The themes we cover with employee engagement are helpful, whether you’re a front line manager, a senior executive, or an HR professional:
Selection. What do successful organizations do to acquire employees who are service-focused? We look at how great organizations recruit, interview, and select employees that are service-centric and a right fit for their unique culture.
Orientation & Onboarding. The first 90 days of an employee’s experience shapes how they perceive themselves in delivering service excellence. It also establishes the patterns of fit with the organizational structure and the dynamics of the team. We share insights for how to optimize for that.
Communication. How do we get the messages that employees need in order to be successful in their own area? We will explore what excellent service cultures go to in communicating with their organization.
Building Trust. Played out in the workplace, trust creates a highly engaged workforce committed to results. People say, “Trust is earned.” So it’s critical that organizations are consistent in establishing a culture and work experience that is “on purpose” and worthy of trust.
Celebrating Critical Thinking. Competition in the marketplace and excellence in any organization requires that employees be more engaged with all aspects of the workplace operation. World-class organizations create a culture where leaders properly reinforce standing out and thinking differently about the work to be accomplished.
Continuous Improvement. How do you hold your employees accountable for continually focusing on and improving the customer experience? Your competition is working desperately hard to improve every day. If you aren’t improving as much, you are falling behind.
Embracing Change. Change happens, and organizations must be prepared to embrace the opportunities that come in its wake. Understanding the dynamics of change and how world-class organizations approach change involves building clarity around the chaos and finding ways to bring others through the change to new levels of performance.
Leading for Accountability. There is a different mindset between merely accomplishing tasks and attaining mission-related results. We look at what needs to occur to set clear expectations on results, provide developmental feedback, and make superior performance matter.
Reward & Recognition. How do we celebrate great service among employees? We’ll emphasize a wide range of formal and informal approaches that can be taken to reward and recognize great customer service. We’ll help walk you through the processes for implementation in your own team.
BONUS: We are certified Total SDI facilitator, offering strengths-based assessments; and also offers the Change Style Indicator in improving change effectiveness. Both assessments are ideal for fostering conversation around team dynamics.
