Leadership As Service Reflection Paper
Ray1103
FA20_Unit10-ServiceCulturePt2.pptxTWU Global LDRS 300 Leadership as Service
Unit #10 -
Service Culture Pt2
Today’s lecture
We examined the ways of knowing and understanding culture using Dr. Hofstede’s onion model and Dr. Hall’s iceberg model.
We then introduced Dr. Schein’s model of organizational culture, examining the three layers that comprise any organization’s artifacts, values and assumptions that create the unique conditions in which people undertake the work they are tasked to do.
We now ask, “What does a service culture in an organization actually look like and how can we make it happen?”
benefits
of a service culture
1. Improved Customer Service
2. Increased Employee Engagement
3. Better Bottom-line Results
www.toistersolutions.com
What is a SERVICE culture?
“A service culture is one where employees are obsessed with customer service."
Jeff Toister
www.toistersolutions.com
“Service culture is an organizational culture where there is a collective way employees think about providing outstanding service, act to provide it, and understand how and why they do it.”
Jeff Toister
"Our entire culture is centred on doing what is right for our customers."
John Stumpf, CEO
The organization's culture is focused on helping people enjoy the outdoors,
and the service experience consistently reflects that.
How to get employees obsessed with customer service?
Clearly define your customer vision.
Drive employee engagement
Align your business around a Customer-Focussed Culture
Customer Focused Vision - samples
Powered by Service
Zappos.com
“We are Ladies and Gentlemen serving
Ladies and Gentlemen”
The Ritz Carlton
To make it easy to do business anywhere
PHILIPS
Let’s make things better
Drive Employee Engagement
https://www.youtube.com/watch?v=bp1tpaKgfJU&feature=emb_logo
How would you describe the Sweetwater difference?
What did Sweetwater Company do to drive employee engagement?
Group Breakout Discussion
How would you describe the Sweetwater difference?
What did Sweetwater Company do to drive employee engagement?
10 Minutes
Customer-Focused Alignment
https://www.youtube.com/watch?v=-R4MTHJ_ljE&feature=emb_logo
Southwest Airlines Customer-Focussed Culture
https://careers.southwestair.com/culture
How Do Social Norms Affect Service Culture?
“Culture is often developed as groups of people co-develop social norms. These norms can be altered as new people join the team.”
https://www.youtube.com/watch?time_continue=100&v=iRh5qy09nNw&feature=emb_logo
The Asch Experiment
by Dr. Solomon Asch
how to reinforce your company service culture
Recruiting
New employees represent an opportunity to find people who are passionate about your products or services. Even more important than previous job experience or job-related skills, you want people who will love to do what you want them to do. These employees will serve your customers better, work harder, and are less likely to leave the company than someone who is just working for a paycheck.
Onboarding
The on-boarding process is more than just new employee orientation or that pile of new hire paperwork. On-boarding really refers to the period that begins when the employee accepts the job offer and ends when the employee is fully trained. This is a critical time when the employee decides whether they made a good decision to join your company. This is also when they learn about your customer-focused culture and the behaviours that are expected to go along with it.
Picture retrieved from http://bydesignmedia.ca/jesus-hands
The Employee Engagement Cycle, by Jeff Toister
how to reinforce your company service culture
Development
Companies that spend time hiring right and instilling cultural values in new employees can still lose their way if those values aren’t consistently reinforced. In many cases, the cultural norms taught during the on-boarding period don’t match the reality of the new employee’s day-to-day working environment. One way to avoid this problem is to ensure that all employee development includes a culture component as a way of consistently reminding employees about culture (ie; The Container Store video).
Evaluations
Annual performance evaluations don’t have a lot of fans these days. They are often treated as little more than a stack of annoying paperwork designed to give employees seemingly arbitrary ratings on a set of generic qualities such as "teamwork" or “dependability.” Annual performance reviews can become much more impactful when they are used to reinforce company culture.
Picture retrieved from http://bydesignmedia.ca/jesus-hands
The Employee Engagement Cycle, by Jeff Toister
how to reinforce your company service culture
Exits
We've all seen the impact of employees who actively work against the company's best interests. These employees' behavior becomes so toxic that it impacts other employees’ performance, and they may even attempt to recruit others to join them in their state of discontent. If left unchecked, toxic employees can lower morale, reduce contact center performance, and cause increased turnover.
The best solution to dealing with toxic employees is to make it clear their behavior won’t be tolerated. Give them the choice of aligning their behavior with cultural expectations or leaving the team. Employees who refuse to be a positive part of your culture should be removed from the team as quickly as legally possible. It’s never an easy step to take, but I’ve observed countless managers who immediately saw improvements in morale and productivity after letting a toxic employee go.
Picture retrieved from http://bydesignmedia.ca/jesus-hands
The Employee Engagement Cycle, by Jeff Toister
The Container Store Employee Engagement Video
https://www.youtube.com/watch?time_continue=26&v=OMa8HpA_KbQ&feature=emb_logo
For our final class
December 7, 2020
Final Group Project
due Mon Dec 7 by 5:00pm
group presentation in class
submit your presentation in Course Resources and Dropboxes after class
Final Reflection Paper
due Mon Dec 7 by midnight
APA writing style (6-8pgs)
submit your paper in Course Resources and Dropboxes
