- Does your management team agree with each other on the steps needed to take your customer service culture to the next level?
- Are they doing something about it?
If you answered - not quite to either of these questions, then consider staging a 'Service Icon' executive retreat/planning session.
The 'Service Icon' executive retreat/planning session is recommended when your management team does not agree on the steps needed to take your service and or sales culture to the next level.
Certain managers in your organization may be interested in enhancing customer satisfaction, increasing revenues, motivating employees, etc. However, without looking at your underlying customer culture - the culture that is reinforced by your infrastructure and other mangers - any training efforts that attempt to change employee behaviors will merely result in a temporary improvement. Eventually, people revert back to the old approaches that are reinforced by the underlying culture. Mixed messages will be sent to employees. It's akin to painting over rust; the underlying problems eventually reoccur.
The 'Service Icon' executive retreat/planning session enables senior managers to jointly identify where you are at, where you want to be, and the steps needed to take your customer culture to the next level. It is facilitated at the location of your choosing for your management team by Jeff Mowatt, B.Comm., CSP, author of, Becoming a Service Icon in 90 Minutes a Month. The retreat helps to focus your resources and assist you in developing a clear plan-of-action. Where appropriate, we will also work with you in implementing your plan.
Who should participate?
The CEO, President, department/division heads, as well as HR representatives involved in employee development. In order to help create buy-in, it may also be useful to have certain middle managers and staff members attend.
Benefits to your organization:
- Unite your managers in a common vision of what an enhanced service and or sales culture would look like and create a step-by-step plan of how to get there.
- Align the way various departments deal with external customers, internal coworkers, and other stakeholders.
- Gain objective third-party input from a specialist who will have examined your current customer practices and can help identify the steps for moving forward.
- Discover new management tools for enhancing the customer service culture.
- Gain a sense of commitment and buy-in from managers who are personally involved in this discussion and planning process.
- Uncover and address concerns and obstacles that otherwise might prevent plans from being implemented.
- Ignite a sense of urgency amongst senior managers to put plans into action.
- Boost morale with an award-winning professional facilitator who ensures that the session is motivating, inclusive, and achieves its objectives.
Retreat Overview
- Step 1. Review your current customer practices and infrastructure
- Discuss your current employee behaviors - practices that build or diminish trust amongst internal coworkers and external customers.
- Take a critical fresh look at your existing systems for gathering employee and customer ideas, closing the feedback loop, service standards and values, and employee motivation.
- Step 2. Examine 'Service Icon' approaches to enhancing customer culture
- We will establish a clear direction for enhancing the customer service culture. Jeff will share the 'Service Icon' tools that he considers to be most applicable to your organization:
- Explore subtle shifts in employee behaviors that enhance the customer experience/buying behavior.
- Discuss innovative ways to enhance, streamline, and integrate your existing systems that impact customer culture.
- We will establish a clear direction for enhancing the customer service culture. Jeff will share the 'Service Icon' tools that he considers to be most applicable to your organization:
- Step 3. Dialogue implementation strategies with JC Mowatt Seminars
- Once the group has discussed where the organization's customer culture is at and where you want it to be, the next stage of the retreat is taking a realistic look at the steps required to get there.
- The dialogue with JC Mowatt Seminars is designed to give senior managers a thorough understanding of the implementation steps, obstacles, and investment involved in enhancing the customer culture. This will be based on the priorities that emerge from the first portion of the retreat. Where Jeff has identified areas where his company can assist in the implementation process he will outline those options for you. This debriefing will enable executives to explore previous successes, as well as implementation obstacles that are affecting the current customer culture.
Scheduling
The retreat itself should be scheduled off-site where managers will be freed from distractions and interruptions. Typical retreats run from 8:30am till mid afternoon (3-3:30pm). To confirm Jeff's availability to conduct a 'Service Icon' executive retreat/panning session for your organization, call 1-800-JMowatt(566-9288) or email info@jeffmowatt.com.
