution that sticks
The program
This advanced program shows organisational dedication to fundamental service excellence from the inside out and is perfect for a ‘whole of business’ approach.
True to its name, it embeds service within the DNA of your workforce and is cleverly designed to ensure all learners comprehend the habits in application and eventually role model and share the habits amongst peers, creating a ripple effect throughout the business. The result is consistent quality service at scale supported by a service culture that is endorsed from the top.
Outcomes
- Increased awareness of their own mindset and how they serve others (internal and external customers)
- Mindsets shift towards; ‘everybody serves someone’ and away from ‘service is not my job’
- Greater understanding of how they (their role) impacts others
- More empathy towards fellow employees and customers
- Coaching resources to be used in team meetings – Key phrases and techniques for client meetings, sales conversations, and performance conversations
- Skills for situational day-to-day problem solving and people interactions
- Key phrases and techniques for service recovery and service failures
- Consistency in relational approach at work as a leader
Ideal for
- Whole of business approach for medium to large sized businesses
- Frontline leaders of service teams
- Senior leaders and executive teams
- Sales leaders and function area leaders, anyone who sees the benefit in the human touchpoints of service and aspires to strengthen the relationships with those they serve
“You never fully know the ripple effect you create in another person’s day
Because service is leadership.
It’s values made visible
“Staff courtesy became Melbourne Airport’s greatest strength – and passengers noticed.”
