Through your Assessment and Alignment processes you have begun to create the ideal climate for enhancing service excellence. Now, surround your people with a culture that reinforces MAGIC
™ and assures that the skills and attitudes they have learned will be sustained. Communico can work with you to answer the following questions to help you sustain a MAGIC Service Culture.
Measurement
- What reward and recognition systems will you provide?
- How will you ensure that you are rewarding the right behaviors and attitudes?
- How will you measure your service standard levels?
Leaders
- How will leaders at all levels communicate their appreciation of employees, independent of their performance?
Coaching
- How will you coach to your service standards?
- How will you ensure that the coaching is developmentally focused versus evaluative or punitive?
- Will you offer the MAGIC Coach Program to develop your coaches?
- Will you offer quality assessment calibration sessions to your coaches?
E-Reinforcement
Systemic Improvements
- How will you continually adjust and align your departments' systems and processes with your service vision, values, and standards?
- How will inter-departmental barriers to exceptional service be addressed?
Training Programs
Reassessment
- When will you formally reassess the service culture to check progress and make adjustments?
Summary
Each of the four stages of a MAGIC Service Culture Initiative is integral to sustaining a culture of exceptional service. We recognize that each organization is at a different point in their development. We would be happy to partner with you to design an intervention that would address your specific goals and objectives.
Contact us for a free assessment of your MAGIC Service Culture.